This article is contributed. See the original author and article here.
As organizations continue to seek ways to differentiate through exceptional customer service, many are turning to emerging agentic AI capabilities as a catalyst for transformation. However, the promise of agentic service—better experiences, greater efficiency, and continuous improvement—can only be realized when AI is deeply embedded and seamlessly orchestrated across every workflow and channel. This requires more than just automation; it demands a unified context and intelligence layer that travels with the work.
At Microsoft, we believe the future of customer service is one where Microsoft Dynamics 365 becomes the context and intelligence platform for Copilot and AI agents, grounding every interaction in rich customer data and business processes. With Dynamics 365 providing composable skills across the tools people already use every day, we enable intelligent, proactive self-service and augment human capabilities. This empowers service reps, supervisors, and leaders to amplify their impact, delivering more consistent, personalized, and effective service at scale.
The Forrester Wave™: Customer Service Solutions, Q1 2026
With Microsoft Dynamics 365 Customer Service, we’re already delivering on this vision, helping our customers achieve tangible business outcomes with agentic service. Dynamics 365 Customer Service combines our latest AI advances with robust core capabilities, all deeply integrated with the entire Microsoft portfolio across Microsoft 365, Dynamics 365, Microsoft Power Platform, Microsoft Azure, and the Microsoft Fabric data platform.
In Dynamics 365 Customer Service, AI agents orchestrate context and automate workflows in simple and complex inquiries across voice and digital channels. Agents can handle routine interactions and execute actions autonomously within robust governance and compliance guardrails. Customer Intent Agent continuously discovers new intents from conversations across channels, enabling evergreen self-service.
Agents like Case Management Agent automate repetitive tasks and integrate with Copilot to surface next-best actions during human-assisted interactions, helping reps offer rapid resolutions.
Importantly, these service agents create self-learning loops, helping improve resolution accuracy and speed. This continuous improvement extends to service reps as well. Quality Evaluation Agent monitors service quality in AI-powered and human-assisted interactions to enhance agent performance and recommend coaching opportunities for reps. Meanwhile, Customer Knowledge Management Agent adapts knowledge bases, updating content and generating new articles based on fresh insights or recurring issues.
This powerful combination of agentic and human service is orchestrated through Agent Hub, which routes tasks to the most appropriate AI agent or service rep and optimizes task distribution based on real-time KPI results.
Customers like Visa are saving time by using the Customer Knowledge Management Agent to turn customer conversation data into knowledge articles.
Auto-knowledge generation reduces article creation time by 88%, from four hours down to 30 minutes per article. And by mining 7,000 cases, we’ve been able to produce 700 knowledge articles, just for one line of business and we continue to accelerate knowledge creation at scale.
Lidia Daldoss, Vice President, Service Digitization & AI Acceleration, Visa
Despite the numerous benefits on offer, navigating the AI adoption journey can be extremely complex for many organizations. Sometimes there’s uncertainty about where to start, or a lack of clarity about how to get a measurable return on AI investments.
Microsoft simplifies AI adoption, enabling organizations to quickly realize significant efficiency and productivity gains in customer service operations. We offer structured guidance and proven methodologies to help accelerate adoption success for organizations at every level of AI maturity.
Our customers particularly value the FastTrack for Dynamics 365 program, which is built on our Success By Design framework that paves the way for effective solution design, deployment, and operation. With proactive, expert guidance, organizations can confidently implement an agentic service platform based on advanced technologies that are already delivering tangible business outcomes for enterprises worldwide.
Enhancing core customer service capabilities
While AI agents automate and orchestrate workflows, and Copilot provides contextual guidance for reps, Dynamics 365 Customer Service also offers a strong set of core capabilities.
Intelligent, omnichannel routing, for example, is a cornerstone of effective service, directing inquiries to wherever customers will find the fastest path to resolution. Similarly, Microsoft’s longstanding strengths in business intelligence, process management, and forecasting and scheduling provide an essential foundation for efficient operations.
Integration with Microsoft Teams also enables seamless collaboration across service, sales, and marketing, streamlining issue resolution and highlighting opportunities to enhance the end-to-end customer experience.
Another notable strength of Dynamics 365 Customer Service is its extensibility, both within Microsoft’s suite of business applications and productivity tools, and across our extensive partner ecosystem and third-party marketplace.
The biggest impact of Dynamics 365 is that the customer information is more centralized, which saves time and gives us a 360-degree view of the customer.
