Customer service

Elevate your customer service with Microsoft Dynamics 365 insights and tools that drive satisfaction and loyalty. Treat every interaction as an opportunity to delight and retain customers through intelligent, streamlined support solutions.

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News and product updates July 30 3 min read

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.
News and product updates July 15 4 min read

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.
News and product updates July 9 3 min read

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.
News and product updates June 30 4 min read

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.
News and product updates June 22 6 min read

Customer experience leadership in the age of AI: A new operating model with Dynamics 365

The Microsoft 2026 Work Trend Index is clear: the constraint on transformation is not people, but the gap between what employees can do and what organizations are built to support.
News and product updates June 22 6 min read

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.
News and product updates June 16 3 min read

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.
News and product updates June 10 4 min read

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.
News and product updates June 5 7 min read

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.
News and product updates June 3 2 min read

Try Email Classification in Dynamics 365 Customer Service

Email classification in Dynamics 365 ensures only meaningful customer emails become cases.
News and product updates June 1 1 min read

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.
May 19 1 min read

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.

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