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In this edition of our monthly roundup, we’re recapping the most exciting new features Microsoft Copilot Studio released in October 2025.
The post What’s new in Copilot Studio: October 2025 appeared first on Microsoft 365 Blog.
Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
This article is contributed. See the original author and article here.
Customer service organizations need tailored, high-productivity employee experiences in order to grow and scale. Dynamics 365 Copilot Service workspace (CSw), formerly known as Customer Service workspace, has long offered a robust multisession interface—but until recently, this capability was limited to a single, out-of-the-box app. That’s changing. With the introduction of custom multisession apps, organizations can now build and deploy multiple tailored workspace applications, each with its own sessions, productivity tools, and business logic.
Many enterprises operate multiple contact centers or service lines, each with unique workflows, security roles, and data models. Previously, these teams were forced to share a single CSw app, leading to complex sitemap configurations, overlapping views, and increased risk during solution deployments
With custom multisession apps, each business unit can now have its own dedicated workspace. This customized approach is streamlining operations and reducing administrative overhead.
This capability is especially valuable for organizations like banks, insurers, and government agencies, where different departments require strict separation of data and UI components. For example, a customer with four contact centers can now deploy four distinct multisession apps, each optimized for its specific audience.
Custom multisession apps are built on model-driven apps and enhanced through the Copilot Service admin center. Admins can enable the “Multisession with productivity tools” setting under Workspaces, which wraps the app in the familiar tabbed interface of CSw. Once enabled, the app supports session-based navigation, productivity tools like Copilot, and macros—just like the standard CSW experience.
Developers can further extend these apps using the App Profile Manager (APM) JavaScript APIs. These APIs expose methods like createSession, createTab, and closeSession. This allows for deep customization of session behavior, including launching sessions from external systems or embedding third-party providers.
Global organizations are already exploring custom multisession apps to support hybrid personas and dual-licensed users across sales and service scenarios. These apps allow them to consolidate functionality while maintaining the flexibility to tailor experiences per role. Feedback from early adopters highlights the value of maintaining a consistent tabbed layout while introducing new capabilities like Copilot and channel integrations.
Custom multisession apps are now generally available. As the feature matures, Microsoft plans to expand support for additional productivity tools, session templates, and cross-app navigation scenarios.
Whether you’re modernizing legacy deployments or scaling your service operations across multiple lines of business, custom multisession apps offer a powerful path forward. They combine the flexibility of model-driven apps with the productivity of CSw.
To learn more, read the documentation: Enable multisession experience and productivity tools in custom apps | Microsoft Learn
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Microsoft is pleased to announce that we are making in-country data processing for customers’ Microsoft 365 Copilot interactions available in 15 countries around the world.
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Business Leaders today are under increasing pressure to deliver operational excellence while navigating fragmented systems, manual workflows, and rising expectations for real-time insights. For Frontier Firms, traditional enterprise resource planning (ERP) platforms are no longer sufficient. Businesses now require agentic ERP solutions that enable scalable growth, intelligent automation, and data-driven decision-making.
According to IDC’s May 2025 SaaSPath Survey, 44% of organizations surveyed plan to invest in AI-powered ERP and 22% of organizations surveyed say they plan to replace their current systems if generative AI isn’t included in the next release.1 This marks a pivotal moment for innovation and Microsoft is in the forefront.
Microsoft’s ongoing investment in Microsoft Dynamics 365 ERP empowers finance and operations Leaders to meet evolving needs. We’re proud to be named a Leader in the first AI-centric IDC MarketScape: Worldwide AI-Enabled Large Enterprise ERP Applications 2025 Vendor Assessment.
We believe this recognition highlights the strength of Dynamics 365, particularly its Copilot and agent capabilities, redefining procure-to-pay and record-to-report processes with intelligent automation, predictive insights, and streamlined integration.
