In modern contact centers, operational efficiency hinges on how quickly service representatives can transition between customer interactions. One often overlooked but critical phase is the wrap-up period—when service representatives finalize notes, update records, and prepare for the next engagement. Until now, wrap-up timers in Dynamics 365 Contact Center were limited to minute-level granularity. However, administrators were looking for more granular control to have a shorter wrap-up period after conversations. 

Administrators can now configure wrap-up timers in seconds. This means they have precise control over service representative availability. Additionally, they can streamline post-call workflows. 

Why it matters 

Contact centers vary widely in how much time service representatives need to wrap up after a conversation. For some, a full minute is excessive, leading to unnecessary idle time and reduced throughput. For others, shorter wrap-up periods can help meet aggressive service-level agreements (SLAs) and optimize resource utilization. 

Dynamics 365 Contact Center now allows organizations to set wrap-up time in seconds. This feature enables adaptation of wrap-up procedures to fit different operational requirements, accommodating both fast-paced settings and those needing additional flexibility. 

The enhanced wrap-up timer capability introduces configurable wrap-up durations starting at 30 seconds, down from the previous one-minute minimum. This flexibility allows contact centers to align wrap-up timing with service representative workflows and business goals. 

Sample scenario: High-volume retail contact center 

During a festive sale, a retail contact center faces a surge in webchat traffic. Previously, a 60-second wrap-up slowed service representatives’ availability. Now admins can set the timer to 30 seconds. This action lets them reclaim about 30 seconds per conversation without sacrificing note quality. 

Business benefits 

Organizations adopting second-level wrap-up timers can expect: 

• Improved service representative availability, especially in high-volume environments 

• Faster response times, helping meet SLA targets 

• Reduced operational costs, by minimizing idle time and optimizing service representative utilization 

These enhancements not only improve agent productivity but also contribute to better customer satisfaction and SLA compliance. 

Learn more 

To explore this feature in detail, visit the official documentation: Understand conversation states | Microsoft Learn

The post Boost productivity with precision wrap-up timers in Dynamics 365 appeared first on Microsoft Dynamics 365 Blog.

If you’re in sales and concerned that AI-generated outreach email might turn customers off, you’re not alone. Many sellers worry that automated outreach can feel impersonal, potentially eroding trust and damaging relationships. But our recent study paints a different picture—one that’s surprisingly optimistic. Survey responses from 45 businesses across industries–including education, banking, healthcare and tech— a different perspective and offer fresh insights into how AI-generated B2B outreach emails are actually being received.  

The Emotional Rollercoaster of Outreach Emails 

Before diving into AI topics in our survey, we mapped the emotional journey of customers with traditional outreach emails.  

The typical experience? Overwhelming, confusing, and often frustrating. Customers scan their inboxes, wary of spam and irrelevant offers. Even when an email seems promising, unclear next steps and clunky unsubscribe processes leave them annoyed. 

What they crave is simplicity: clarity, relevance, and control. 

Consent Is King 

Customers want absolute control over their inboxes. They define consent as an active opt-in—not a passive assumption. They expect clear unsubscribe options with confirmation messages and, ideally, deletion of personal data. 

Tone, Trust, and the AI Factor 

Customers are savvy. They verify senders, research companies on LinkedIn, and judge emails by their subject lines. Trust is not just built by who sends the email—but also how it’s sent. Personalization, transparency, and a clear value proposition matter more than whether the sender is human or AI.  

In fact, 33 out of 45 customers felt comfortable with AI agents doing outreach, and 5 were neutral. That’s 84% who didn’t mind—or even preferred—AI, as long as the message was relevant, concise and respectful. 

AI vs. Human: It’s Not a Battle—It’s a Balance 

Most customers said they wouldn’t treat an AI outreach email any differently than one from a human. The catch? They want the option to escalate to a human when things get complex—especially around pricing, payment, or sensitive data. As more companies use AI in outreach emails, customers may become more receptive to engaging with AI.  

They’re fine with AI handling initial outreach, answering basic questions, and even creating invoices. But when it comes to trust-building moments, human touch still matters. 

What Selling Companies Should Do 

If you’re considering AI outreach, here’s what our research suggests: 

• Humanize the message: Make AI-generated email copy more engaging and relatable by using everyday language, align it with your brand’s voice and tone, and personalize the email with customer names and purchase history. 

• Be transparent: Clearly state that the email is AI-generated—but make it indistinguishable in tone and quality from human. 

• Respect consent: Offer easy opt-outs, confirmations, and data privacy assurances. 

• Transparency on data security: Emphasize robust data security and privacy protections of info shared with AI as it is critical to building trust 

• Know when to hand off: Let AI handle the routine, but bring in humans for negotiation, escalation, and final transactions. 

Ready to engage with your customers using AI?  

