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This topic lists features that are planned to release from April 2026 through September 2026. Because this topic lists features that may not have released yet, delivery timelines may change and projected functionality may not be released. For more information, go to Microsoft policy.
For a list of the previous wave's release plans, go to 2025 release wave 2 plan.
In the General availability column, the feature will be delivered within the month listed. The delivery date can be any day within that month. Released features show the full date, including the date of release.
This check mark (
) shows which features have been released for public preview and general availability.
Administrator experiences
An intuitive, modern administration experience is key to quickly setting up Dynamics 365 Customer Service and using its features.
| Feature | Enabled for | Public preview | General availability |
|---|---|---|---|
| Protect sensitive information in emails with data sensitivity labels | Users by admins, makers, or analysts | - |
May 1, 2026 |
Copilot and AI innovation
Copilot in Customer Service consists of various generative AI capabilities that expedite resolutions of customer issues and increase customer satisfaction.
| Feature | Enabled for | Public preview | General availability |
|---|---|---|---|
| Structure content for rich text editor with Copilot | Users by admins, makers, or analysts | Apr 2026 | - |
| Resolve cases faster with the new formless Copilot workspace | Users by admins, makers, or analysts | Apr 2026 | - |
| Improve customer outcomes with Service Agent in Microsoft 365 Copilot | Users by admins, makers, or analysts |
Mar 31, 2026 |
Jun 2026 |
| Simulate case‑resolution flows before production | Admins, makers, marketers, or analysts, automatically |
Mar 6, 2026 |
Apr 2026 |
| View customer sentiment indicators on a case | Users by admins, makers, or analysts | Mar 2026 | Apr 2026 |
| Use shadow mode for Case Management Agent predictions | Users by admins, makers, or analysts | Mar 2026 | May 2026 |
| Classify emails in predefined categories for support automation with Case Management Agent | Users by admins, makers, or analysts | - |
Apr 10, 2026 |
| Resolve customer emails autonomously with AI | Users by admins, makers, or analysts | Jun 2026 | Sep 2026 |
Supervisor experiences
Enable supervisors to monitor and improve contact center operations.
| Feature | Enabled for | Public preview | General availability |
|---|---|---|---|
| Estimate AI credits for agents from forecasted demand | Users by admins, makers, or analysts | - |
May 20, 2026 |
Workforce engagement management
Workforce engagement management drives operational efficiency and employee engagement by aligning workforce planning, execution, and coaching with business demand.
| Feature | Enabled for | Public preview | General availability |
|---|---|---|---|
| Evaluate emails with Quality Evaluation Agent | Users by admins, makers, or analysts |
Apr 17, 2026 |
- |
| Enforce governance policy | Users by admins, makers, or analysts |
May 1, 2026 |
Jun 2026 |
| Define critical questions in evaluation criteria | Users by admins, makers, or analysts | - |
Apr 17, 2026 |
| Manage evaluation volume using sampling | Users by admins, makers, or analysts | - |
Apr 17, 2026 |
| Enable enhanced screen recording controls for admins | Users by admins, makers, or analysts | - | Jul 2026 |
Description of Enabled for column values:
Users, automatically: These features include changes to the user experience and are enabled automatically.
Admins, makers, marketers, or analysts, automatically: These features are meant to be used by administrators, makers, marketers, or business analysts and are enabled automatically.
Users by admins, makers, or analysts: These features must be enabled or configured by the administrators, makers, or business analysts to be available for their users.
For information on data residency in Dynamics 365 and Power Platform, visit the Microsoft Dynamics 365 and Power Platform data residency documentation. For more information about geo availability, visit the Dynamics 365 and Microsoft Power Platform availability page.