Recorded 23 Oct 2026 at 01:05 UTC. This is what ChangeIntel recorded, including the title, summary, facts and links. It is not a statement of the source's current position. See the latest record.
Dynamics 365 Customer Service: Copilot and AI innovation - View next best actions with Customer Intent Agent
An administrator can enable this feature for the entire organization in the Customer Service admin center. Turning on next best actions populates the Copilot pane with actions that service representatives can use. Important case attributes are consolidated in one place as the representative gathers information through back-and-forth exchanges with the customer. Knowledge articles are suggested so representatives can dig deeper and understand the reasoning behind the recommendations. Business Value: Next Best Action (NBA) allows service representatives to perform a suite of Copilot-powered actions in one click. These actions include, but aren't limited to, drafting emails, updating knowledge articles, updating case notes, and more. Enabled for: Enabled by admins/makers/marketers for end users
What it said
- Roadmap ID
- 577819
- Status
- Launched
- General availability target
- August CY2026
- Preview target
- Not stated
- Products
- Microsoft Copilot (Microsoft 365), Dynamics 365 Customer Service
- Clouds
- Worldwide (Standard Multi-Tenant)
- Release phases
- General Availability
- Platforms
- Web
- Added to the roadmap
- 22 Oct 2026 23:45 UTC
- Last changed
- 22 Oct 2026 23:45 UTC
Source evidence when recorded
- Microsoft 365 roadmap
- Complete at observationRead 23 Oct 2026 at 01:05 UTC
Coverage describes the sources at this observation. A complete read then does not establish their current position.