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The most notable addition is the extension of the least active routing method to messaging channels. This method reduces agent overload by assigning new conversations based on the end of their last interaction and their current activity levels, promoting better distribution and improving average handling time and satisfaction metrics. 

Presence synchronization APIs now allow real-time management of agent availability across multiple environments and collaboration tools, minimizing overbooking and enhancing engagement reliability. 

Shift-based routing introduces schedule-aware assignment of work items, aligning routing decisions with representative work shifts. This supports global operations by reducing wait times and transfer rates during off-hours. 

Returning chat notifications offer improved continuity for repeat customers. Admins can configure templates that notify the original agent of a returning conversation, enhancing service consistency and resolution speed. 

Lastly, bulk management of routing rulesets via templates streamlines configuration. Admins can apply and update rule templates across queues and workstreams from a single interface, simplifying maintenance and ensuring uniform rule application. 

The update introduces a new quality management workspace and streamlined forms for faster, more detailed test result entry. A major addition is the Corrective and Preventive Actions (CAPA) Management tool, which enables structured handling of non-conformities to drive process improvement and prevent recurring issues. 

Flexible sampling plans now adapt inspection intensity based on testing outcomes, including skip lot sampling. New triggers for quality orders—such as transfer orders and customer returns—expand control beyond traditional checkpoints. 

Instrument calibration is now managed through time- or usage-based schedules, ensuring precision and compliance. The Electronic Batch Record (EBR) feature replaces paper logs with secure digital documentation, capturing test results, ingredients, work instructions, and signatures. 

Production dispensing improvements ensure safe handling of sensitive materials with features like dispensing limits and electronic signoffs. Meanwhile, the approved customer list function restricts sales of certain items to authorized customers, mirroring vendor controls. 

Customization options have expanded for Certificates of Analysis (COAs), which can now reflect customer-specific data and print automatically during packing. Electronic signatures have also been extended to more compliance points, with new configuration options for secure authentication. 

Previously, service level agreements were configured per queue. With this release, organizations can define and apply prioritization rules centrally across queues—known as cross-queue prioritization—allowing consistent, scalable routing strategies. Administrators can now dynamically adjust service levels based on live context, including sentiment analysis and inquiry type. 

Channel prioritization allows, for example, voice calls to be handled before chat or case messages. Business-level rules can prioritize refund queues over sales inquiries. Within queues, prioritization can consider SLA status, severity, or customer type. 

Use cases include multi-tier support environments. Within the general support queue, urgent service issues are escalated, while overdue billing cases are prioritized above routine inquiries. 

The system enables both broad service-level differentiation and fine-tuned control over individual work items, helping contact centers reduce wait times, improve response alignment, and deliver more personalized service. 

Advanced prioritization is now available in Dynamics 365 Contact Center and Customer Service. 

Customer Knowledge Management Agent are designed to automate repetitive tasks, generate actionable insights, and scale organizational knowledge, helping contact centers reduce operational costs and improve customer experience. 

The Case Management Agent automates the end-to-end lifecycle of support cases—from creation and updates to follow-ups and resolution—across chat and email channels. This reduces manual input, shortens handling times, and allows agents to focus on resolving complex issues. 

The Customer Intent Agent uses generative AI to analyze historical support interactions, creating an evolving intent library. This enables smarter self-service and provides support reps with contextual insights to improve resolution speed and service quality. The agent adapts over time, reducing the need for manual updates or scripted responses. 

The Customer Knowledge Management Agent streamlines the creation and curation of knowledge assets. It automatically generates knowledge articles from past cases and conversations and checks for duplicates before publishing. Admins can review, approve, and determine where the content is surfaced—either to agents or self-service tools. 

Together, these agents enhance service delivery by automating routine functions and amplifying the capabilities of human agents. The services are available now in paid public preview and require Copilot Studio message capacity. 

work order bookings to sync directly with Outlook and Teams calendars—bringing technician assignments, meetings, and personal events into one unified view. 

The synchronization is one-way from Dynamics 365 to Exchange and updates every 15 minutes, ensuring calendars stay current without manual effort. Once enabled, technicians no longer need to switch between platforms to manage their schedules. 

Key benefits include reduced scheduling errors, increased efficiency, and a streamlined experience for frontline workers who operate primarily within Microsoft 365 tools. The update also aligns with Microsoft’s broader push to unify workflows within its ecosystem. 

To activate the feature, organizations must meet certain requirements: both Exchange Server and Field Service must be in the same tenant, and setup requires Exchange admin privileges along with appropriate Dynamics 365 roles.