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Computer use, connectors, customer managed keys, and more.
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Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
This article is contributed. See the original author and article here.
The next wave of innovation for Microsoft Dynamics 365 and Microsoft Power Platform starts today. This morning, at the Microsoft Business Applications Launch Event, we are officially launching the 2025 release wave 1, a six-month rollout of new and enhanced capabilities that will be rolled out between April 2025 and September 2025.
This release wave comes at an exciting moment, in a year marked by rapid advancements in AI. Microsoft Copilot and agents are at the heart of this release wave, promising to transform how we all work and to help elevate organizations into AI-first companies. New Copilot and agent capabilities showcased at today’s event will help you to improve business processes, enhance customer engagement, and empower your workforce to automate tasks.
Watch the Microsoft Business Applications Launch Event to hear directly from product teams as they share demos and real customer stories that showcase the newest features in action. Companies like Eneco, Intralox, Apollo Travel, Murdoch’s Ranch & Home Supply, Pro Refrigeration Incorporated, and State Farm are leveraging these features to drive transformation.
In this release wave, Copilot and agents take center stage with even more functionalities to help organizations transform their operations and deliver exceptional customer experiences. At the event, we are showcasing custom agents that can autonomously conduct a range of processes across sales, service, finance and supply chain functions.
Explore agents pre-built for you in Microsoft Copilot Studio
Microsoft Copilot Studio serves as the foundation for agents, making it easy to customize and build your own customer and internal facing agents using your data and workflows. In addition, upcoming pre-built agents for Dynamics 365 are ready to customize and launch, accelerating your time to value. Stay tuned for blog updates and deep dives about Copilot and agent capabilities during this release wave.
AI is transforming every aspect of customer experience, from rethinking user experience and business processes to the way apps are built and maintained. The 2025 release wave 1 features Dynamics 365 customer experience apps designed to help you deliver connected and personalized experiences for customers.
Microsoft Dynamics 365 Sales brings the power of AI to help sellers meet their targets while boosting seller productivity. Copilot and agents enhance performance and simplify tasks to help grow your pipeline, sharpen strategies, and accelerate deals. A re-imagined user experience ensures sellers never miss the best move to close a deal. And automated research, ongoing follow-ups, and prioritized tasks provide continuous guidance—allowing you to focus on the right actions to drive success and grow your business.
Dynamics 365 Sales introduces new Copilot and agent capabilities to research and prioritize inbound leads, initiate sales conversations, and develop personalized sales engagements. These features help your teams to simplify tasks to help grow your pipeline, sharpen strategies, and accelerate deals.
During the launch event, we showcase how Intralox, an industry leader in complex conveyance solutions, is leveraging the sales qualification agent in Dynamics 365 Sales to help qualify leads, build stronger relationships with customers, and close deals faster.
New functionalities for Microsoft Dynamics 365 Customer Service and Microsoft Dynamics 365 Contact Center include Microsoft Teams phone integration, which helps to reduce telephony complexity, proactive conversational journeys, and three agents that work in concert to create an autonomous contact center. These agents automate intent determination, manage the case lifecycle from creation to closure, and convert cases and related conversations into knowledge articles to support your contact center operations.
Learn how Apollo Travel, a subsidiary of European travel leader Dertour Group, is using Dynamics 365, Microsoft Power Platform, Microsoft Copilot, and agents to automate a range of processes—from generating hotel descriptions to developing chatbots for case summarization. In addition, using Dynamics 365 Contact Center with Dynamics 365 Customer Insights, Apollo Travel can now leverage custom-built agents to proactively reach out to customers with personalized recommendations, adding value to the customer’s travels and opportunities for upselling additional services. This experience is enabled through new proactive engagement activities such as SMS or phone calls, helping to create personalized journeys in real-time.
Explore the release plans for:
Today’s launch also showcases innovation across ERP solutions that is leading organizations into a new era of autonomous operations—where humans and agents work together to drive increased efficiency across business processes.
To support autonomous financial operations, Dynamics 365 Finance introduces the Account Reconciliation Agent, along with a new financial task workspace to help teams manage and track recurring processes like period close with greater structure and visibility.
