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Enterprise team collaborating around analytics dashboards and business performance data to support AI-powered decision making

News and product updates November 3 5 min read

Sales Development Agent: Setup Best Practices for Enterprise-Grade Autonomous Prospecting

Learn best practices for setting up Sales Development Agent for enterprise prospecting, including governance, CRM integration, security, testing, and scalable deployment.

News and product updates October 21 6 min read

Microsoft Contact Center Intelligence: Transforming customer experience at agentic speed

Introducing Microsoft Contact Center Intelligence, bringing purpose-built agents and analytics to contact centers to modernize customer experiences.

Side view of female manager assisting her staffs in a call center

October 2 5 min read

From live streaming to real-time action: Real-time streaming analytics in Microsoft Dynamics 365 Contact Center

What if supervisors could act on operational issues before customers feel the impact? New real-time streaming analytics in Dynamics 365 Contact Center provide live insights into queues, conversations, and workforce performance, helping teams move from monitoring to action faster than ever.

News and product updates September 25 7 min read

Work IQ: Business and workplace intelligence in the flow of work

Work IQ now grounds Microsoft Copilot and agents in your core business data from Microsoft Dynamics 365 and Microsoft Power Platform.

News and product updates September 3 4 min read

Workforce management meets AI: WEM MCP tools for Dynamics 365 Service Agent

Workforce Engagement Management (WEM) MCP tools for Dynamics 365 Service Agent bring workforce actions into Copilot, Microsoft Teams, and Outlook.

Warehouse worker and manager checks stock and inventory with using digital tablet computer in the retail warehouse full of shelves with goods. Working in logistics, Distribution center

News and product updates August 20 5 min read

Build a connected foundation for Supplier Engagement and agentic AI with Microsoft Dynamics 365 Supply Chain Management

Supplier Engagement in Dynamics 365 Supply Chain Management helps organizations connect supplier experiences, procurement operations, and business data while creating a stronger foundation for AI and agentic business processes.

Worker scanning inventory in a warehouse using a tablet for supply chain management

News and product updates August 19 5 min read

Breaking the Company Boundary: Cross-Legal-Entity Fulfillment and Advanced Warehouse Support in DOM

Cross-Legal-Entity Fulfillment Optimization in Dynamics 365 enables organizations to source inventory across participating legal entities, automate intercompany transactions, and improve fulfillment decisions with Distributed Order Management.

Dispatcher team analyzing map data during night shift

August 14 5 min read

Announcing Shift Rotation Policies: automated shift rotations at scale

Introducing Shift Rotation Policies in Dynamics 365 Workforce Management, a new capability that automates rotating schedules, improves operational consistency, and reduces manual scheduling effort

Multiple professions sitting in an office

Analyst reports August 11 4 min read

Microsoft named a Leader in the 2026 Gartner® Magic Quadrant™ for CRM Sales Platforms for the sixteenth consecutive year

Microsoft has been named a Leader in the 2026 Gartner® Magic Quadrant™ for CRM Sales Platforms.

Young adult Asian woman working at call center desk while middle aged Caucasian woman guiding on computer, showing customer support teamwork. For service training, CRM, outsourcing marketing

News and product updates August 11 3 min read

Microsoft enhances the Implementation Portal for Dynamics 365 with business process visualization

Access Microsoft Business Process Catalog diagrams directly in the Dynamics 365 Implementation Portal to align stakeholders and improve implementation planning.

Man, customer and warehouse to explain with tablet for supply chain and selling product. Employee, people and conversation at factory for logistics, manufacturing and delivery or distribution service

News and product updates August 6 3 min read

Supplier Engagement in Dynamics 365 Supply Chain Management is now available in public preview

Supplier Engagement, now in public preview for Dynamics 365 Supply Chain Management, helps organizations streamline supplier onboarding, lifecycle management, and collaboration from a centralized workspace.

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News and product updates August 5 1 min read

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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