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Important
Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned
| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | Mar 2026 | May 2026 |
Business value
Reduce risk and accelerate AI adoption by validating Case Management Agent performance on real cases without impacting customers or operations.
Feature details
How it works
Enable shadow mode in Case Management Agent settings for selected lines of business or case rules. The system generates predicted outcomes only, including:
- Identified customer intent.
- Drafted response content.
- Proposed field updates.
- Recommended follow‑up or resolution actions.
No customer‑facing communication is sent and no case data is modified.
A dedicated shadow results view per case shows:
- Predicted intent and response by Case Management Agent.
- Suggested field changes.
- Rationale behind recommendations.
Administrators review shadow results to:
- Compare Case Management Agent recommendations with actual human actions.
- Identify mismatches, gaps, or improvement opportunities.
- Assess readiness for partial or full automation.
Geographic areas
Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.
Language availability
Visit the Explore Feature Language report for information on this feature's availability.