CRM

Customer service agents sitting with headsets at laptops smiling.

News and product updates
March 29, 2024
4 min read

Maximize efficiency with forecasting in Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service brings a powerful forecasting feature that empowers businesses to predict and manage their service volumes and agent demands effectively.

Microsoft Dynamics 356 Customer Service icon next to a customer service agent on her laptop

Analyst reports
March 27, 2024
4 min read

Forrester TEI study shows 315% ROI when modernizing customer service with Microsoft Dynamics 365 Customer Service

We are pleased to share the results of a March 2024 Forrester Consulting Total Economic Impact (TEI) Study commissioned by Microsoft.

graphical user interface, application, email

News and product updates
March 25, 2024
5 min read

Introducing the new Work Order Experience in Dynamics 365 Field Service

The new work order experience in Dynamics 365 Field Service, introduced in the 2023 release wave 2, offers a refreshed user interface that revolutionizes work order creation, management, and scheduling.

Events
March 25, 2024
2 min read

Explore the next wave of AI innovation at the Microsoft Business Applications Launch Event

Join Microsoft product leaders and engineers on April 10, 2024 for an in-depth look at the latest AI features and capabilities in Dynamics 365 and Microsoft Power Platform.

Customer service support call in action, including the Dynamics 365 Customer Service icon.

Analyst reports
March 11, 2024
4 min read

Microsoft is a Leader in The Forrester Wave™: Customer Service Solutions, Q1 2024

Most organizations find it’s no longer good enough to just measure successful service engagements solely on whether a customer issue is resolved.

abstract image of two people looking at a computer

News and product updates
March 4, 2024
7 min read

AI in CRM and ERP systems: 2024 trends, innovations, and best practices

The time has come to think about AI as something much more than a technological tool.

News and product updates
February 26, 2024
4 min read

Empowering Business innovation for modernizing Retailers and manufacturers with Copilot: Unleashing Dynamics 365 Commerce investments for 2024 Wave 1

Dynamics 365 Commerce is a comprehensive omnichannel solution that empowers retailers to deliver personalized, seamless, and differentiated shopping experiences across physical and digital channels.

News and product updates
February 19, 2024
3 min read

Use Microsoft Copilot for Service with your external CRM

Just like Copilot in Dynamics 365 Customer Service, Copilot for Service enables agents to easily manage customer inquiries, track service requests, and provide personalized support.

Close up of laptop with sales dashboard; preparing to present

News and product updates
February 15, 2024
2 min read

Dynamics 365 Sales: Enhanced overview for tracking features & settings

In the ever-growing world of Microsoft Dynamics 365 Sales, there is always a host of capabilities that could be enabled to support sellers, complemented by monthly releases packed with innovations.

Customer stories
February 14, 2024
4 min read

Adapting to change with Microsoft Dynamics 365 Sales: Customers’ success stories

In a rapidly changing business landscape, organizations face numerous challenges in meeting their customers’ expectations and staying relevant.

Image incorporating the icons for Copilot, Dynamics 365 Sales, and Dynamics 365 Customer Services, and incorporating a photograph of a people sitting at a table with a laptop

February 12, 2024
5 min read

Build your Copilot testing strategy in Dynamics 365 Customer Service

Introducing a new tool like Copilot in Customer Service to customer service agents must be well-tested and validated.

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Tips and guides
February 5, 2024
4 min read

Enhanced focused view in Dynamics 365 Sales helps optimize task execution!

In the fast-paced world of sales, sellers are now expected to be adept multitaskers.

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