Use expanded Copilot for Service capabilities in your CRM
On July 1, we are introducing several new capabilities in Copilot for Service to further support agents working in their CRM of choice.
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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Transition from unified routing diagnostics to Azure Application Insights
As of May 9, 2024, we are phasing out unified routing diagnostics and integrating its capabilities into Azure Application Insights. -
Announcing Dynamics 365 Contact Center – a Copilot-first cloud contact center to transform service experiences
Today we are thrilled to announce the latest milestone in our journey towards modernizing customer service: Microsoft Dynamics 365 Contact Center, a Copilot-first contact center solution that delivers generative AI to every customer engagement channel. -
Try skill-based agent search in Dynamics 365 Customer Service
We’re excited to announce skill-based agent search, designed to enhance agent collaboration and improve agent efficiency within Dynamics 365 Customer Service. -
Empower agents to draft case-based knowledge articles with Copilot
Agents can use Copilot to generate a knowledge draft based on case data including case descriptions, email exchanges, summaries, and agent notes. -
Extend Copilot capabilities with plugins
Introducing prompt plugins, enabling agents to securely access Dataverse data such as customers, products, and cases, through Copilot. -
Try the agent call quality survey in Dynamics 365 Customer Service
Try the agent call quality survey in Dynamics 365 Customer Service to swiftly identify and respond to any issues impacting the agent experience. -
Create Dynamics 365 implementation projects easily with the new onboarding wizard
A new onboarding wizard in the Dynamics 365 Implementation Portal makes it easy to create implementation projects and access guidance, insights, and recommendations all along the way to deployment. -
Microsoft unveils AI features for manufacturers at Hannover Messe 2024
At Hannover Messe, the world’s leading industrial trade fair, organizations across engineering, digital technologies, energy, and more will gather to demonstrate solutions for high-performance, sustainable industries. -
AI-powered innovations enhance customer service with 2024 release wave 1
We’re excited to announce the general availability of new and enhanced experiences in Microsoft Dynamics 365 Customer Service as part of our 2024 release wave 1 cadence. -
Monitor Copilot responses in Dynamics 365 Customer Service
You can use the underlying agent experience data that powers the Copilot dashboard to get interaction data such as transcripts, agent actions, and agent feedback about Copilot responses. -
2024 release wave 1 kicks off with hundreds of AI-powered capabilities for Microsoft Dynamics 365 and Microsoft Power Platform
We launched the 2024 release wave 1 for Microsoft Dynamics 365 and Microsoft Power Platform, a rollout of new features and enhanced capabilities slated for release between April and September 2024.
