Microsoft Launches Case Enrichment Simulation in Dynamics 365 Customer Service

As AI continues to play a bigger role in customer service operations, organisations are looking for better ways to validate automation before rolling it out at scale. Microsoft is addressing that challenge with the introduction of case enrichment simulation in Dynamics 365 Customer Service. The new capability helps teams evaluate AI-powered field prediction accuracy using historical case data before enabling the feature in live environments.

Here’s what you need to know:

• What It Does

  Admins can test AI-powered field predictions against real historical case data before rolling out case enrichment. This allows teams to evaluate results, refine field descriptions, and confidently enable the feature once accuracy meets business expectations.

• Key Capabilities

  Case Management Agent simulations provide flexible testing with detailed field-level and case-level comparisons, exportable Excel reports, re-run capabilities, and shadow runs to help teams continuously validate and refine AI prediction accuracy.

• Getting Started

  Open the Copilot Service admin center and navigate to: Case Settings → Case Management Agent → Case Creation and Update → Simulation. From there, you can run tests against historical cases and quickly identify where field descriptions may need tuning before enabling case enrichment.

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