The IDC MarketScape notes, “Microsoft AI strategy is one of the first announced in the industry. It is progressing with Microsoft Copilot, transitioning from an assistant and advisor to an agent. The agents are developing in Microsoft Dynamics 365 as tasks and basic workflow agents, to more encompassing agents across larger business processes. In addition, Microsoft Copilot Studio lets teams design and govern agents, publish them into Microsoft 365 surfaces, and enforce data controls with Microsoft Purview.” For decision makers, this signals a strategic opportunity to drive operational transformation, help reduce manual overhead, and unlock scalable innovation through AI-powered ERP.
Microsoft was positioned as a Leader in the 2025 IDC MarketScape for Worldwide AI-Enabled Large Enterprise ERP Applications based on three strengths: “AI vision,” “comprehensive stack,” and “adaptability, extensibility, and improved KPIs.” The IDC Market Scape notes that, “Microsoft Dynamics 365 is designed for AI from the infrastructure through models, data, and orchestration to apps and extensibility layers. It is built for composability, extensibility, config, security, and global scale. References noted they like the full-stack approach.”
This full-stack approach is important. By integrating AI at every layer—from infrastructure to applications, Microsoft ensures that organizations can innovate quickly, scale confidently, and adapt to changing business needs.
The true measure of any technology is its impact on customers. Across industries, Microsoft customers are driving efficiency, flexibility, and intelligence in their operations with Dynamics 365:
These stories illustrate what’s possible when organizations embrace AI-powered ERP: streamlined processes, enhanced decision-making, and future-proofed enterprise systems.
As the pace of business accelerates, the need for dynamic, AI-led ERP systems will only grow. The IDC MarketScape suggests that organizations consider Microsoft if they “need to move to a dynamic, AI-led ERP system to bring significant benefits to their organization.” Whether you’re looking to streamline processes, enhance decision-making, or future-proof your enterprise systems, Microsoft is ready to help you lead.
We encourage you to explore the full insights in the IDC MarketScape excerpt: IDC MarketScape: Worldwide AI-Enabled Large Enterprise ERP Applications 2025 Vendor Assessment.
At Microsoft, we believe the future of ERP is agentic—intelligent, adaptive, and deeply integrated with the way people work. We are committed to helping our customers harness the power of AI to drive operational excellence, unlock new opportunities, and achieve more.
Source: IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of ICT suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each vendor’s position within a given market. The Capabilities score measures vendor product, go-to-market and business execution in the short-term. The Strategy score measures alignment of vendor strategies with customer requirements in a three-to-five-year timeframe. Vendor market share is represented by the size of the circles.
1 SaaS Path Survey, 2025: Executive Summary — Examining the SaaS Buyer’s Journey
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If you are wondering where the columns shown in the Indexed Columns in Dataverse search is, here’s where they are.
The post Finding Indexed Columns in Dataverse Search appeared first on D365 Demystified.
Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
This article is contributed. See the original author and article here.
As customer support organizations scale, maintaining consistent service quality becomes a challenge. Manual quality reviews are time-consuming, subjective, and often fail to cover the full spectrum of agent interactions. The Quality Evaluation Agent (QEA) in Dynamics 365 Customer Service and Dynamics 365 Contact Center addresses this gap, bringing automation, consistency, and intelligence to quality assessments for both case and conversation records.
QEA introduces a powerful, extensible evaluation framework that empowers teams to track and elevate support quality across every customer interaction. Beginning October 24, QEA case capabilities are generally available, and conversation capabilities are in public preview.
QEA is an AI-powered agent that automatically evaluates support interactions, whether through cases or conversations, against predefined criteria. It helps organizations monitor human service rep and AI agent behavior, ensure compliance with service guidelines, and continuously improve customer engagement quality. QEA streamlines evaluation processes, reduces subjectivity, and provides real-time, actionable insights.
QEA empowers supervisors to conduct automated, score-based evaluations across the entire interaction lifecycle. These evaluations deliver critical insights to help identify, mitigate, and prevent potential risks, ensuring efficient and scalable quality management. By minimizing the reliance on manual review processes and enabling data-driven decision-making, we are not just improving operational efficiency; we are raising the bar for customer experience and compliance in every conversation.
QEA is built on two key concepts:
Evaluations are centralized in a comprehensive dashboard where quality leads can review, filter, and analyze results.
