MC1163106 — Dynamics 365 Contact Center - Update knowledge base using Customer Knowledge Management Agent

We are announcing the ability to update knowledge bases using Customer Knowledge Management Agent in Dynamics 365 Contact Center. This feature will reach general availability on October 31, 2025. How does this affect me? This feature allows the Customer Knowledge Management Agent to analyze the case and case-related notes, conversations, and emails in real-time to draft a knowledge article that fills knowledge gaps. The Customer Knowledge Management Agent compares the content of the case against...