Dynamics 365 Customer Service

Explore the latest in Dynamics 365 Customer Service. Learn how AI and automation can help enhance customer interactions and streamline service operations.

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News and product updates

February 5

1 min read

General Availability of Quality Evaluation Agent’s conversation capabilities

Quality Evaluation Agent in in Dynamics 365 Customer Service and Dynamics 365 is an AI-led evaluation framework that empowers teams to deliver consistent, scalable quality oversight and automate quality evaluations across customer interactions.
Tips and guides

February 4

4 min read

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.
News and product updates

November 26, 2025

3 min read

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.
Tips and guides

November 25, 2025

3 min read

Elevate service automation with timeout rules for automatic actions

As organizations continue to scale out digital customer service, the need for reliable automation grows.
Tips and guides

November 24, 2025

2 min read

Enhance productivity with Copilot-recommended email templates

In today’s fast-paced digital landscape, customer service teams need speed and consistency to meet rising expectations.
November 21, 2025

1 min read

Customer Feedback Survey Agent is now generally available

We are thrilled to announce that the Customer Feedback Survey Agent, powered by Microsoft Copilot Studio in Dynamics 365 Contact Center, is now generally available for the chat channel.
News and product updates

November 18, 2025

2 min read

Let it close itself: Smart, autonomous case closure is here

What’s one of the most persistent challenges in customer service? The last mile.
Events

November 18, 2025

4 min read

Microsoft Ignite 2025: Powering Frontier Firms with agentic business applications

Accelerate transformation with the Microsoft Sales Development Agent and MCP Servers.
News and product updates

November 17, 2025

2 min read

Revolutionizing customer support with autonomous case resolution

In today’s fast-paced digital landscape, customer expectations are higher than ever.
News and product updates

November 14, 2025

2 min read

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.
Tips and guides

November 12, 2025

5 min read

Building trust and consistency: The evaluation framework behind QEA

In our recent blog, we introduced how the Quality Evaluation Agent elevates support excellence by bringing automation, consistency, and intelligence to quality assessments.
Tips and guides

November 6, 2025

2 min read

Use custom multisession apps in Copilot Service workspace

Customer service organizations need tailored, high-productivity employee experiences in order to grow and scale.

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