MC1296260: Dynamics 365 Customer Service – Add knowledge citations to case resolution

We are announcing the ability to include knowledge citations in agent-drafted resolution emails in Dynamics 365 Customer Service. This feature will reach general availability on May 31, 2026.

How does this affect me? With this feature, when Case Management Agent drafts a case-resolution email, it will automatically include references to knowledge articles used.

What action do I need to take? This message is for awareness, and no action is required.