Harish Tyagi, Author at Microsoft Dynamics 365 Blog

Dispatcher team analyzing map data during night shift

August 14 5 min read

Announcing Shift Rotation Policies: automated shift rotations at scale

Introducing Shift Rotation Policies in Dynamics 365 Workforce Management, a new capability that automates rotating schedules, improves operational consistency, and reduces manual scheduling effort

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August 5 1 min read

Governance in the Quality Management agent is now generally available

Governance in Dynamics 365 Customer Service helps organizations evaluate outbound emails and attachments against business-defined policies before delivery, reducing risk and ensuring compliant customer communications.

June 25 2 min read

Revolutionizing customer support with autonomous email resolution

Autonomous Email Resolution is a generative AI-powered capability that helps service teams resolve customer emails end to end.

Close-up portrait of a Caucasian businesswoman typing and looking on a computer screen with intention at her desk. Concern and fix problems in a corporate office

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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June 1 1 min read

Public Preview: Quality Evaluation Agent Extends Quality Oversight to Email

The Quality Evaluation Agent (QEA) in Dynamics 365 Customer Service now supports email evaluations, available in Public Preview.

May 19 1 min read

Unlocking safer customer communications with Data Sensitivity Labels in Email

Data Sensitivity Labels for Emails bring classification and protection directly into customer service workflows, so service representatives can work confidently without slowing down.

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May 12 2 min read

Driving empathetic customer conversations with Email Sentiment

Email Sentiment in Dynamics 365 Customer Service brings emotional context into the email workflow, helping representatives understand customer tone, respond with empathy, and reduce escalations from the first reply.

This image shows a group of five young adults standing in a row against a yellow background. They are all looking down at their devices, which include a tablet, a smartphone, and a laptop

April 29 2 min read

Introducing Governance in Dynamics 365 Customer Service: A New Era of Policy-Driven Communication

Governance in Dynamics 365 Customer Service introduces policy-driven email validation in Public Preview.

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April 28 2 min read

Bringing End‑to‑End Visibility to Customer Service and Contact Centers with Screen Recording in Dynamics 365

Gain end‑to‑end visibility into agent workflows with screen recording in Dynamics 365 Customer Service and Contact Center to improve coaching, compliance, and quality evaluations.

November 24, 2025 2 min read

Enhance productivity with Copilot-recommended email templates

In today’s fast-paced digital landscape, customer service teams need speed and consistency to meet rising expectations.

Photo of a happy customer looking at her cell phone on the go

October 30, 2025 3 min read

Elevate support excellence with Quality Evaluation Agent

As customer support organizations scale, maintaining consistent service quality becomes a challenge.

August 14, 2025 3 min read

Empowering frontier firms with the Case Management Agent

With the latest updates to the Case Management Agent (CMA) in Dynamics 365 Customer Service, Microsoft is helping organizations accelerate their evolution into frontier firms.

Harish Tyagi posts