Dynamics 365 Sales offers Sales Qualification Agent, which works around the clock to automate pipeline qualification and improve lead quality. Sales Qualification Agent proactively researches information about the lead and company, and can  identify customer fit and stage in the buying journey. The agent can also engage hundreds of leads at once with personalized e-mails and follow-ups. Your organization can configure the agent to meet the needs of your business, like handoff criteria for when it’s time to pass the lead to a seller.  

Final Thought: The Bar Is Low—Raise It with AI 

Customers aren’t rejecting AI—they’re rejecting bad outreach. Poorly crafted emails, pushy tactics, and irrelevant offers have set the bar low. AI-generated content, when done right, can raise that bar by being efficient, respectful, and surprisingly personable. 

So yes, bots belong in the inbox. Just make sure they’re the kind your customers want to talk to. 

Please Note: This is a developing area, and we will keep updating the information as we gather more information through further research. This study had a skew towards customers who have higher AI proficiency and were buying SaaS and logistics/ops products. The questions were asked strictly keeping transactional high volume low value B2B outreach in mind. 

The post AI in the inbox: Are your customers ready to embrace AI-powered outreach?  appeared first on Microsoft Dynamics 365 Blog.

Forward-looking organizations of all sizes that are looking to grow, scale, and accomplish more with the tools that they have today understand that managing financial data alone is not enough. These businesses need tools that centralize, manage, and optimize business processes from end to end.

Most teams looking to “graduate” from simplistic accounting software or outdated systems of record turn to cloud-first, and increasingly AI-powered Enterprise Resource Planning (ERP) software to deliver on this end-to-end vision.

If you’re thinking about end-to-end business management, and your business runs on Microsoft applications already for things like email, productivity, and business intelligence, there’s a Microsoft solution tailor-made for you: Dynamics 365 Business Central.

Dynamics 365 Business Central

Connect finance, sales, service, and operations.

Learn more

We believe that Business Central is a rock-solid ERP solution in its own right, helping over 45,000 small and medium businesses (SMBs) worldwide manage finance, operations, sales, and service in one solution—but it doesn’t end there. On top of that rock-solid foundation, you get the muscle of Microsoft AI, the extensibility of thousands of apps on AppSource, and, yes, native connectivity to the Microsoft 365 services and applications you’re already using.

Here’s a taste of what that means in practice:

• Data connectivity: Business Central synchronizes financial, operational, and customer data with Microsoft 365 apps, enabling users to access up-to-date information and edit that data in familiar interfaces like Excel without the need for middleware.
• Workflow automation: With Microsoft Power Automate, users can create automated workflows that bridge Business Central and Microsoft 365, streamlining processes such as approvals, notifications, and document management. Tools like Agent Builder and Microsoft Copilot Studio are enabling businesses to deliver powerful, AI-first workflows that run through Microsoft systems and beyond.
• Embedded experiences: Users can interact with Business Central data from within Microsoft 365 apps. For example, they can view and edit Business Central records in Excel, manage invoices and quotes in Outlook, and collaborate on business data in Microsoft Teams—all without switching contexts.
• Security and identity: Both platforms share Azure Active Directory for authentication and authorization, ensuring secure access and unified identity management across the integrated environment.
• AI and insights: The integration enables AI-powered features such as Microsoft Copilot and both prebuilt and custom agents, leveraging combined data from Business Central and Microsoft 365 to provide intelligent recommendations, automate routine tasks, and deliver actionable insights within daily workflows.

This architecture empowers SMBs to streamline operations, accelerate decision-making, and enhance customer experiences by leveraging unified data, automated processes, and AI-powered tools—all inside the applications teams use every day.

The nuts and bolts of seamless systems

Let’s take a deeper look at how these integrations can work in practice, the value that it can offer businesses, and the steps needed to manage these processes.

Outlook: Business Central can be made available in Outlook’s sidebar, and administrators even have the option to make finance, customer, and inventory insights available to users without a Business Central license. Advanced tools like Sales Order Agent in Business Central take this interconnectivity even further. With Sales Order Agent, inbound order requests can be fulfilled in Business Central automatically, taking into account inventory and customer preferences. All of this saves time and allows staff to focus on growth, not busy work.

Excel: Business Central allows users to view and edit business data—such as financial reports, budgets, or inventory lists—directly in Excel. The two-way synchronization means that changes made in Excel are instantly reflected in Business Central, and vice versa. This eliminates manual data exports and imports, reduces errors, and empowers finance teams to work with live data in a tool they know well. AI again can take these synergies a step further through Back Reconciliation with Copilot, saving hours of time and effort on month-end operations.

Teams: Collaboration is enhanced through Teams, where users can share Business Central records, discuss transactions, and make decisions together without switching apps. Teams’ chat and meeting features combine with Business Central’s business data—enabling sales, finance, and operations teams to work together in real time. This boosts transparency and ensures everyone is aligned on the latest information. With tools like Copilot Studio, you can create AI-powered agents in Teams that automatically update customer information, generate sales quotes, and centralize operational and engagement data in one place.

