Dynamics 365 Customer Service

News and product updates June 3, 2025 3 min read

AI-powered proactive engagement and conversational journeys with Microsoft Dynamics 365 in public preview

Great customer service depends on delivering great personalized experiences.

Real people. Customer support professional at a digital consulting firm. The firm provides custom solutions across a multitude of disciplines including IT, front and back end software development, customer support and data services

Tips and guides May 30, 2025 3 min read

Improve contact center operations with shift-based routing

Delivering timely, high-quality support requires more than skilled customer service representatives.

Tips and guides May 29, 2025 4 min read

Intent-based routing transforms customer support with AI

In today’s fast-paced digital world, providing exceptional customer service is more important than ever.

Photo of a young woman smiling at a laptop while reading a marketing email with personalized content

Tips and guides May 28, 2025 2 min read

Email editor template changes in Dynamics 365 Customer Service

We are introducing an important update to streamline and modernize how email templates are created and edited.

News and product updates May 20, 2025 7 min read

The autonomous enterprise: How generative AI is reshaping business applications

Today at Microsoft Build 2025, we’re excited to announce the new Model Context Protocol (MCP) servers for Microsoft Dynamics 365 ERP and CRM business applications.

Photo of a young woman smiling while talking on the phone in a cafe

News and product updates May 19, 2025 1 min read

Enhance supervisor visibility by monitoring waiting chats

In an asynchronous chat setup, it’s common for service representatives to place conversations in a waiting state — For example, they are waiting for the customer to respond with additional details.

Tips and guides May 16, 2025 3 min read

Use presence-based assignment to reduce customer wait time

Automated assignment in unified routing enables organizations to efficiently direct customer queries to the most suitable service representatives.

Customer Service agent is happy to use Copilot for Service

News and product updates May 15, 2025 1 min read

Boost your team’s performance with the Adherence Tracker

Maintaining adherence to schedules and ensuring that service representatives are consistently available during their shifts is crucial for delivering exceptional customer service.

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May 14, 2025 2 min read

Empower your Contact Center workforce with shift bidding and swapping

Efficient workforce management involves flexibility in shift assignments, enabling service representatives to maintain work-life balance and ensuring consistent operational coverage.

A woman sitting at a desk in front of a computer

News and product updates May 13, 2025 2 min read

Manage time-off requests with Dynamics 365 Contact Center

Dynamics 365 Contact Center provides an intuitive solution enabling service representatives to request, track, and manage their leave seamlessly.

Photo of a man working on a laptop in a contact center

News and product updates May 12, 2025 1 min read

Stay organized with the Schedule Calendar in Contact Center

Dynamics 365 Contact Center provides a user-friendly Schedule Calendar for service reps, allowing them to easily view shifts, breaks, training sessions, and other scheduled activities—all from one convenient location.

Female enterprise employee working at desk with multiple devices, including HP Elitebook, running a Microsoft Teams conference call. Two different screen images are available: one featuring 4 people on screen, another with 9 people on screen

News and product updates May 9, 2025 2 min read

Shift planning and scheduling in Dynamics 365 Contact Center

Managing workforce availability efficiently is essential for delivering consistent and high-quality customer service.

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