Transform routing rule administration with bulk management
We’re continually improving Dynamics 365 Customer Service to help organizations deliver faster, smarter, and more efficient customer experiences.
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Use agreements in Field Service to automatically generate recurring work orders
Agreements in Dynamics 365 Field Service help streamline recurring operations consistently. -
Use the Contact Center AI summary for call quality management
An update is coming to the closed conversation form in Dynamics 365 Contact Center. -
Sales Order Agent in Microsoft Dynamics 365 Business Central: Now in public preview
We’re pleased to share that the Sales Order Agent for Microsoft Dynamics 365 Business Central is now available in paid public preview. -
Transform dispatching in Dynamics 365 Field Service with Scheduling Operations Agent
When optimizing the schedule, the agent considers existing bookings as well as additional unfulfilled requirements. -
Naming updates to Copilot Service workspace and service representatives
In today’s fast-evolving customer service landscape, the integration of AI, such as Copilot and autonomous agents, is transforming how businesses interact with their customers. -
Microsoft named a Leader in The Forrester Wave™: Customer Relationship Management, Q1 2025
Today, we’re delighted to announce that Microsoft has been named a Leader in The Forrester Wave™: Customer Relationship Management, Q1 2025. -
The future of manufacturing with Microsoft Dynamics 365 is here—are you ready?
This week, thousands of manufacturers will gather at Hannover Messe 2025 for insights into the changing manufacturing landscape. -
Teams Phone extensibility for Dynamics 365 Contact Center
Contact centers play a crucial role in delivering exceptional customer support and driving business growth. -
Dynamics 365 Contact Center strengthens patient trust with HIPAA compliance
We’re excited to share that as of March 5, 2025, Microsoft Dynamics 365 Contact Center has officially become Health Insurance Portability and Accountability Act (HIPAA) compliant. -
Accelerate your journey to AI-first selling with Microsoft AI Accelerator for Sales and new sales agents
We’re announcing a new program—Microsoft AI Accelerator for Sales—to help more customers rapidly transform their sales organization with Microsoft 365 Copilot and agents, as well as two new agents—Sales Agent and Sales Chat—to help scale the team’s ability to nurture and close deals. -
AI-powered sales journeys: Personalization at scale for exceptional customer experiences
Personalizing customer journeys requires a more proactive approach assisted with AI.