In Dynamics 365 Project Operations, new capabilities will simplify time, expense, and approvals; accelerate scenario planning with what-if analysis; and improve planning accuracy with customizable task details. Dynamics 365 Human Resources will add AI-powered candidate assessment to help hiring teams identify top applicants faster by comparing resumes to job requirements, and a new onboarding agent that guides new hires through personalized onboarding journeys directly within Microsoft Teams.
In Dynamics 365 Commerce and Dynamics 365 Supply Chain Management, we’re delivering new tools to enhance pricing strategy and procurement efficiency. Unified pricing management enables organizations to centralize omnichannel pricing across segmentation, channel-specific rules, and price trees. At the launch event, we showcase how Murdoch’s Ranch & Home Supply is using the new Supplier Communications Agent in Dynamics 365 Supply Chain Management to reduce manual vendor follow-ups and improve purchase order accuracy.
We also feature how Pro Refrigeration Incorporated is using the Sales Order Agent in Dynamics 365 Business Central to process customer orders faster and improve responsiveness. Business Central also adds the integration with Dynamics 365 Field Service, new Copilot summarization capabilities and Scope 3 emissions tracking to help organizations meet sustainability goals.
Updates include Copilot-first experiences in Dynamics 365 Finance to streamline complex tax and compliance management and automate account and bank reconciliations using intelligent agents. Dynamics 365 Supply Chain Management introduces integrated AI, analytics, and automation features to improve operational efficiency, enhanced supplier communication, demand planning accuracy, and intelligent manufacturing features that align production data to real-world processes.
Microsoft Dynamics 365 Business Central also adds the integration of Field Service with service management, as well as the ability to enhance purchase order line matching with Copilot.
Explore the release plans for:
Microsoft Power Platform continues to empower everyone to build their own AI-powered solutions through low-code or no-code tools with new features. Microsoft Power Apps is changing how software solutions are built with plan designer, enabling makers to build an end-to-end solution plan from simply describing their business problems, generating business requirements, data tables, and suggested solution architecture.
Microsoft Copilot Studio brings together the best AI innovations into a single low-code agent platform so that you can build amazing things. New capabilities like Agent Flows and Deep Reasoning expand the frontier of agents you can build, while new text and generative AI tools give you the ability to direct agents in specialized ways. The general availability of triggers and generative orchestration enables new categories of autonomous agents to transform business processes. We also are introducing more tools to optimize your agents including new diagnostics, testing, and performance analytics.
Explore the release plans for:
Watch the Microsoft Business Applications Launch Event to discover the latest in Dynamics 365 and Microsoft Power Platform. You’ll get access to in-depth demos of new autonomous agents and other capabilities designed to optimize your workflows and streamline operations.
Don’t forget to review the detailed release plans for Dynamics 365 and Microsoft Power Platform. Stay updated on the latest features and upcoming enhancements, and create your personalized release plan using the release planner to ensure you’re equipped with the knowledge needed to maximize on this new release wave.
We look forward to seeing how capabilities in this release wave enhance your business processes and bring new levels of efficiency and customer success.
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Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
This article is contributed. See the original author and article here.
Welcome to the April 2025 release update of unified routing in Dynamics 365 Customer Service and Dynamics 365 Contact Center! This update brings a suite of new features designed to enhance the efficiency and effectiveness of your routing strategies. This post covers unified routing features released from October 2024 to April 2025. Let’s dive into some of the key features.
This month, we are extending the least active routing method to messaging channels. Least active routing provides efficient workload distribution by ensuring work items are assigned to service representatives based on when they end their last conversation and have the least active in the queue. This approach prevents back-to-back assignments. Additionally, it ensures agents have adequate rest between customers. This leads to better utilization of agents, improved customer satisfaction (CSAT), service representative satisfaction (ASAT), and lower average handling time (AHT).
Learn more: Assignment methods for queues | Microsoft Learn
Service representatives work across multiple Dynamics 365 environments and use different collaboration tools. This raises the need for synchronizing the right presence status across these instances to ensure service representatives are not overbooked. Also, it provides a seamless engagement experience for both customers and service representatives.
