End of support for Smart Assist case and knowledge suggestions
Starting June 2, 2025, Microsoft will no longer support case and knowledge suggestions via Smart Assist in Dynamics 365 Customer Service. They recommend turning on Copilot capabilities as a replacement. Copilot in Dynamics 365 Customer Service and Dynamics 365 Contact Center helps customer service representatives find similar cases and knowledge articles to resolve issues. Key dates include the disclosure date on January 21, 2025, the deprecation date on February 10, 2025, the end of support on June 2, 2025, and the end of life on December 31, 2025. Microsoft suggests using Copilot for case and knowledge suggestions and provides options for transitioning from Smart Assist.
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