Microsoft Dynamics 365 Blog
The future of agentic CRM and ERP
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Governance in the Quality Management agent is now generally available
Governance in Dynamics 365 Customer Service helps organizations evaluate outbound emails and attachments against business-defined policies before delivery, reducing risk and ensuring compliant customer communications.
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From Answers to Action: What’s New with Copilot in Dynamics 365 Customer Service
Service Agent extends Dynamics 365 Customer Service beyond traditional assistance by enabling AI-powered actions across cases, knowledge, email, and workflow management in Microsoft 365 Copilot. -
Expanding scheduling choice in Dynamics 365 Field Service with Solvares’ VISITOUR accelerator
Microsoft is expanding scheduling choices in Dynamics 365 Field Service with the Solvares VISITOUR accelerator. -
Trust before you automate: introducing Shadow Mode in Case Management Agent
Shadow Mode in Case Management Agent lets you evaluate AI on live production cases, without taking any action.
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News and product updates
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Bring Dynamics 365 Customer Service to MCP-compatible AI clients: Customer Service MCP Server is now generally available
The Dynamics 365 Customer Service MCP Server is now generally available, enabling MCP-compatible AI clients to securely access customer service data, cases, knowledge, and workflows through a standardized connection model. -
Listening, Learning, and Delivering: New Schedule Board Enhancements for Everyday Scheduling
Discover the latest Dynamics 365 Field Service Schedule Board enhancements designed to help schedulers work faster.
Engage with the Dynamics 365 Community
Whether you’re a seasoned expert or just getting started, our Dynamics 365 community forum is your space to connect, share, and grow.
Tips and guides
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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. -
Better Collaboration, Better Care: All Consult Capabilities in Dynamics 365 Contact Center
Dynamics 365 Contact Center consult capabilities enable real-time collaboration across voice and digital channels, helping representatives bring in the right expertise without transfers, repetition, or lost context. -
Reimagining Secure Customer Interactions with Secure Consult & Transfer
Across industries such as financial services, healthcare, and public sector, organizations must enable customers to complete high‑trust actions (like payments or identity verification) without exposing sensitive information to agents or core contact center systems. -
The Key Facets of AI Evaluation in the Contact Center
Organizations must think about when, how, by whom, and on what data AI systems are evaluated.
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