MC1191196 — Dynamics 365 Customer Service - Configure timeout rules override in SLA-based automatic actions

We are announcing the ability to configure timeout rules override in SLA-based automatic actions in Dynamics 365 Customer Service. This feature will reach general availability on December 31, 2025. How does this affect me? This feature enables customer service representatives to override timeout rules in automatic actions based on SLAs. In scenarios where a customer service representative is on leave, needs more response time, or transfers a conversation to a different queue, the service represe...