The introduction of presence synchronization APIs, will help contact centers in managing presence status’ of service representatives better. Organizations can retrieve, modify and subscribe to presence change events in real time.
Learn more: Synchronize agent presence status across multiple systems | Microsoft Learn
Shift-based routing is a game-changer for organizations with varied working hours and global teams. To reduce conversation rejections, transfers, and customer wait times, it is critical to assign conversations and records to service representatives based on their working shift schedules and plans. This feature allows supervisors to create workforce management shift plans and assign them to one or more representatives. This ensures representatives receive assignments only during their scheduled work times. It optimizes resource usage and enhances customer satisfaction by reducing wait times during off-peak hours.
Learn more: Configure routing based on external schedules (preview) | Microsoft Learn
Reconnecting a returning customer to the last service representative they interacted with is now more efficient with a new notification template for returning conversations. This template provides greater control over the assignment process, ensuring that the original service representative is notified and given the opportunity to take the chat, thus maintaining continuity and enhancing the overall customer experience.
With customized notifications for returning persistent chats, admins can configure a separate notification template for returning chats, choose the auto-assignment behavior, set a distinct notification title, and even customize the timeout period. This feature helps maintain service representative-customer continuity, enabling faster resolution and a smoother experience.
In order to simplify routing configuration and improve administrative efficiency, we are delighted to introduce the bulk management of routing rules through templates. Bulk management enables administrators to create routing ruleset templates for queues and workstreams, eliminating the need for multiple versions of the same routing rules. With a few clicks, apply prioritization, assignment, or work classification ruleset templates to multiple queues and workstreams. Administrators can manage rules centrally—any template update instantly applies to all instances in queues or workstreams, removing the need for individual ruleset maintenance.
Learn more: Manage template rulesets for unified routing | Microsoft Learn
Make sure to explore these new features to maximize the potential of unified routing in your contact center. Stay tuned for more updates and enhancements!
See our upcoming and recently released features here:
The post What’s new in unified routing: April 2025 feature update appeared first on Microsoft Dynamics 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.
Today, more than ever, it’s critical for manufacturers and distributors alike to ensure product quality and compliance as new regulations continue to emerge and supply chains are increasingly complex. Dynamics 365 Supply Chain Management offers many out of the box capabilities for quality and compliance, directly integrated with the execution of supply chain processes like procurement, production, and fulfillment. This April, we’re adding new, advanced features to enhance quality compliance in Dynamics 365 Supply Chain Management. These provide extended quality control throughout the supply chain, ensuring compliance with regulations, boosting product quality, and enhancing customer satisfaction. These new features foster continuous improvements and risk mitigation through a feedback-driven approach. They also minimize reliance on third-party quality management solutions.
In Public Preview in Dynamics 365 version 10.0.44, these capabilities extend the existing quality management solution, adding support for the following requirements:
Check out this video showing the new flexible sampling plans.
As of April 25th, these features are now in public preview. Enhance quality compliance with Dynamics 365 Supply Chain Management today! For more information, check out the Dynamics 365 release plan.
We will add a link to the user documentation shortly.
The post Enhance quality compliance with Dynamics 365 Supply Chain Management appeared first on Microsoft Dynamics 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.
Efficient supplier communication is the backbone of successful procurement operations. Yet, many purchasing teams face challenges such as manual processes, delayed responses, and missed opportunities for optimization. Microsoft Dynamics 365 Supplier Communication Agent is here to transform the way purchasing professionals interact with suppliers and suppliers. Reimagining supplier communications in Dynamics 365 and enable leaner, faster, and more accurate workflows.
Purchasing personnel often spend up to 50% of their day managing supplier communications. This includes tasks such as:
These manual, repetitive tasks not only consume valuable time but also increase the risk of errors, delayed orders, and lost revenue due to customer dissatisfaction.
The Supplier Communications Agent processes inbound and outbound communications with suppliers and suppliers, allowing purchasing teams to focus on higher-value tasks. Here’s how it works:
Let’s see in detail below.
