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.
Dynamics 365 Customer Service
Explore the latest in Dynamics 365 Customer Service. Learn how AI and automation can help enhance customer interactions and streamline service operations.
Refine results
Products
Content Type
Publish date
-
-
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. -
Use custom multisession apps in Copilot Service workspace
Customer service organizations need tailored, high-productivity employee experiences in order to grow and scale. -
Microsoft is named a Leader in 2025 Gartner® Magic Quadrant™ for CRM Customer Engagement Center
Microsoft leads in agentic service, transforming customer engagement with AI and Dynamics 365 in Gartner’s 2025 CRM Magic Quadrant. -
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. -
From systems of record to systems of action: Dynamics 365, agentic business applications for the frontier
Discover how agentic business applications in Dynamics 365 are transforming data into real-time decisions and measurable outcomes. -
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. -
Explore new AI innovation for Dynamics 365, Microsoft Power Platform, and Copilot Studio at the Business Applications Launch Event
Get a first look at the latest AI and low-code updates, with insights and demos from Microsoft product leaders and engineers. -
Try the AI agent activity feed in Dynamics 365 Customer Service
Contact centers are increasingly adopting AI agents as part of their journey to become autonomous.
