With the latest updates to the Case Management Agent (CMA) in Dynamics 365 Customer Service, Microsoft is helping organizations accelerate their evolution into frontier firms. These organizations lead by empowering AI agents to run entire business processes while humans set direction and monitor progress.  

The July 2025 preview updates to CMA introduced powerful capabilities that automate the entire case lifecycle, from creation to closure, with the flexibility to provide enterprise-grade case resolutions.  

The release of CMA in April 2025 laid the foundation for intelligent, agent-led automation. We built the agent to autonomously create and update cases, with AI-powered field population and contextual updates. Then, it could semi-autonomously follow up on cases and close them. 

Now, CMA offers flexibility for both fully autonomous and semi-autonomous workflows. Here’s how full automation manages the entire case lifecycle: 

• Case creation and update: Automatically generates and updates cases from chat, voice and email channels using AI-powered field prediction.

• Case resolution: Drafts context-aware resolution emails and manages follow-up sequences, including SLA-based timing and escalation logic. 

• Case follow-up and closure: Automatically drafts context-aware resolution emails to follow up on cases and closes them once resolution criteria are met, with options for agent review or full automation. 

These capabilities reduce handle time, improve consistency, and free up customer service representatives to focus on complex, high-value interactions.

Autonomous case creation and update

The Case Management Agent can now create and update cases through any channel of engagement including voice, chat, email and social channels. A case gets created when the customer service representative accepts the chat request and automatically updates it at the end of the conversation. Furthermore, it can update related entities (such as contacts) based on ongoing customer interactions, reducing manual effort and improving data accuracy. The July updates also bring improvements to email channel handling. CMA now supports: 

• Automated detection of intent for incoming emails and case updates 

• Automated follow-up emails which outline clarifying questions to get more precise information to help resolve the case 

These features are particularly valuable for industries like finance, manufacturing, and services, where customers often send their queries via emails. 

Autonomous case resolution 

A major advancement in this update is the ability to resolve cases in an autonomous manner. CMA uses intent to determine the best course of action for each case, including drafting resolution emails from knowledge bases and triggering custom agents to resolve customer issues. If CMA can’t resolve a case autonomously, it has the intelligence to proactively escalate to a supervisor or customer service representative.  

Support for custom agents means organizations can now configure CMA to work with their own resolution logic, workflows, and data models without limitations. It allows for: 

• Tailored resolution logic: Organizations can define how to resolve cases based on their unique business rules, processes, escalation paths, and customer segments. 

• Flexible integration: CMA can now trigger custom flows, invoke external services, or interact with proprietary systems to determine the best resolution path. 

• Enhanced control: Admins can fine-tune CMA’s behavior to align with internal compliance requirements, service tiers, and operational goals. 

Enhanced email channel support 

The July updates also bring improvements to email channel handling. CMA now supports: 

• Automated detection of intent for incoming emails and case updates. 

• Automated follow-up emails with clarifying questions to get more precise information to help resolve a case.

These features are particularly valuable for industries like finance, manufacturing, and service, where customers often send their queries via emails. 

Fully autonomous case follow-up and closure

Another impactful addition in this release is the ability for CMA to handle case follow-up and closure in a fully autonomous manner. Once a resolution is proposed – either manually or autonomously – CMA can initiate follow-up messages to confirm customer satisfaction, track SLA intervals, and automatically close the case if no further action is required. This eliminates the need for customer service representatives to monitor post-resolution status manually and ensures that cases are closed in a timely, consistent, and compliant fashion. It also triggers the Customer Knowledge Management Agent if a knowledge asset needs to be created from the case. Administrators can configure the number of follow-ups, timing intervals, and closure conditions, giving organizations full control over the automation logic while reducing operational overhead.

Configuration and control 

Administrators can fine-tune CMA’s behavior using global settings and configuration options. This includes: 

• Setting up field mappings, related entities and business context for AI based case updates. 

• Configuring appropriate knowledge, custom agents and other tools to resolve cases 

• Specifying the email templates, and the number and timing of follow-up and case closure emails 

• Controlling whether CMA is semi- or fully autonomous 

This level of control ensures that any organization can tailor CMA to meet their needs. 

If your organization wants to reduce manual effort, improve resolution times, and deliver consistent customer experiences, now is the time to explore what this agent can do. Preview CMA in your Dynamics 365 Customer Service environment today!

Learn more

To learn more, read the documentation: Autonomous service agents in Dynamics 365 (preview) | Microsoft Learn