MC1265733 — Dynamics 365 Customer Service - Unify next‑step suggestions across Microsoft AI and custom agents

We are announcing the ability to surface recommended next steps for agents in Dynamics 365 Customer Service. This feature will reach general availability on April 30, 2026. How does this affect me? The Unified Suggested Next Actions framework provides AI insights with business-specific agent logic, providing clearer, more actionable guidance. Suggestions from Microsoft AI agents and custom line-of-business agents appear in a standardized format across the inbox, case form, and timeline. You can...