QEA ships with out-of-the-box support quality criteria, designed in partnership with the Microsoft customer support team. Out-of-the-box support quality criteria provides a solid reference point for customers to take inspiration for quality measurement.
But we didn’t stop there. QEA is built to extend. Organizations can define their own evaluation criteria, fully aligned to their internal KPIs, compliance standards, brand values, and customer expectations. You control the logic, language, and scoring, while QEA runs the evaluations for you.
Each evaluation provides a detailed summary of performance across criteria, along with:
This enables support teams to move from anecdotal coaching to data-driven quality improvement.
Manual quality assurance typically covers less than 5 percent of customer interaction. QEA expands that dramatically, enabling teams to evaluate 10 times more interactions with consistency and precision. This leads to:
QEA doesn’t just automate, it elevates. It enables contact centers to shift from reactive correction to proactive improvement. It transforms quality assurance from a checkbox exercise into a strategic lever for growth, compliance, and customer satisfaction.
QEA is already evolving. The latest updates include status indicators for evaluation of success/failure. And coming soon, agents will be able to view error logs and retrigger failed evaluations, giving teams full visibility and control over evaluation workflows.
The Quality Evaluation Agent is generally available now. If your organization is ready to scale coaching, drive consistent customer support representative behavior, and elevate customer service excellence, QEA is here to help.
Get started today by enabling QEA in your Dynamics 365 Customer Service and Dynamics 365 Contact Center environment.
Watch a quick video introduction.
For configuration steps, extensibility options, and best practices, see Manage Quality Evaluation Agent | Microsoft Learn
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Tariffs change at lightning speed, threatening profits and forecasts. But for companies that stay ahead, volatility can become an edge—unlocking smarter sourcing decisions and resilience competitors can’t match. The 4,400-page Harmonized Tariff Schedule alone changes dozens of times a year.1 One week, your steel imports have a 15% tariff. The next week? Maybe 25%. Or maybe zero if a new trade agreement sneaks through.
Every shift in the 4,400-page Harmonized Tariff Schedule puts supply chains at risk. A single misclassification can mean six-figure fines, delayed shipments, or missed revenue targets. Compliance teams burn endless hours chasing updates, while procurement and operations scramble to adjust forecasts and supplier contracts. And despite all that effort, if there is an unexpected policy change, most companies pay the price in lost time, money, and customer trust. The reality is that no human team can easily keep pace with this level of volatility and should instead look to agents and AI to help reduce the busy work and stay ahead of disruptions.
Tariffs are a textbook example of where agents have the potential to excel. No team can realistically monitor 4,400 pages of classifications that shift as chaotically as they do today. Agents take on the repetitive monitoring and data tracking that overwhelm even the best compliance team. When these kinds of tasks are handled by agents, leaders and teams can focus on decisions that move business forward. Microsoft offers multiple ways to make that real, whether you want to start small or transform your entire approach to tariff intelligence.
Microsoft offers three distinct paths for tackling tariff changes, whether you’re ready for a complete transformation or need to start small and scale up.
Dynamics 365 offers a built-in supplier communication agent that automatically researches supplier information and generates outreach so you can quickly navigate tariff changes and supply chain disruptions. It pulls data from your procurement history, current inventory levels, and supplier performance metrics to identify suppliers that can answer questions about capacity, lead times, and alternative shipping routes.
When tariff changes threaten your delivery schedules, you can quickly compose communications that include relevant data from multiple systems. You no longer need to hunt through spreadsheets to find supplier contact information or manually request alternative sourcing options.
With Copilot Studio, you can build custom agents that can calculate the impact of tariff changes on your products and contracts when asked, surface sourcing alternatives, and flag agreements that may need renegotiation.
These agents can connect to the Harmonized Tariff Schedule and Outlook as knowledge sources, and monitor supplier communications for mentions of tariffs, delivery delays, or capacity constraints. Document scanning capabilities mean contracts, shipping manifests, and regulatory updates become searchable, contextual data that informs agent recommendations. Behind the scenes, Microsoft Dataverse maintains data integrity and security with its unified structure and Application Programming Interfaces (APIs). You can deploy quickly without sacrificing governance.
