Optimize workforce operations across people and AI agents with Dynamics 365
Workforce engagement management in Dynamics 365 helps service organizations plan, manage, and improve performance across customer service reps and AI agents.
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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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. -
Turning Copilot into a system of action with Dynamics 365 Sales and Service plug-ins in Copilot Cowork
Copilot Cowork is where people delegate multi-step, multi-source work and review it, drawing across records, knowledge, email, and meetings, and increasingly across Sales and Customer Service together. -
Introducing Conversation Orchestration in Dynamics 365 Contact Center
Conversation orchestration in Dynamics 365 Contact Center enables real-time decisioning, dynamic prioritization, and intelligent automation across every customer interaction. -
Modernize IVR with AI Voice in Dynamics 365 Contact Center
For years, contact centers have relied on traditional IVR scripted workflows to manage customer conversations. -
Try Email Classification in Dynamics 365 Customer Service
Email classification in Dynamics 365 ensures only meaningful customer emails become cases. -
Managing Complex Service Work with Financial Clarity
Learn how Dynamics 365 unifies field service and project financials, enabling real-time profitability tracking, accurate billing, and connected service delivery. -
Public Preview: Quality Evaluation Agent Extends Quality Oversight to Email
The Quality Evaluation Agent (QEA) in Dynamics 365 Customer Service now supports email evaluations, available in Public Preview. -
Unlocking safer customer communications with Data Sensitivity Labels in Email
Data Sensitivity Labels for Emails bring classification and protection directly into customer service workflows, so service representatives can work confidently without slowing down. -
The next frontier of workforce planning: from forecasting to AI usage and Credit Estimation
AI is transforming workforce planning in Dynamics 365, where intelligent agents now execute core service tasks and contribute directly to business outcomes. -
Driving empathetic customer conversations with Email Sentiment
Email Sentiment in Dynamics 365 Customer Service brings emotional context into the email workflow, helping representatives understand customer tone, respond with empathy, and reduce escalations from the first reply. -
Introducing Consent‑Based Recording for Voice Agents and CSR Interactions in Dynamics 365 Contact Center
Consent-Based Recording in Dynamics 365 Contact Center captures caller consent early and enforces it across voice AI and agent interactions to support compliance and trust.
