Microsoft 365 Message Center item MC1296260

MC1296260 - Dynamics 365 Customer Service – Add knowledge citations to case resolution

Message Center ID

MC1296260

Category

stay Informed

Severity

normal

Services

Dynamics 365 Apps

Tags

New feature

Published

2026-04-30

Last updated

2026-04-30

Expires

2026-06-30

We are announcing the ability to include knowledge citations in agent-drafted resolution emails in Dynamics 365 Customer Service. This feature will reach general availability on May 31, 2026.How does this affect me?With this feature, when Case Management Agent drafts a case-resolution email, it will automatically include references to knowledge articles used.What action do I need to take?This message is for awareness, and no action is required.