Effortlessly create and update cases with Case Management Agent
Customers expect quick and smooth help when they reach out to customer support—whether it’s about a delayed order, a product question, or a service issue.
IT decision maker
Discover the latest updates, expert insights, and practical tips on leveraging Dynamics 365 to drive business success. Learn about new features, best practices for system management, and success stories from businesses using Dynamics 365. Enhance your decision-making with valuable content tailored for IT decision makers.
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Building trust and consistency: The evaluation framework behind QEA
In our recent blog, we introduced how the Quality Evaluation Agent elevates support excellence by bringing automation, consistency, and intelligence to quality assessments. -
Evolving the Dynamics 365 ERP Model Context Protocol (MCP) Server
Microsoft is extending that foundation with two major advancements: The Dynamics 365 ERP MCP server is evolving from static to dynamic. -
Use custom multisession apps in Copilot Service workspace
Customer service organizations need tailored, high-productivity employee experiences in order to grow and scale. -
Elevate support excellence with Quality Evaluation Agent
As customer support organizations scale, maintaining consistent service quality becomes a challenge. -
Use session restore for seamless continuity in Customer Service
As customer service representatives juggle multiple cases, tabs, and applications throughout their day, interruptions—whether from browser crashes, accidental closures, or system reboots—can be costly. -
Try rich messaging for live chat and WhatsApp in Contact Center
In today’s fast-paced digital world, customers expect more than just plain text when interacting with businesses. -
Elevating Sales Performance with Microsoft’s Sales Research Agent: How Rigorous Evaluation Unlocks Trust and Transformation
The Sales Research Agent in Dynamics 365 Sales automatically connects to live CRM data and can connect to additional data stored elsewhere, such as budgets and targets. -
Sales Research Agent & Sales Research Bench
This post introduces the architecture and evaluation methodology and results behind Microsoft’s Sales Research Agent. -
Empowering Finance with an AI Assistant in Microsoft 365 Copilot
The Finance in Microsoft 365 Copilot, formerly Microsoft Copilot for Finance, is now generally available, helping finance teams bring ERP-connected data and workflows directly into the flow of work. -
Use custom productivity tools in Dynamics 365 Customer Service
As customer service teams strive to deliver faster, more personalized support, the need for tailored productivity enhancements has never been greater. -
Announcing sensitive data redaction for voice AI agents
We are excited to introduce sensitive data redaction in Dynamics 365 Contact Center, a major advancement in privacy-first AI for customer service.
