Enhance customer service with advanced prioritization
Efficient workload management is essential in customer service environments where diverse customer interactions flow through multiple channels.
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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. -
Preview upcoming Dynamics 365 features at the Microsoft Business Applications Launch Event
See firsthand how new technologies can empower your organization at the Microsoft Business Applications Launch Event. -
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. -
Use agreements in Field Service to automatically generate recurring work orders
Agreements in Dynamics 365 Field Service help streamline recurring operations consistently. -
Use the Contact Center AI summary for call quality management
An update is coming to the closed conversation form in Dynamics 365 Contact Center. -
Sales Order Agent in Microsoft Dynamics 365 Business Central: Now in public preview
We’re pleased to share that the Sales Order Agent for Microsoft Dynamics 365 Business Central is now available in paid public preview. -
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. -
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.