These agents can also connect with your Dynamics 365 and other enterprise resource planning (ERP) systems, whether that’s SAP, Oracle, or another platform, alongside your product data, supplier information, and procurement contracts through the Model Context Protocol (MCP).
MCP is an open standard that enhances the relevance of agent responses. It facilitates the connection of AI agents to various data systems and standardizes how applications provide context to large language models (LLMs). With integration between LLM applications and external data sources, the protocol is useful for building AI-powered tools and workflows like customized tariff agents.
Security and compliance controls are built into the platform, so you can deploy agents rapidly while maintaining governance over what data they can access and what actions they can take. Want an agent that can read tariff schedules but not modify procurement contracts? Copilot Studio makes those boundaries clear and enforceable.
Microsoft’s partner ecosystem extends your capabilities with specialized agents tailored for industry-specific needs. Partners like Avanade are already building tariff and trade solutions that plug directly into Dynamics 365, so you can scale faster with proven expertise.
Avanade’s Tariff Navigator provides a single, intelligent agent experience to assess tariff exposure, model “what-if” scenarios, and proactively adjust purchasing, sourcing, and pricing decisions. The cost of inaction is steep and includes margin erosion, unexpected cost spikes, and reactive decisions that weaken competitiveness. And trying to tackle these challenges alone often leads to fragmented efforts and limited impact. Avanade is a trusted advisor with deep technical expertise and experienced industry specialists. Its consultative approach means Tariff Navigator is built around your people, tailored to how they work and the unique business challenges they face.
Using Microsoft’s low-code technologies, Avanade also allows for fast deployment of customized approaches that integrate with your existing systems and empower your teams to act quickly. The result is a practical, business-first application designed for measurable impact.
The Tariff Navigator solution by Avanade doesn’t just manage tariffs—it strengthens your organization’s ability to compete in a volatile global market. It’s about protecting profitability today while building the agility to seize opportunities tomorrow.
Tariff management offers you the opportunity to reimagine how supply chain operations handle complexity and uncertainty. The same agent architecture that helps you navigate trade policy changes can tackle other operational challenges, such as supply chain disruptions and vendor performance monitoring.
Agents you build in Copilot Studio or access from Microsoft Marketplace and the partner ecosystem have the potential to help organizations prepare trade agreements, navigate natural disasters, accidents, and other events that reshape supply chains temporarily or permanently. From a Suez Canal blockage to a geopolitical shift that reroutes global trade overnight, agents help you adapt fast.
Tariff volatility isn’t slowing down, and the next policy shift could hit tomorrow. The question is whether to react after the fact or build resilience now to better navigate future disruptions. Microsoft empowers customers to get started today, with custom or prebuilt agent options, depending on your needs. Dynamics 365 gives you the intelligent foundation and embedded supplier communications features. Copilot Studio lets customers build custom agents that track schedules, calculate impacts, and surface risks. Or you can use our partner solutions, like Avanade, to extend and customize agents. Either path puts AI agents to work for you, protecting margins, safeguarding compliance, and addressing volatility before it disrupts your supply chain.
1Harmonized Tariff Schedule, United States International Trade Commission.
The post 3 ways to navigate changing tariffs with AI agents appeared first on Microsoft Dynamics 365 Blog.
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We’re bringing AI-powered building to employees across the organization, with new Frontier agents for Microsoft 365 Copilot customers: App Builder and Workflows.
The post Microsoft 365 Copilot now enables you to build apps and workflows appeared first on Microsoft 365 Blog.
Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
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As customer service representatives juggle multiple cases, tabs, and applications throughout their day, interruptions—whether from browser crashes, accidental closures, or system reboots—can be costly. That’s why session restore, also known as app session restore, is a game-changer in Dynamics 365 Copilot Service workspace (CSw). This feature ensures service reps can pick up exactly where they left off, minimizing disruption and maximizing productivity.
Before session restore, service reps who lost their session due to a crash or logout had to manually reopen each case, retrace their steps, and rebuild their workspace. This not only wasted time but also increased the risk of errors and customer dissatisfaction.