These connections work so well that you won’t even think about them, enabling better customer experience, faster growth, and a future-ready foundation for innovation.

Customers reaping the benefits of end-to-end connectivity

This of course isn’t a hypothetical—customers are seeing the benefits of unifying Business Central within the broader Microsoft ecosystem every day.

You can read many of these customer stories right now.

We see in many of these case studies how customers benefit significantly from the integration of Microsoft 365 and Business Central thanks to the seamless ease of use across familiar tools. By embedding business insights and workflows into applications like Outlook, Excel, and Teams, users are empowered to complete daily tasks without constantly switching between different systems. This intuitive experience minimizes the learning curve, reduces manual data entry, and ensures that employees can access real-time information within the environments they use every day. As a result, even those without a Business Central license can gain valuable insights, making financial and operational data more accessible and actionable for a broader range of users. 

The interconnectivity between Microsoft 365 and Business Central creates a unified digital workspace where data flows freely and processes are automated. Teams can collaborate in real time, make informed decisions together, and maintain alignment across departments through shared records and synchronized updates. This shared digital language eliminates silos and fosters transparency, allowing everyone in the organization to speak the same “data language.” Ultimately, these capabilities drive efficiency, enable faster innovation, and support growth by creating a future-ready foundation where technology adapts to business needs rather than standing in the way. 

A future-ready foundation

Integrating Business Central with Microsoft 365 is more than a technical upgrade—it’s a strategic shift. By unifying data, automating workflows, and embracing AI, SMBs gain the agility, resilience, and speed to grow confidently.

Whether you’re a manufacturer optimizing your supply chain, a finance team closing faster in Excel, or a partner building vertical solutions, Business Central + Microsoft 365 gives you a future-ready platform ready to tackle today’s challenges and set you up to own the future.

The post Tackle the future of business operations with the combined power of Microsoft 365 and Dynamics 365 Business Central appeared first on Microsoft Dynamics 365 Blog.

For organizations that rely on frontline workers to service and maintain assets in the field, the offline-first experience in Dynamics 365 Field Service Mobile has long been a lifeline. Whether at factory floors, remote oil fields, or underground facilities, your teams can keep working without a network. 

But what about those moments when connectivity is available? Why not take advantage of it? 

We’re excited to introduce Online mode, a new capability that allows technicians to access live Dataverse data from the Offline-First application, giving users the best of both worlds: offline reliability and real-time access. 

Why This Matters

Field service environments are unpredictable. A technician may have a 5G connection at 9:00 AM and no signal by lunch. Traditionally, mobile access has focused on being offline-first, locking the user in to use data stored on their local device, ensuring the app continues to function no matter what. 

However, more frontline workers are working in semi-connected or fully connected environments — city rooftops, modern warehouses, customer facilities with Wi-Fi. In these situations, relying only on pre-downloaded data (defined by the mobile offline profile) can slow down workflows and limit access to up-to-date records. 

With Online mode, users now have the option to tap into live data in Dataverse, allowing them to: 

• Search and locate data beyond the boundaries of their offline profile 

• See real-time changes to records like assets, work orders, or inventory 

• Immediately retrieve up-to-date schedules, instructions, or notes 

• Access files on SharePoint saved to the cloud. 

Online Mode Capabilities 

When working with the latest version of the Field Service Mobile app, frontline workers can now: 

• Switch between Offline-first and Online mode based on their connectivity and job needs 

• Access live Dataverse data directly when Online mode is active. 

• Continue to sync offline data in the background while working in Online mode 

• Switch back to Offline-first mode if connectivity is lost and continue working with data already synchronized to their device. 

No more guesswork. Users always know whether they’re working from their local database or the cloud. 

What IT Managers Should Know 

Enabling this feature requires only a configuration change in the Power Apps maker experience.  

After enabling the configuration and publishing the App Module, users will begin seeing the online Toggle within their Field Service Mobile application.

Getting Started: Best Practices for Rollout 

We recommend the following steps for a smooth introduction: 

1. Train users to understand the differences between online and offline mode and how to switch between operating modes in the application within the Offline Status page. 

2. Roll out to techs in high-connectivity areas (urban, in-building roles) 

3. Gather feedback to optimize your mobile offline profile based on real usage 

4. Monitor performance and sync behavior with telemetry tools 

With the new Online mode, your technicians don’t have to choose between reliability and real-time access — they get both. 

• Work confidently offline 

• Switch to online to search or update live data 

• Never miss a critical update from the field or dispatch 

• Stay productive, no matter the network status 

Ready to empower your team? Update your Field Service Mobile app today and start using Online mode. 
→ Learn more in our documentation 

The post Go Beyond Offline: Introducing Online Mode for Field Service Mobile  appeared first on Microsoft Dynamics 365 Blog.