Define the follow-ups based on the criteria you would like, such for unconfirmed orders for the next week or month, or for orders that have not been received after two days. Configure your own criteria and define which tone, information and even signature you would like on the email.
Configure the criteria yourself as in the following image:
And have the emails drafted for your review as shown below:
Or if you prefer, send them automatically. Plus, email is written in the supplier’s language.
Select which mailbox you would like the agent to monitor; it could be your common procurement mailbox or each user if you use the purchaser’s mailbox for communications. Then you select which suppliers’ addresses you would like to enable the agent for. If you wanted to start with just a few until you are on your way to automating all communications, then that’s something you can do.
After setup, the agent will automatically read the emails and show you the summary:
You can also teach the agent, so it becomes smarter and smarter over time – for example, you can help it improve its data mapping from supplier emails or PDF documents to Dynamics 365
Save your purchasing department’s time on repetitive tasks and streamline the process by just following up on them, as you will easily with the agent activity:
The Supplier Communications Agent is rolling out in Public Preview with release 10.0.44. Begin reimagining supplier communications today!
Dynamics 365 Supplier Communications Agent is revolutionizing procurement by streamlining supplier interactions, decreasing the risk of manual errors, order delays and ensuring seamless collaboration.
The post Reimagining Supplier Communications with Dynamics 365 Supplier Communications Agent appeared first on Microsoft Dynamics 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.
Efficient workload management is essential in customer service environments where diverse customer interactions flow through multiple channels. With advanced prioritization capabilities in Dynamics 365 Contact Center and Dynamics 365 Customer Service, organizations can provide tiered service levels based on customer value, respond to customer sentiment, and ensure adherence to SLAs.
Prioritization in Dynamics 365 Contact Center and Dynamics 365 Customer Service empowers organizations to:
These capabilities extend across multiple configuration points, including our newest offering to prioritize work across contact center queues.
Contact center or “cross-queue” prioritization provides flexibility in routing and enhances business outcomes by:
The second type of prioritization occurs within a queue for added control over SLA commitment, urgency, sentiment and so on.
Consider a scenario where a customer service team prioritizes interactions across channels. The voice channel is the most urgent channel, followed by chat, and then case. The administrator sets the queue priority attribute to reflect these priorities, so agents receive phone calls immediately.
A company, Contoso Coffee, operates four queues:
Agents handle work items using the following process:
With advanced prioritization capabilities in Customer Service and Contact Center, businesses can align routing decisions with customer and business priorities. Whether it’s assigning channel-level priorities or addressing specific business needs, these capabilities provide scalability and flexibility for modern customer service operations.
Watch a quick video introduction.
For more details on prioritization options in unified routing and how to use them, read the documentation: Assignment methods for queues | Microsoft Learn
The post Enhance customer service with advanced prioritization appeared first on Microsoft Dynamics 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.
Rolling out a new ERP or CRM system is a stressful transformation that can take months or even years to complete if you go it alone. The business process catalog for Dynamics 365 can help you deliver implementation projects faster and with less stress. The business process catalog is a critical component of the Success by Design framework, created by Microsoft to provide official guidance on everything you need, from functional configuration to implementation methodologies, helping companies deploy a Dynamics 365 solution with higher adoption rates and less risk in less time, at lower cost.
Among the challenges that most implementation projects face is connecting real-world processes to application functionality. Traditional application documentation is often very technical, describing how the system can be configured, but not necessarily how it should be to meet the needs of your business.
That’s where the business process catalog for Dynamics 365 comes in. The catalog helps organize software implementations in terms of end-to-end business processes, like “concept to market” and “inventory to deliver” instead of siloed technology formatting. Resources in the business process catalog include a complete process catalog with diagrams, scenarios, and best practices for how to configure each business process based on factors like industry and business model. And the business process catalog includes an Azure DevOps template to help organize implementation methodology in a process format, helping to ensure that every decision ultimately ties into an end-to-end process for a seamless and successful solution. This approach helps businesses connect what they do today with what they will be doing tomorrow and helps to ensure that the solution will be the right fit for the business.
