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. Enhance your decision-making with valuable content tailored for IT decision makers.

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May 19

1 min read

Unlocking safer customer communications with Data Sensitivity Labels in Email

Data Sensitivity Labels for Emails bring classification and protection directly into customer service workflows, so service representatives can work confidently without slowing down.
News and product updates

May 15

4 min read

The next frontier of workforce planning: from forecasting to AI usage and Credit Estimation

AI is transforming workforce planning in Dynamics 365, where intelligent agents now execute core service tasks and contribute directly to business outcomes.
News and product updates

May 12

2 min read

Driving empathetic customer conversations with Email Sentiment

Email Sentiment in Dynamics 365 Customer Service brings emotional context into the email workflow, helping representatives understand customer tone, respond with empathy, and reduce escalations from the first reply.
News and product updates

May 8

2 min read

Introducing Consent‑Based Recording for Voice Agents and CSR Interactions in Dynamics 365 Contact Center

Consent-Based Recording in Dynamics 365 Contact Center captures caller consent early and enforces it across voice AI and agent interactions to support compliance and trust.
April 30

4 min read

Introducing Service Operations Agent in Dynamics 365 Contact Center

We are excited to preview Service Operations Agent.
News and product updates

April 29

2 min read

Introducing Governance in Dynamics 365 Customer Service: A New Era of Policy-Driven Communication

Governance in Dynamics 365 Customer Service introduces policy-driven email validation in Public Preview.
News and product updates

April 28

2 min read

Bringing End‑to‑End Visibility to Customer Service and Contact Centers with Screen Recording in Dynamics 365

Gain end‑to‑end visibility into agent workflows with screen recording in Dynamics 365 Customer Service and Contact Center to improve coaching, compliance, and quality evaluations.
News and product updates

April 27

5 min read

Meet Your Agentic Contact Center

Dynamics 365 Contact Center introduces a coordinated agent model where AI agents work together across engagement, quality, and operations for better outcomes.
April 2

3 min read

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.
News and product updates

April 1

4 min read

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.
News and product updates

March 31

3 min read

Introducing Service Agent in Microsoft 365 Copilot

Service Agent brings Dynamics 365 Customer Service context, insights, and actions directly into Microsoft 365 Copilot.
Tips and guides

March 26

3 min read

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.

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