Petra Velten, Business Expert Customer Service, Lufthansa Cargo
With Dynamics 365, our team has a single pane of glass with all customer information and tasks in one place. The Rheem knowledge base within Dynamics 365 Customer Service also gives [reps] fast, easy access to specific product information during customer calls.
Jordan Bond, Senior Manager, Product Owner, Dynamics Service, Rheem
Amplify your impact with Dynamics 365 Customer Service
We’re delighted to be recognized as a Leader in The Forrester Wave™, but this is just the beginning of the agentic service era that Microsoft and our partners are shaping. We’ll continue to make significant R&D investments that help accelerate AI breakthroughs and work alongside our pioneering customers to define the future of service.
Explore how you can boost efficiency and enhance service in every channel:
Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here.
This article is contributed. See the original author and article here.
We’re entering a new era of AI-powered business applications, and today we’re excited to publish the 2026 release wave 1 plans for Microsoft Dynamics 365, Microsoft Power Platform, and role-based agents in Microsoft 365 Copilot, outlining a broad set of capabilities slated for release between April 2026 and September 2026. These updates reflect our ongoing commitment to making AI an essential partner in how organizations operate, innovate, and grow.
Dynamics 365 leads this wave with AI-powered, agentic innovations across sales, service, finance, supply chain, human resources (HR), and commerce—helping organizations unify data, automate processes, and elevate customer and employee experiences. Microsoft Power Platform continues to expand modern app development, intelligent automation, and enterprise-grade governance to empower makers and developers to innovate with confidence. Role-based agents in Microsoft 365 Copilot further evolve into intelligent daily command centers, helping to deliver richer, data-grounded insights and extensibility that help teams work smarter across every role.
To help you stay current on the most important and innovative capabilities, we’re moving beyond bi-annual launch events to lighter, more frequent business applications updates, featuring expert insights and demonstrations from Microsoft product leaders and engineers.
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Dynamics 365 Sales brings the power of AI to help sellers build their pipeline, enrich opportunities, and accelerate deal closure, while helping sellers easily access accurate, up-to-date information and recommending high-impact actions that sellers can take. Copilot experiences in Dynamics 365 Sales can draw on data spanning customer relationship management (CRM) and Microsoft 365 signals, like email and meeting recaps, to deliver actionable insights across Dynamics 365 and Microsoft 365 experiences.
Dynamics 365 Customer Service
Dynamics 365 Customer Service will continue to enhance agentic capabilities across case management, email, customer intent, quality evaluation, and knowledge management. AI-infused admin and supervisor help to provide more transparency and quicker time-to-value. These investments strengthen end-to-end service orchestration, from helping identify customer intent to driving autonomous workflows that elevate service quality and responsiveness.
Dynamics 365 Contact Center
Dynamics 365 Contact Center advances the agentic contact center in 2026 release wave 1 with new AI-powered capabilities that improve self-service, support accelerate assisted service, and help organizations run contact center operations more intelligently in 2026 release wave 1. It expands to include emerging channels, supervisor insights, and extensibility, giving organizations a unified, AI-powered system to elevate the customer experience.
Dynamics 365 Field Service
Dynamics 365 Field Service strengthens service execution across technician productivity, resource scheduling, and work order management. Investments focus on mobile usability and reliability, intelligent scheduling through the Scheduling Operations Agent, and end‑to‑end execution across assets, projects, and financial operations in this release wave. Together, these updates help organizations manage service complexity and deliver consistent service outcomes.
Dynamics 365 Sustainability
Dynamics 365 Sustainability introduces more intuitive reporting navigation, advanced calculation versioning, and granular data‑locking to reinforce governance and regulatory confidence in this wave. Expanded finance integration, streamlined workflows, and updated templates and factor libraries will further empower organizations to make informed decisions and support progress toward their sustainability goals.
Dynamics 365 Finance
Dynamics 365 Finance delivers continued global scale enhancements that drive greater financial automation, strengthen global regulatory compliance posture, and enhance financial planning and analytics—helping organizations operate more efficiently and achieve their financial and operational goals with confidence.
Dynamics 365 Supply Chain Management
Dynamics 365 Supply Chain Management’s 2026 wave 1 enhances supply and demand planning with price-demand correlation and capacity-to-promise (CTP) date protection. Supplier communication and engagement are streamlined, while warehousing gains AI-powered picking, inventory rebalancing, and hands-free scanning—driving supply chain efficiency.