The business process catalog provides workshop templates that help organizations and their implementation partners and customers structure their discovery conversations around business processes. These templates provide guidelines for involving the right stakeholders, agendas to keep discussions on track, and key questions to cover important topics. When used with process flow diagrams, customers can visualize standardized processes in business terms and identify differences with their own operations. This fit-to-standard approach saves time and money, while recognizing and capturing each organization’s unique needs through Dynamics 365’s extensible platform.
To understand the real value of the business process catalog and using a business process approach to implementation, look at Long View, a professional services organization that recently replaced its aging legacy ERP solution with Dynamics 365. Long View worked with implementation partners RedCat Consulting Group and Team Bennett Consulting using the business process catalog and Success by Design, maximizing the use of out-of-the-box configurations to accelerate deployment and user adoption, and reduce project costs. The following are just some of the benefits Long View achieved using the business process catalog.
The business process catalog allowed Long View to use best practices and out-of-the-box functionality, eliminating the need for 22 customizations that had been required in the old system. Minimizing customizations also reduces maintenance and risk during security and version updates, allowing Long View to adopt new capabilities quicker and enjoy constant support from Microsoft.
Using the business process catalog as a template, Long View and its partners RedCat Consulting Group and Team Bennett Consulting reduced the expected timeline of the discovery phase from two to three months to just six weeks. Later phases were accelerated as well by carrying over the initial processes structure and deliverables into each subsequent project activities.
Traditional implementations are often siloed by functional area: separating finance and sales, for example. Taking a process-centric approach, the Long View project team broke down departmental silos and redesigned processes more efficiently. The handoffs between departments in each process were clearly documented, and the design focused on delivering a successful end-to-end result instead of just looking at each team’s individual needs. The result is more usable solutions for everyone and overall productivity gains across the business.
Read more about how Long View uses Dynamics 365 to support its business in the case study.
In today’s rapidly evolving, AI-focused world, the importance of a process-focused approach to technology implementation cannot be overstated. Poorly designed processes can lead to inefficiencies, errors, and suboptimal outcomes when automated. An implementation methodology based on the business process catalog for Dynamics 365 helps to ensure the systematic and efficient integration of new technologies aligned with organizational goals. Without a deep comprehension of the underlying processes, attempts to implement Microsoft Copilot or agents may not yield the expected results.
By emphasizing well-designed business processes, organizations can better manage the complexities and potential risks associated with AI technologies. A structured business process approach allows for thorough planning, testing, and iteration, leading to more reliable and scalable solutions, fostering a culture of continuous improvement and adaptability and helping organizations to stay ahead in the competitive landscape. Ultimately, a process-focused approach not only enhances the effectiveness of technology implementation but also helps to ensure that the benefits of AI can be fully realized and sustained over time.
Taking a process-centered approach to Dynamics 365 implementation helps reduce risk, drives implementation success, and results in positive business outcomes. Together, Success by Design and the business process catalog provide up-to-date best practice guidance to allow organizations to go live with confidence and speed.
Not yet a Dynamics 365 customer? Talk to our sales team today.
The post Go live with confidence using Success by Design for Microsoft Dynamics 365 appeared first on Microsoft Dynamics 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.
Copilot is now your window into the world of agents, with new capabilities that lay the foundation for this next phase.
The post Microsoft 365 Copilot: Built for the era of human–agent collaboration 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.
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. Collectively these agents learn to address emerging issues, uncover new knowledge, and automate manual processes to boost business efficiency and reduce costs.
With these autonomous agents, contact centers have the opportunity to improve their efficiency and enhance the customer experience. Agents can reveal valuable insights from seasoned customer service representatives using chat logs, call recordings, case notes, and other data sources. They can use these insights to improve self-service with automatically generated knowledge that evolves to meet potential customer issues.
Here is a quick overview of AI service agents:
The Case Management Agent for Dynamics 365 Customer Service is designed to simplify and streamline your case management process. It also reduces handling time and improves customer satisfaction. The process of creating cases, updating details, following up with customers, and ensuring timely closures can be time-consuming and prone to errors. By automating these essential tasks, Case Management Agent reduces handling time and minimizes errors. It allows customer service representatives to focus on what matters most: solving complex customer issues.
