Administrator

Stay updated with the latest news, expert insights, and practical tips tailored for IT administrators. Learn about new features, best practices for system management, and success stories from businesses using Dynamics 365. Enhance your administrative skills and drive efficiency in your organization.

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February 26

2 min read

Announcing Desktop Companion App (DCA) support for Dynamics 365 Contact Center Embedded in Third-Party CRMs

Introducing Desktop Companion App (DCA) support for Dynamics 365 Contact Center in Embedded mode, delivering lower latency, improved reliability, and resilient voice continuity when Customer Service Reps (CSR) work inside thirdparty (3P) CRM environments.
Tips and guides

February 25

2 min read

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.
News and product updates

February 13

2 min read

Announcing End of Support for Dynamics 365 Project Service Automation (PSA) on the U.S. Government cloud

We are announcing the end of support for end of support of Dynamics 365 Project Service Automation on GCC beginning March 31st, 2027.
News and product updates

February 5

1 min read

General Availability of Quality Evaluation Agent’s conversation capabilities

Quality Evaluation Agent in in Dynamics 365 Customer Service and Dynamics 365 is an AI-led evaluation framework that empowers teams to deliver consistent, scalable quality oversight and automate quality evaluations across customer interactions.
Tips and guides

February 4

4 min read

Evaluating AI Agents in Contact Centers: Introducing the Multi-modal Agents Score

Introducing the Multimodal Agent Score (MAS)—a unified, absolute measure of end‑to‑end conversational quality designed for AI agents operating across modalities.
Tips and guides

February 4

4 min read

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.
Tips and guides

February 4

10 min read

Measuring What Matters: Redefining Excellence for AI Agents in the Contact Center

The contact center industry is at an inflection point.
News and product updates

February 3

2 min read

Announcing General Availability of Proactive Voice Enhancements in Dynamics 365 Contact Center

Answering machine detection, SIP call outcomes, and predictive dialing are now available for proactive voice scenarios.
News and product updates

January 28

5 min read

From manual work to meaningful selling: How Agentic AI is transforming Dynamics 365 Sales

Agentic AI in Dynamics 365 Sales reduces manual CRM work by turning unstructured information into actionable insights, helping sellers capture data faster, explore pipeline trends with natural language, and focus more on meaningful selling.
Tips and guides

October 27, 2025

2 min read

Use session restore for seamless continuity in Customer Service

As customer service representatives juggle multiple cases, tabs, and applications throughout their day, interruptions—whether from browser crashes, accidental closures, or system reboots—can be costly.
Tips and guides

October 17, 2025

1 min read

Use custom productivity tools in Dynamics 365 Customer Service

As customer service teams strive to deliver faster, more personalized support, the need for tailored productivity enhancements has never been greater.
News and product updates

October 13, 2025

3 min read

Integrate Field Service bookings with Outlook and Teams, now Generally Available.

With Release Wave 2 2025, we’re excited to announce the General Availability (GA) of Exchange Integration for Dynamics 365 Field Service.

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