Dynamics 365 Project Operations
Dynamics 365 Project Operations brings rich capabilities in 2026 release wave 1—from change order support and smarter project planning to smoother quoting, budgeting, and contract workflows. New enhancements streamline item consumption, mobile expense management, subscription billing, and modern-architecture migration—delivering connected project experience.
Dynamics 365 Commerce
Dynamics 365 Commerce strengthens business-to-business (B2B) with multi-outlet ordering, unified sign-in, outlet-specific catalogs, and built-in credit management to help reduce friction and protect cash flow. It modernizes order management and assisted-selling workflows in retail stores, helping to improve associate productivity, and customer experiences across channels. It also enables cross-legal-entity inventory lookup and flexible, attribute-based pricing to help accelerate mass updates and help drive higher sales.
Dynamics 365 Human Resources
Dynamics 365 Human Resources continues to advance in areas such as recruitment, onboarding, reporting, and integrated workforce management. By merging enhanced user experiences with broader ecosystem integration and expanding regional payroll collaborations, the platform enables organizations to optimize employee engagement, support operational accuracy, and confidently achieve their workforce objectives.
Finance and operations cross-app capabilities
Finance and operations cross-app capabilities will introduce new enhancements that strengthen the foundation for AI experiences across Dynamics 365. These updates include improvements to Model Context Protocol (MCP) servers, as well as the general availability of immersive home, which is an AI-powered workspace designed to help users stay focused and prioritize what matters most.
Dynamics 365 Customer Insights – Data
Dynamics 365 Customer Insights – Data acts as the grounding layer for CRM copilots and AI agents, delivering real‑time, unified customer profiles that help power accurate decisions. With enriched data, teams can act on insights directly in their workflow to deliver timely, personalized experiences that deepen engagement and drive better outcomes. The result is an AI-ready data core that elevates agents and helps deliver more connected, intelligent CRM experiences.
Dynamics 365 Customer Insights – Journeys
Dynamics 365 Customer Insights – Journeysempowers end-to-end, agentic customer engagements across sales, marketing, and service, allowing businesses to proactively react to customer behavior using Copilot and AI agents. With smarter orchestration tools, teams can deliver impactful campaigns at scale to drive stronger relationships, higher efficiency, and revenue growth. Part of Dynamics 365, every interaction within your organization benefits from shared data and consistent intelligence across Microsoft CRM applications.
Dynamics 365 Business Central
Dynamics 365 Business Central accelerates the move to agentic ERP with enhancements to our AI‑powered agents that automate sales and purchase scenarios in 2026 release wave 1. Alongside new business capabilities, we invest heavily in developer productivity to support extensibility—improving advanced language (AL) testing, debugging, Copilot extensibility, and agent design.
Highlights from Microsoft Power Platform and Microsoft Copilot Studio
2026 release wave 1 updates for Microsoft Power Platform deliver modernized app experiences across Power Apps and Power Pages, AI-powered automation and agent innovation in Power Automate and Copilot Studio, enhanced Dataverse intelligence and programmability, and strengthened governance, security, and cost management capabilities to help organizations build, scale, and manage intelligent solutions with confidence.
Power Apps continues to modernize app experiences with a refreshed model-driven user interface (UI), improved mobile and offline capabilities, streamlined search, and expanded AI features. This release brings standardized modern theming to everyone, real-time Dataverse access for offline-first canvas apps, enhanced search in grids and lookups, and broader availability and extensibility of generative pages to help teams build and scale intelligent apps faster.
Power Pages
Power Pages will further empower pro-developers and low-code makers to build intelligent business portals for your employees, customers, citizens, and partners through better integration with market leading AI tools. Additionally, enhanced security agent features will further support low-code makers, pro-developers, and admins with actionable insights and abilities for securing their websites.
Power Automate
Power Automateis Microsoft’s comprehensive automation platform for cloud flows, desktop flows, and process mining. This release introduces AI agent authoring, optimization, and self-healing capabilities for desktop flows, Copilot Studio-powered actions in cloud flows, enhanced maker and collaboration tools across both, general availability of object-centric process mining, and consolidated governance reporting.
Microsoft Copilot Studio
Microsoft Copilot Studiocontinues its journey to make agent and agentic workflows even easier to build and more powerful. Now you can further customize agents built with Agent Builder in Microsoft 365 Copilot, and power your automation with high value AI actions. Deeper governance, multi-agent orchestration, and evaluations enable further scaling. With connections to Microsoft Foundry and Work IQ, your agents can use the latest AI technology in coordination with your organizational data.
