Microsoft Dynamics 365 Blog
The future of agentic CRM and ERP
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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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Supplier Engagement in Dynamics 365 Supply Chain Management is now available in public preview
Supplier Engagement, now in public preview for Dynamics 365 Supply Chain Management, helps organizations streamline supplier onboarding, lifecycle management, and collaboration from a centralized workspace. -
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. -
Bring Dynamics 365 Customer Service to MCP-compatible AI clients: Customer Service MCP Server is now generally available
The Dynamics 365 Customer Service MCP Server is now generally available, enabling MCP-compatible AI clients to securely access customer service data, cases, knowledge, and workflows through a standardized connection model.
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News and product updates
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Microsoft enhances the Implementation Portal for Dynamics 365 with business process visualization
Access Microsoft Business Process Catalog diagrams directly in the Dynamics 365 Implementation Portal to align stakeholders and improve implementation planning. -
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.
Engage with the Dynamics 365 Community
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Tips and guides
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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. -
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. -
The Key Facets of AI Evaluation in the Contact Center
Organizations must think about when, how, by whom, and on what data AI systems are evaluated.
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