You can seamlessly configure the Case Management Agent with your choice of attributes to meet your business needs. It automates key tasks throughout the lifecycle of a case, from creation to closure. Whether you’re managing live chats or processing incoming emails, this agent handles the details, so you don’t have to.
During customer conversations, the agent automatically creates a case, fills in relevant fields, and updates them as the conversation progresses. The agent tracks cases requiring attention, sends follow-ups, and even resolves cases autonomously when the customer issue is resolved.
From managing high case volumes to reducing average handling time, this agent makes life easier for your team.
The Customer Intent Agent for Dynamics 365 Contact Center uses generative AI to analyze past interactions between customer service representatives and customers. Using this data, it creates an intent library that the agent uses to understand what the customer wants and provide tailored solutions to customer issues. While traditional chatbots and prompts require developers and support staff to update, the Customer Intent Agent updates itself continuously as it receives more data. You can use this agent in Dynamics 365 Contact Center for both self-service and service rep-assisted scenarios.
Using the Customer Intent Agent, contact centers can enable their customers to self-serve in a transformative way. Instead of writing a specific menu of responses for each topic, contact center managers and IT professionals can let the Customer Intent Agent use past customer conversations across channels to determine how to answer a question. It uses case and conversation data to find appropriate follow-up questions to ask the customer to refine its understanding of the customer’s intent.
When a conversation requires a service representative, the Customer Intent Agent provides valuable context and information so the service rep can give better assistance. It also helps service reps resolve issues in live chat and persistent chat with reduced handling times. Service reps have access to intent-based suggestions through the Ask a question tab in the Copilot help pane, and in the tab-to-complete suggestions in the conversation control. The intent agent uses the context of the conversation to display relevant intent attributes as questions for the service to ask the customer.
The Customer Knowledge Management Agent for Dynamics 365 Customer Service helps your organization scale its knowledge with minimal effort from service reps. When admins configure knowledge management and knowledge sources, service reps can generate knowledge assets without spending time synthesizing case data to author them.
Clear, current, and accurate knowledge is key for service representatives to best assist customers. Contact centers that use Copilot to inform their self-service systems and service reps rely on a well-maintained knowledge base. Creating and maintaining knowledge assets is a time-consuming process. Service reps don’t always have time to put their learnings from cases and conversations into a knowledge article. Furthermore, to maintain good knowledge hygiene, a subject matter expert should check each asset in the knowledge base on a regular basis to ensure relevance and accuracy.
Organizations can use the Customer Knowledge Management Agent to autonomously create knowledge articles based on cases, conversations, emails, and notes. The agent also checks for existing assets with the same information in your knowledge base before creating a new one. Based on rules that administrators set, members of the organization can approve or reject these AI-generated knowledge assets. Admins can also decide whether to make this knowledge available for self-service in chatbots and IVRs.
You can start using all three AI service agents now in paid public preview. Copilot Studio message capacity is required. Get started with autonomous service agents here: Autonomous agents overview
The post Experience the future of customer service with AI agents appeared first on Microsoft Dynamics 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.
Microsoft is introducing a powerful Exchange integration feature in Dynamics 365 Field Service, designed to seamlessly sync work order bookings with Outlook and Teams calendars. This feature lets technicians see their work assignments, personal appointments, and other work meetings in one place.
With this integration, work order bookings from Dynamics 365 Field Service will automatically appear on resources’ Outlook and Teams calendars, provided they are set up for syncing. The synchronization process is:
This feature provides significant advantages for organizations managing field operations:
To enable the Exchange integration, organizations must meet the following prerequisites:
The Exchange integration preview is available starting April 2024! It will be available more broadly in Release wave 2 2025.
Organizations interested in the Exchange integration preview can sign up or leave their email for more information by signing up here today. You’ll need to provide:
The post Integrate Field Service bookings with Outlook and Teams appeared first on Microsoft Dynamics 365 Blog.
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