Microsoft Dataverse
Microsoft Dataversecontinues to invest in enterprise-ready agentic and low-code data platform capabilities. The spotlight is on Work IQ and Copilot integration, delivering organization-specific decisions with adaptive learning and full auditability. We’re also enhancing agent programmability with Dataverse APIs, MCP servers, and Python SDK, plus new storage management tools for enterprise-grade compliance at scale.
Microsoft Power Platform governance and administration
Microsoft Power Platform governance and administrationintroduces admin controls for agent security, real-time risk assessment in Copilot Studio, and AI-powered governance agents that automate tenant monitoring and remediation in this release. Enhanced visibility into usage patterns, granular Copilot credit consumption with pay-as-you-go (PAYG) caps, and connector dependencies help you optimize costs, demonstrate return on investment (ROI), and enforce compliance with organizational policies using features within the Power Platform Admin Center. GitHub integration and deploy from Git mature your application lifecycle management (ALM) practices with full audit trails.
Updates to role-based agents in Microsoft 365 Copilot
2026 release wave 1 updates for Microsoft role-based agents transform Sales Agent and Finance Agent in Microsoft 365 Copilot into intelligent daily command centers, helping to deliver richer, data-grounded insights, enhanced chat and mobile experiences, contextual support across Outlook and Teams, and strengthened governance and extensibility to help organizations drive productivity and scale AI responsibly.
Sales Agent
Sales Agentbecomes the seller’s daily command center with richer Sales Chat and Sales Home experiences across desktop and mobile in 2026 release wave 1. Sellers will gain streamlined access to deal and account insights through configurable record summaries, contextual support in Outlook and Teams, and improved email and meeting intelligence. New governance and extensibility controls will also help organizations scale AI responsibly.
Finance Agent
Finance Agenthelps finance professionals and their stakeholders interact with financial information from their ERP within the flow of work. In 2026 release wave 1, we continue expanding how this financial assistant supports common finance tasks such as reconciliation, variance analysis, and data preparation in Excel, as well as customer communications in Outlook. By bringing financial insights and assistance directly into familiar productivity tools, the Finance Agent helps teams investigate issues faster, respond to stakeholders more efficiently, and spend less time manually preparing or reconciling data so they can focus more on financial analysis and decision support.
For a complete list of new capabilities, please refer to the Dynamics 365 2026 release wave 1 plan, the Microsoft Power Platform 2026 release wave 1 plan, and role-based agents 2026 release wave 1. We also encourage you to share your feedback in the community forums for Dynamics 365 and Microsoft Power Platform.
Business Applications Update
The Business Applications Update offers an early preview of new capabilities coming in the months ahead. This refreshed structure is designed to reflect the reality of our time: innovation does not happen twice a year; it is constant. Whether you are a strategic leader or a hands-on practitioner, this new cadence is built to get you quickly up to speed.
This article is contributed. See the original author and article here.
We’re pleased to introduce a new capability for Dynamics 365 Finance and Operations archive with Dataverse long-term retention: parallel processing for archive jobs. This enhancement allows the Archive job scheduler to run multiple archive jobs at the same time, dramatically reducing the time required to archive high volumes of transaction data across legal entities.
The challenge: Sequential bottlenecks
Previously, archive jobs within the same scenario were processed sequentially. For organizations operating across dozens of legal entities—each with millions of transaction records in General Ledger, Sales Orders, or other scenarios—this approach created a bottleneck, and archiving could take days or even weeks to complete.
For example, a multinational organization may have 50–200+ legal entities, each containing one fiscal year of General Ledger transactions. Archiving one legal entity data at a time delays storage optimization, increases SQL Server load, and slows the movement of data into long-term retention in Dataverse.
The solution: Use Job criteria key partition to enable parallel processing
Parallel processing introduces the Job Criteria Key—a partition identifier you set when you build the archive job contract. The job criteria key tells the archive job scheduler which archive jobs operate on independent data sets. This allows them to run simultaneously without conflict.
How it works
Define the partition key — When you build the archive job contract, set the criteria key (typically the legal entity) that represents the data partition.
The scheduler identifies parallel candidates — The archive job scheduler detects that jobs with different criteria keys target non-overlapping records.
Jobs run concurrently — Rather than waiting in a queue, archive jobs for different partitions execute in parallel.
The zero-overlap guarantee
The job criteria key depends on one critical invariant: when multiple archive jobs run within the same scenario, each job with a different job criteria key must process a completely distinct set of records with zero overlap.
