Administrator

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News and product updates July 15 4 min read

From Answers to Action: What’s New with Copilot in Dynamics 365 Customer Service

Service Agent extends Dynamics 365 Customer Service beyond traditional assistance by enabling AI-powered actions across cases, knowledge, email, and workflow management in Microsoft 365 Copilot.
News and product updates July 9 3 min read

Trust before you automate: introducing Shadow Mode in Case Management Agent

Shadow Mode in Case Management Agent lets you evaluate AI on live production cases, without taking any action.
News and product updates July 7 3 min read

Listening, Learning, and Delivering: New Schedule Board Enhancements for Everyday Scheduling

Discover the latest Dynamics 365 Field Service Schedule Board enhancements designed to help schedulers work faster.
News and product updates June 30 4 min read

Microsoft 365 and Dynamics 365 now provide a unified customer service experience

Service Agent is now generally available, helping customer service teams understand issues, find answers, and take action from one Copilot experience.
News and product updates June 30 5 min read

Introducing the Onboarding Agent in Dynamics 365 Human Resources

Now in public preview, the Onboarding Agent delivers a connected experience that helps streamline onboarding activities.
News and product updates June 29 9 min read

Dynamics 365 Commerce introduces agentic capabilities with Model Context Protocol (MCP)

The Dynamics 365 Commerce MCP server enables AI agents to connect securely with retail operations, inventory, pricing, checkout, and fulfillment through the open Model Context Protocol (MCP).
News and product updates June 22 6 min read

Optimize workforce operations across people and AI agents with Dynamics 365

Workforce engagement management in Dynamics 365 helps service organizations plan, manage, and improve performance across customer service reps and AI agents.
News and product updates June 19 2 min read

What’s New in Dynamics 365 Field Service Mobile

Field Service Mobile just got smarter. New updates help technicians work faster, stay connected, and handle jobs with fewer clicks.
News and product updates June 16 3 min read

Turning Copilot into a system of action with Dynamics 365 Sales and Service plug-ins in Copilot Cowork

Copilot Cowork is where people delegate multi-step, multi-source work and review it, drawing across records, knowledge, email, and meetings, and increasingly across Sales and Customer Service together.
News and product updates June 10 4 min read

Introducing Conversation Orchestration in Dynamics 365 Contact Center

Conversation orchestration in Dynamics 365 Contact Center enables real-time decisioning, dynamic prioritization, and intelligent automation across every customer interaction.
News and product updates June 5 7 min read

Modernize IVR with AI Voice in Dynamics 365 Contact Center

For years, contact centers have relied on traditional IVR scripted workflows to manage customer conversations.
News and product updates June 3 2 min read

Try Email Classification in Dynamics 365 Customer Service

Email classification in Dynamics 365 ensures only meaningful customer emails become cases.

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