Microsoft 365 and Dynamics 365 now provide a unified customer service experience
Service Agent is now generally available, helping customer service teams understand issues, find answers, and take action from one Copilot experience.
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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Introducing the Onboarding Agent in Dynamics 365 Human Resources
Now in public preview, the Onboarding Agent delivers a connected experience that helps streamline onboarding activities. -
Dynamics 365 Commerce introduces agentic capabilities with Model Context Protocol (MCP)
The Dynamics 365 Commerce MCP server enables AI agents to connect securely with retail operations, inventory, pricing, checkout, and fulfillment through the open Model Context Protocol (MCP). -
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. -
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.