For example, if you run two Sales Order archive jobs at the same time—one with job criteria key “USMF” and another with “DEMF”—the records archived by the USMF job must not overlap with those archived by the DEMF job. This is why DataAreaId is a natural choice for many scenarios: it inherently partitions data by legal entity.
Monitoring parallel jobs
You can monitor archive jobs running in parallel from the Archive with Dataverse long term retention workspace in Dynamics 365 Finance and Operations. Each job shows its criteria key value, making it easy to confirm which partitions are being processed concurrently.
Join the private preview
Parallel processing for archive jobs is currently available in private preview. If you’d like to try this capability in your environment, we’d be happy to have you participate.
By joining the preview, you’ll get early access to parallel archive job execution. You’ll also have an opportunity to provide feedback that helps shape the final release. The preview is open to all Dynamics 365 Finance and Operations customers and partners.
This article is contributed. See the original author and article here.
Work is changing at a structural level.
Three forces are converging. The interface layer is shifting to AI assistants. Agents handle workflow orchestration. And an intelligence layer is consolidating information across structured and unstructured sources. Together, these forces mark Frontier Transformation, where AI moves beyond basic efficiency to open new opportunities for creativity, innovation and growth.
This transformation also creates a new kind of business application: one that is integrated with the AI assistant people use every day, accessible to agents and grounded in the unique intelligence of each organization.
We call these agentic business applications. The applications themselves still reflect real business processes. But how people interact with them, how work moves through them and how they connect to the rest of the business is fundamentally different.
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Interact with business applications inside Copilot
Microsoft 365 Copilot is becoming an interactive workspace for business applications. Dynamics 365 Sales, Dynamics 365 Customer Service, and custom apps built with Power Apps will surface directly as agents with rich UX inside chat in Microsoft 365 Copilot. Agents using Apps SDK and MCP Apps can also bring Microsoft partner apps into the conversation, including tools teams already use, like Adobe Express, Figma, and Wix. This is the interface layer shift in practice. Instead of switching between applications, users state what they need in Copilot and the system responds. You can review data and take action without leaving the conversation. Copilot becomes the place where work gets done.
As an example, a human resources (HR) employee can now call on their custom HR app, built with Power Apps, right within Copilot to compile a list of office locations with the highest new hire counts this quarter, viewing the results in an organized table with filter options. Additionally, they can prompt the application to show the results in a map view, all without leaving their Copilot interface.
Or a customer service representative can begin their day in Microsoft 365 Copilot by reviewing a summary of priority cases they need to focus on, easily viewing and updating their data from Dynamics 365 Customer Service.
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Public preview for this capability will be available later this month for Power Apps, with availability for Dynamics 365 Sales and Dynamics 365 Customer Service launching in early April 2026. Throughout the next month, we’ll also introduce support for this capability across a handful of Microsoft partner apps, including Adobe Express, Adobe Acrobat, Base44, Box, Canva, Coursera, Figma, Miro, Monday.com, Optimizely, and Wix. All pre-built partner app experiences will be accessible via the Microsoft 365 Agent Store for users with Microsoft 365 Copilot.
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Bring Copilot and agents into Dynamics 365 and Power Apps
The experience works in both directions. Microsoft 365 Copilot and agents like Researcher and Analyst will be accessible directly within Dynamics 365 Sales, Dynamics 365 Customer Service, and custom apps built with Power Apps. Employees get the same Copilot capabilities they trust across Microsoft 365 while staying grounded in their operational systems.
Consider a seller working in Dynamics 365 Sales who asks Researcher to generate a full account overview: customer relationship management (CRM) context, internal knowledge, and external research combined in one response, surfaced in place. The unit of value shifts from “find the right screen” to “get the answer and act.” This creates a more consistent experience across productivity tools and business applications. Work moves from insight to execution with less friction between systems.
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Microsoft 365 Copilot in Dynamics 365 Sales, Dynamics 365 Customer Service, and canvas apps in Power Apps will be available in public preview by early April 2026. Microsoft 365 Copilot in model-driven apps built with Power Apps will reach general availability by early April 2026. A Microsoft 365 Copilot license is required. This experience with Power Apps also requires a Power Apps premium license.
Microsoft 365 Copilot in Power Apps allows us to ask questions and make decisions directly against our Dataverse data, while also combining insights from Microsoft 365 when needed. The experience now feels truly unified, allowing our users to summarize complex operational data, trigger actions, and seamlessly access insights. We’ve seen significant increases in the value provided to both our internal solutions and customer-facing products.
