Microsoft Dynamics 365 Blog
The future of agentic CRM and ERP
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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.
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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). -
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. -
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.
Explore by Job Role
News and product updates
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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. -
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.
Engage with the Dynamics 365 Community
Whether you’re a seasoned expert or just getting started, our Dynamics 365 community forum is your space to connect, share, and grow.
Tips and guides
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Better Collaboration, Better Care: All Consult Capabilities in Dynamics 365 Contact Center
Dynamics 365 Contact Center consult capabilities enable real-time collaboration across voice and digital channels, helping representatives bring in the right expertise without transfers, repetition, or lost context. -
Reimagining Secure Customer Interactions with Secure Consult & Transfer
Across industries such as financial services, healthcare, and public sector, organizations must enable customers to complete high‑trust actions (like payments or identity verification) without exposing sensitive information to agents or core contact center systems. -
Evaluating AI Agents in Contact Centers: Introducing the Multi-modal Agents Score
Introducing the Multimodal Agent Score (MAS)—a unified, absolute measure of end‑to‑end conversational quality designed for AI agents operating across modalities. -
Measuring What Matters: Redefining Excellence for AI Agents in the Contact Center
The contact center industry is at an inflection point.
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