Microsoft Dynamics 365 Blog
The future of agentic CRM and ERP
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Take the Guesswork Out of Project Quoting with What-if Analysis in Dynamics 365 Project Operations
Make smarter, faster, and more confident quote decisions—right where you work.
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Introducing Service Agent in Microsoft 365 Copilot
Service Agent brings Dynamics 365 Customer Service context, insights, and actions directly into Microsoft 365 Copilot. -
Better Collaboration, Better Care: All Consult Capabilities in Dynamics 365 Contact Center
Dynamics 365 Contact Center consult capabilities enable real-time collaboration across voice and digital channels, helping representatives bring in the right expertise without transfers, repetition, or lost context. -
All Transfer Capabilities in Dynamics 365 Contact Center
Dynamics 365 Contact Center enables seamless customer handoffs with flexible transfer options, including direct, warm, queue, Teams, and external transfers.
Explore by Job Role
News and product updates
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Meet the Contact Center Champions Driving the Future of Customer Experience
Meet the practitioners shaping how Dynamics 365 Contact Center is adopted, scaled, and improved in real‑world environments. -
Support Parallel Processing for Archive Jobs in Dynamics 365 Finance and Operations
We’re pleased to introduce a new capability for Dynamics 365 Finance and Operations archive with Dataverse long-term retention: parallel processing for archive jobs.
Engage with the Dynamics 365 Community
Whether you’re a seasoned expert or just getting started, our Dynamics 365 community forum is your space to connect, share, and grow.
Tips and guides
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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. -
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. -
Measuring What Matters: Redefining Excellence for AI Agents in the Contact Center
The contact center industry is at an inflection point. -
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.
Get started with Dynamics 365
Drive more efficiency, reduce costs, and create a hyperconnected business that links people, data, and processes across your organization—enabling every team to quickly adapt and innovate.
