Use the Contact Center AI summary for call quality management
An update is coming to the closed conversation form in Dynamics 365 Contact Center.
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Transforming manufacturing with Microsoft Dynamics 365: A comprehensive analysis
The study provides a clear picture of the financial, operational, and strategic benefits of adopting Dynamics 365. -
Transform dispatching in Dynamics 365 Field Service with Scheduling Operations Agent
When optimizing the schedule, the agent considers existing bookings as well as additional unfulfilled requirements. -
Naming updates to Copilot Service workspace and service representatives
In today’s fast-evolving customer service landscape, the integration of AI, such as Copilot and autonomous agents, is transforming how businesses interact with their customers. -
Teams Phone extensibility for Dynamics 365 Contact Center
Contact centers play a crucial role in delivering exceptional customer support and driving business growth. -
Dynamics 365 Contact Center strengthens patient trust with HIPAA compliance
We’re excited to share that as of March 5, 2025, Microsoft Dynamics 365 Contact Center has officially become Health Insurance Portability and Accountability Act (HIPAA) compliant. -
Update the connection limits for custom Contact Center reports
Dynamics 365 Contact Center provides out-of-the-box analytics that monitor key operations metrics in a contact center. -
Unlock the Customer Feedback Survey Agent powered by Copilot Studio
Contact center managers can use Copilot Studio Survey in the Contact Center admin center to dynamically respond to customer feedback. -
Spatial annotations for frontline technicians with Dynamics 365 Field Service & Microsoft Teams
Using spatial annotations is as straightforward as joining a Teams meeting or making a call. -
Mobile Offline Data with Application Insights
This feature uses Application Insights to provide detailed analytics and reporting capabilities. -
End of support for Smart Assist case and knowledge suggestions
As Copilot in Dynamics 365 Customer Service continues to improve, it offers a better alternative for case and knowledge suggestions than Smart Assist. -
Transition from Unified Service Desk to Customer Service workspace
On April 1, 2026, we are deprecating the Microsoft Dynamics 365 Unified Service Desk (USD) with CRM Online application.
