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.
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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Use the Contact Center AI summary for call quality management
An update is coming to the closed conversation form in Dynamics 365 Contact Center. -
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. -
Microsoft named a Leader in The Forrester Wave™: Customer Relationship Management, Q1 2025
Today, we’re delighted to announce that Microsoft has been named a Leader in The Forrester Wave™: Customer Relationship Management, Q1 2025. -
The future of manufacturing with Microsoft Dynamics 365 is here—are you ready?
This week, thousands of manufacturers will gather at Hannover Messe 2025 for insights into the changing manufacturing landscape. -
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. -
Unlock the Customer Feedback Survey Agent powered by Copilot Studio
Contact center managers can use Copilot Studio Survey in the Contact Center admin center to dynamically respond to customer feedback. -
Accelerating sales with unified data in the AI era
AI-powered customer profiling enables a shift from reactive decision making by sales teams to proactive customer engagement. -
2025 release wave 1 plans for Microsoft Dynamics 365, Microsoft Power Platform, and Role-based Copilot offerings
We’ve published the 2025 release wave 1 plans for Microsoft Dynamics 365, Microsoft Power Platform, and role-based Copilot offerings. -
Transition from Unified Service Desk to Customer Service workspace
On April 1, 2026, we are deprecating the Microsoft Dynamics 365 Unified Service Desk (USD) with CRM Online application. -
Microsoft is named a Leader in the 2024 Gartner® Magic Quadrant™ for CRM Customer Engagement Center
We’re proud to announce that Microsoft has been named a Leader in the 2024 Gartner Magic Quadrant for CRM Customer Engagement Center.
