Microsoft Launches AI Agent Activity Feed in Dynamics 365 Customer Service

Microsoft is rolling out a new AI agent activity feed for its Dynamics 365 Customer Service suite, enabling supervisors to monitor and intervene in real time. With its latest preview release, Microsoft seeks to bring greater transparency and control to AI-driven customer support by letting supervisors track every action undertaken by AI agents.

Here’s what you need to know:

• Why it matters

  Adopt AI responsibly by ensuring it aligns with your organization’s values, compliance standards, and customer trust goals—maintaining operational transparency every step of the way.

• What’s included

  The first release of the Agent Activity Feed offers:

  • Inbox-style interface for AI supervisors to track each agent’s actions in one streamlined view

  • Activity sharing with up to 250 users for broader team visibility

  • Monitoring capabilities for both case management agents and custom Copilot Studio–based agents

  • Filtering options by agent name and status

  • Detailed agent run view featuring step summaries, activity maps, and direct links to related Dataverse records

• How to set it up

  Enable the feature from the Copilot Service admin center or Power Platform maker center—you’ll just need a Customer Service Enterprise license, MCS message packs, and at least one AI agent with supervisor access.

Experience the power of instant answers through AI-powered calls. Discover Power Assist Voice and contact us today.