Fluent v2.0 for Customer Service: A unified, modern experience
Fluent v2.0 is Microsoft’s next-generation design language, and it’s now fully implemented across all Dynamics 365 Customer Service components.
News and product updates
Stay informed of the latest advancements, enhancements, and announcements in Microsoft Dynamics 365. We bring you the latest updates and news, essential for business decision-makers looking to stay ahead of the digital curve.
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Let it close itself: Smart, autonomous case closure is here
What’s one of the most persistent challenges in customer service? The last mile. -
Microsoft Ignite 2025: Powering Frontier Firms with agentic business applications
Accelerate transformation with the Microsoft Sales Development Agent and MCP Servers. -
Revolutionizing customer support with autonomous case resolution
In today’s fast-paced digital landscape, customer expectations are higher than ever. -
Effortlessly create and update cases with Case Management Agent
Customers expect quick and smooth help when they reach out to customer support—whether it’s about a delayed order, a product question, or a service issue. -
Listening, Learning, and Delivering: Field Service Upgrades for Everyday Scheduling
Over the last few months, our scheduling team has focused on strengthening the core product by addressing the real-world needs of dispatchers, admins, frontline workers, and managers. -
Evolving the Dynamics 365 ERP Model Context Protocol (MCP) Server
Microsoft is extending that foundation with two major advancements: The Dynamics 365 ERP MCP server is evolving from static to dynamic. -
3 ways to navigate changing tariffs with AI agents
Stay ahead of shifting tariffs with an AI agent that monitors trade updates, automates compliance checks, and helps your supply chain adapt to global changes in real time. -
From systems of record to systems of action: Dynamics 365, agentic business applications for the frontier
Discover how agentic business applications in Dynamics 365 are transforming data into real-time decisions and measurable outcomes. -
Elevating Sales Performance with Microsoft’s Sales Research Agent: How Rigorous Evaluation Unlocks Trust and Transformation
The Sales Research Agent in Dynamics 365 Sales automatically connects to live CRM data and can connect to additional data stored elsewhere, such as budgets and targets. -
Empowering Finance with an AI Assistant in Microsoft 365 Copilot
The Finance in Microsoft 365 Copilot, formerly Microsoft Copilot for Finance, is now generally available, helping finance teams bring ERP-connected data and workflows directly into the flow of work. -
Announcing sensitive data redaction for voice AI agents
We are excited to introduce sensitive data redaction in Dynamics 365 Contact Center, a major advancement in privacy-first AI for customer service.
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