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Important
Release Plans will no longer be published starting in September 2026. New Dynamics 365, Power Platform, and Dataverse capabilities will be published to the AI at Work roadmap beginning in September 2026. Existing release plans will remain available for historical reference until further notice. Learn more about the roadmap and disclosure changes at One always-on roadmap: Dynamics 365, Power Platform and Dataverse join the AI at Work roadmap.
| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | 
Jul 31, 2025 |
Oct 31, 2025 |
Business value
Customer Knowledge Management Agent automatically turns untapped case and case-related conversation data into knowledge that supports your contact center. It harvests knowledge from cases in real time as customer service representatives close them, helping you respond to emerging issues in minutes. No more waiting weeks and months for long knowledge lifecycles.
With historical article creation, you can quickly turn your historical case data including conversations, emails, case notes, and other details into ready-to-use knowledge articles.
Actionable knowledge insights let supervisors and content managers monitor Customer Knowledge Management Agent and track how Copilot uses knowledge. Tailored analytics help you improve the quality and relevance of knowledge articles, resulting in more accurate Copilot guidance. This boosts productivity and decision-making accuracy, leading to better user satisfaction and operational efficiency.
Feature details
With real-time creation, Customer Knowledge Management Agent analyzes cases and related notes, conversations, and emails the moment representatives close the case. It drafts knowledge articles that fill knowledge gaps and help your organization respond to emerging issues in minutes. The agent compares case content against your Dynamics 365 knowledge base to determine if a new article is needed while ensuring content isn't duplicated. It can even update existing knowledge articles. It ensures compliance by scrubbing sensitive data and can be extended with custom automated compliance checks from your organization.
If configured to do so, the agent can automatically publish articles and make them accessible to representatives, Copilot, and self-service portals. Supervisors can review, edit, and monitor Customer Knowledge Management Agent's work.
Historical creation helps you unlock knowledge from historical cases, turning raw case data into ready-to-publish knowledge articles while preventing duplication, ensuring compliance, and giving supervisors tools to monitor Customer Knowledge Management Agent's work.
Knowledge insights help supervisors assess and confirm Customer Knowledge Management Agent's ability to create reliable content for internal and external use. Supervisors can take quick actions to drive measurable knowledge repository improvements that lead to optimal Copilot experiences.
This feature is automatically available to supervisors using Customer Knowledge Management Agent. Based on your autonomous-level preference (semi-autonomous or fully autonomous), supervisors see a dashboard highlighting performance from draft creation to publishing and articles' usage by Copilot. Supervisors are guided to articles that require review and are approaching expiration, so they can act on high-priority articles in a timely manner.
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.