Enhance customer service with advanced prioritization
Efficient workload management is essential in customer service environments where diverse customer interactions flow through multiple channels.
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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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. -
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. -
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. -
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. -
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. -
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.