Now, with session restore, CSw automatically saves the state of an service rep’s workspace, including open sessions, tabs, and navigation context. Then, it restores the workspace when the service rep logs in again. Whether a service rep was mid-case or toggling between multiple records, their environment is rehydrated with precision.
Session restore is enabled by default in CSw and works seamlessly behind the scenes. Here’s what it captures:
When the service rep logs back in, Dynamics 365 reconstructs the workspace as it was, no clicks required.
Organizations using session restore report significant improvements in efficiency and satisfaction. For example:
This feature is especially valuable in high-volume contact centers where every second counts.
To learn more, read the documentation: Enable session restore to automatically reopen browser sessions and tabs | Microsoft Learn
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Across industries, organizations are transforming how they deliver value. From engineering to IT services to internal PMOs, leaders are rethinking their operating models to become more service-centric—where success depends on how efficiently projects are delivered, how accurately time is tracked, and how transparently work connects to financial outcomes.
For these organizations, projects are not side activities—they are the business.
That shift brings new demands on visibility, control, and integration. It’s no longer enough to simply manage schedules and tasks. Modern project management must connect delivery with the systems that run the enterprise: finance, resource planning, HR, and analytics.
With Microsoft Project Online retiring in September 2026, many organizations are now considering what comes next. The decision isn’t just about replacing a familiar tool—it’s about selecting a solution that supports your business model for the future. For organizations managing service-based operations, Microsoft Dynamics 365 Project Operations delivers the capabilities, flexibility, and innovation to support that evolution.
As organizations look beyond Project Online and products like Project Server versions 2016 or 2019, they often share five common needs that shape their evaluation:
These needs define where Dynamics 365 Project Operations, and the broader Microsoft Cloud, deliver the solutions required to manage the end-to-end project-to-profit business process.
Resource planning and time capture are the foundation of effective project management—and the areas where Project Operations offers immediate benefit over legacy tools.
Project Operations brings project planning, resource allocation, and time tracking together in a single application that connects delivery teams with finance and leadership.
Project managers can assign resources based on skills, availability, and utilization targets. Team members can record time and expenses directly against tasks, ensuring that data flows seamlessly into cost and billing calculations.
With configurable approval workflows built using Microsoft Power Automate, organizations can align governance to their unique policies—such as multi-level approval chains or project-based exceptions—without needing costly customization or development.
For organizations that previously relied on custom scripts or spreadsheets to track resource data, this connected model reduces administrative overhead and gives leaders a single, accurate view of project health, capacity, and cost at any time.
While Project Operations is not an ERP system, it is designed to interoperate seamlessly with ERP applications—including both Microsoft Dynamics 365 and third-party systems such as SAP, Oracle, and Workday. This flexibility is a core strength of Microsoft’s platform approach.
At the heart of this interoperability is Microsoft Dataverse, a secured and extensible data platform that connects applications across Microsoft and 3rd party ecosystems. Through Dataverse, organizations can share projects, customer, and financial data across systems while maintaining a single source of truth.
For customers already using Dynamics 365 Finance, the connection is native. Time entries, expenses, and project costs automatically flow into Finance for accounting, invoicing, and reporting, eliminating the need for custom middleware or manual data synchronization. This native link between operational execution and financial management gives leaders a unified view of profitability and compliance.
Customers using third-party ERP systems can achieve the same connected experience through Power Platform connectors and Azure integration services. Whether reporting data into a corporate data warehouse, syncing budgets to SAP, or sharing timesheet data with Workday, Project Operations offers the flexibility to operate within your existing ecosystem.
No two organizations manage projects in exactly the same way. Some rely on centralized PMOs with strict approval processes, while others empower teams to adapt workflows dynamically.
Project Operations supports both models through its foundation on the Microsoft Power Platform—giving organizations the ability to configure without code.
Using Power Apps, project leaders can design tailored forms and dashboards for project creation, approvals, or time capture. Power Automate enables process automation such as notifying managers when utilization thresholds are reached or routing expense reports for multi-level approval.
