MC1151002 — Dynamics 365 Customer Service – Use Assign option for cases to update capacity, presence

We are announcing the ability to use the Assign option on the case form to work with unified routing to update presence and capacity of service representatives in Dynamics 365 Customer Service. This feature will reach general availability on October 10, 2025. How does this affect me? With this release, when supervisors use the "Assign To" option on the case form to assign a case to a representative, the presence and capacity of the service representative will be validated and updated:The case ow...