Audience type: IT decision maker
IT decision maker
Discover the latest updates, expert insights, and practical tips on leveraging Dynamics 365 to drive business success. Learn about new features, best practices for system management, and success stories from businesses using Dynamics 365.
Experience the future of customer service with AI agents
Three AI service agents for Dynamics 365 Customer Service and Contact Center are now available in public preview: Case Management, Customer Intent, and Customer Knowledge Management agents. Collectively these agents learn to address emerging issues, uncover new knowledge, and automate manual processes to boost business efficiency and reduce costs.
Integrate Field Service bookings with Outlook and Teams
Microsoft is introducing a powerful new Exchange Integration feature in Dynamics 365 Field Service, designed to seamlessly sync work order bookings with Outlook and Teams calendars. This feature lets technicians see their work assignments, personal appointments, and other work meetings in one place.
Inspection builder preview: digital transformation made easy with AI
In today’s digital era, many organizations still rely on paper for inspections, leading to inefficiencies and extra effort to digitize data. Dynamics 365 Field Service’s new inspection builder, powered by Copilot, addresses these challenges by seamlessly converting paper forms into digital templates, streamlining the process and enhancing data management.
Transform routing rule administration with bulk management
We’re continually improving Dynamics 365 Customer Service to help organizations deliver faster, smarter, and more efficient customer experiences. Today, we’re excited to announce that administrators will now be able to maintain routing rules in bulk.
Reimagine Project Quotes with Enhanced Experience and Time Phased Estimates in Dynamics 365 Project Operations
The quote lines represent the high-level components of work being delivered, while the quote line details capture granular estimates, tying in scheduling, cost, and revenue details.
Use the Contact Center AI summary for call quality management
An update is coming to the closed conversation form in Dynamics 365 Contact Center. If the administrator has enabled the option, service reps can view the recordings and transcripts at the end of the conversation. They can also view sentiment analysis, key metrics, AI summary, post call survey results, and sessions in the conversation journey.
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. With the increasing complexity of manufacturing operations and the need for digital transformation, it’s crucial for organizations to understand how Dynamics 365 can help them meet the challenges they face.
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. You can influence the schedule generated by the agent by crafting requirement views according to business objectives.
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. However, this advancement brings about the need for clear and precise terminology to avoid confusion.
Teams Phone extensibility for Dynamics 365 Contact Center
Contact centers play a crucial role in delivering exceptional customer support and driving business growth. With the rise of digitalization and advanced technologies, AI and automation have become essential for streamlining operations, improving efficiency, and nurturing stronger customer relationships. Today during Enterprise Connect, we announced Teams Phone extensibility for Microsoft Dynamics 365 Contact Center.