Meanwhile, Power BI brings advanced analytics to every role—from dashboards that track project margins and resource utilization to executive reports summarizing business performance across portfolios.
Because Project Operations shares the same platform as other Dynamics 365 applications, these extensions inherit enterprise-grade security, compliance, and data governance controls. The result is a solution that can evolve with your organization—without the risk or cost of maintaining custom code.
For professional services organizations—consulting firms, engineering companies, digital agencies, architecture practices, and IT service providers—Project Operations delivers a complete Professional Services Automation (PSA) solution.
It aligns sales, delivery, and finance on a single connected platform, providing end-to-end visibility from proposal to profit.
Through integration with Dynamics 365 Sales, organizations can manage the sales lifecycle for their project-based opportunities. Teams can develop project quotations, proposals and estimates directly within Sales, convert them into active contracted engagements and projects, and continue through delivery, billing, and revenue recognition without switching systems.
Key PSA capabilities include:
Besides professional service organizations, Project Operations can also scale to other project-based verticals. This includes manufacturing, engineering, and construction. It also includes internal Portfolio planning and prioritization when used with key ISV and industry-specific partner solutions and extensions.
By connecting delivery with sales and finance, Project Operations ensures project engagements are executed profitably, billed accurately, and managed transparently. This level of integration is especially valuable for organizations that operate globally, where visibility into utilization, cost, and margin is critical for growth and compliance.
Project Operations is part of Microsoft’s broader service-centric application strategy. Therefore, it benefits from continuous innovation across Dynamics 365, the Power Platform, and Azure AI. Recent investments redefine project management execution—with intelligent agents, predictive analytics, and AI-assisted decision-making.
New agentic capabilities automate routine administrative tasks such as time, expense, and approval submissions, freeing teams to focus on higher-value work. AI-powered what-if scenario modeling helps project managers understand the financial or resource impact of potential changes before they happen. And change order management features ensure logging of adjustments to scope, schedule, or cost with an auditable history.
These capabilities bring Microsoft’s vision for agentic ERP and service management to life. Systems don’t just record data but actively assist in executing, analyzing, and improving business processes.
Because Project Operations is built within the Microsoft Cloud, it also benefits from shared capabilities such as Microsoft Copilot, Power BI advanced analytics, and Azure security and compliance frameworks. This ensures our customers gain access to new functionality as the platform evolves—without disruption or costly upgrades.
Whether you’re managing internal projects, professional services engagements, or large-scale programs, Project Operations is designed to scale. Organizations can start small—managing schedules or work, tracking time and/or resources within Dataverse. They can then expand to include other processes, and AI-driven insights over time. Because the underlying processes and data are in a single place, experiences can be lit up without any large-scale data migrations. Usage patterns can then evolve to include other parts of project cycle across the organization.
This unified approach helps eliminate silos between teams and systems. It also ensures that data flows consistently—from project creation and scheduling to billing and performance reporting. It also positions organizations to take advantage of ongoing Microsoft innovation in automation, analytics, and AI.
The retirement of Project Online marks a turning point. Not just for project management at Microsoft, but for how organizations connect people, processes, and financials around project-based work. For leaders seeking to modernize their project operations environment, Microsoft Dynamics 365 Project Operations offers a clear path forward.
It combines the structure and scalability of enterprise-grade project management with the flexibility of the Power Platform and the intelligence of the Microsoft Cloud.
If your organization is evolving toward a service-centric model—where accurate time capture, resource optimization, and financial visibility drive success—Dynamics 365 Project Operations provides the foundation to unify your project lifecycle, connect your data, and prepare for the next generation of intelligent, AI-powered project delivery.
If a Professional Services Automation (PSA) solution that meets the needs of your service-centric organization is what you need, now is the time to evaluate Microsoft Dynamics 365 Project Operations. It’s more than a replacement for Project Online. It’s what’s next to drive project profitability from prospect to project to profit.
The post What’s Next: Why Project Online Customers Should Evaluate Microsoft Dynamics 365 Project Operations appeared first on Microsoft Dynamics 365 Blog.
Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
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