Dynamics 365 Customer Service – Use shadow mode for Case Management Agent predictions

Originally posted by Microsoft May 1, 2026 Uncategorized 0 Comments

We are announcing the ability to use shadow mode for Case Management Agent predictions in Dynamics 365 Customer Service. This feature will reach general availability on May 31, 2026.

How does this affect me?

This feature enables you to evaluate predicted actions from Case Management Agent on live cases without sending emails or updating records.

Predicted outcomes include:

• Identified customer intent
• Drafted response content
• Proposed field updates
• Recommended follow-up or resolution actions

This extension integrates with the Microsoft Power Platform CLI, allowing admins to support agent-driven development workflows in Microsoft Copilot Studio. This extension also allows for updating and deploying agent definitions to the cloud.

What action do I need to take?

This message is for awareness, and no action is required.

Message ID: MC1296468