Simulate case‑resolution flows before production

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
Admins, makers, marketers, or analysts, automatically	Mar 6, 2026	Apr 2026

Business value

Safely validate Case Management Agent resolution logic before it impacts customers and catch configuration and instruction issues early. Provide clear, reviewable evidence (accuracy, tone, actions) to speed approvals for pilots and autonomous use. Estimate resolution quality, operational impact, and credit usage upfront to justify scope and investment.

Feature details

Scope

• Simulate end‑to‑end case resolution flows, including intent handling, response drafting, and tool or custom‑agent calls, without sending customer emails.
• Run simulations using synthetic data sets or sampled organizational records.

Experience

• Trigger simulations with a single click from the Copilot Service admin center and track all runs in a centralized view with export support.
• Each run captures the rules and instructions used, drafted responses, invoked agents or tools, and any detected issues.

Output: Actionable metrics including resolution accuracy, clarification gaps, failures, tool usage, and estimated credit impact.

Admin and automation

• Upload data sets or select organizational data, tag and version simulation runs, and export artifacts.
• Use APIs to trigger simulations and retrieve results for reporting and dashboards.

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.

Related content

Run simulations to evaluate case resolution by Case Management Agent (preview) (docs)