Peter Kestenholz, Founder & Head of Innovation, Context&
Grounded in your organization’s intelligence with Work IQ
Underpinning all of this is Work IQ. Work IQ connects signals from Microsoft 365 with operational data from Dynamics 365 and Power Apps. It follows work as it happens across documents, meetings, chats, and business processes. This is the intelligence layer: the thing that resolves entities and relationships across structured and unstructured sources, so agents and Copilot share a common understanding of what is happening across the business.
Decisions discussed in a meeting or email can connect to live data in a business application. Changes in one place surface where attention is needed elsewhere. And because this intelligence is grounded in Dataverse and your organization’s own data, actions stay aligned to real processes and real context.
For example, when a pricing change is discussed in a meeting, Work IQ understands how that decision impacts active opportunities in Dynamics 365 Sales, surfacing the affected opportunities within Copilot for review.
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Work IQ plays an important role in making business applications agentic. Without it, agents operate on partial information. With it, they act on the full context of the business.
Users with a Microsoft 365 Copilot license can experience Work IQ with Dataverse integration directly inside Power Apps, Dynamics 365 Sales, and Dynamics 365 Customer Service in public preview by early April 2026.
Copilot, agents, and Work IQ come together as a system of work. Within that system lies a new generation of business applications: applications that understand context, respond to intent, and support execution where work actually happens. The business application stack is entering a significant architectural shift. What we’re announcing today is one step in that larger transition. We are building a platform where applications, intelligence and execution converge so teams operate with more clarity and less overhead.
You’ll see this foundation expand across Dynamics 365, Microsoft Power Platform, and Microsoft 365 as we bring more agentic capabilities into the flow of work. Agentic business applications are already taking shape.
This article is contributed. See the original author and article here.
Customer expectations for service interactions continue to rise. They want conversations that are fast, accurate, and increasingly human.
Today, we’re excited to announce Custom Voice for Dynamics 365 Contact Center. It’s a major step forward in delivering more natural, personalized voice experiences across AI-powered customer interactions with as little as 50 voice samples!
Custom Neural Voices enable organizations to move beyond generic text-to-speech and create voice experiences that reflect their brand, values, and customer promise—while still benefiting from the scalability and intelligence of AI-driven contact centers.
Why Voice Still Matters in Customer Service
Voice remains one of the most trusted and emotionally rich channels for customer engagement. Whether resolving an issue, providing updates, or guiding customers through self-service journeys, voice interactions shape how customers perceive your brand.
Every interaction with a customer is an opportunity to reinforce your brand. With Custom Voices, organizations can ensure their voice interactions match the tone, pacing, and personality customers expect. Voices are calm and supportive, confident and professional, or warm and conversational, enabling richer interactions across automated and agent-assisted workflows.
By combining advanced neural speech synthesis with Azure AI capabilities and native integration into Dynamics 365 Contact Center, organizations can now offer voice interactions that are:
More natural and expressive
Consistent with brand identity
Inclusive across languages and accents
Scalable across highvolume customer scenarios
Within Dynamics 365 Contact Center, Custom Neural Voices can be used across scenarios such as:
Virtual agents and self-service flows
Intelligent IVR experiences
Voice is personal, and with that comes responsibility. Custom Neural Voices are developed and deployed with a strong emphasis on ethical use, transparency, and consent. They are only offered on a limited basis for verified customers and valid use cases. Microsoft’s responsible AI framework guides how these capabilities are offered. This helps organizations use advanced voice technology in ways that respect users and build confidence in AI-driven experiences.
The Future of Voice in Customer Engagement
Custom Neural Voices for Dynamics 365 Contact Center represents a significant evolution in how organizations think about voice automation. Rather than treating voice as a transactional tool, this capability makes it a strategic part of the overall customer experience. An experience that is intelligent, expressive, and aligned with the brand.
This article is contributed. See the original author and article here.
Global ERP environments are under increasing pressure. Regulatory requirements continue to evolve, compliance processes are moving to digital channels, and authorities expect structured electronic reporting delivered in prescribed formats and on local timelines. At the same time, IT teams are responsible for keeping ERP platforms current, reducing custom code, and supporting expansion into new markets without increasing operational complexity.
Dynamics 365 ERP applications are built to support these needs through comprehensive localization capabilities and extensible, upgrade-safe tools. As part of our ongoing investment, we are introducing localization for Türkiye. This addition expands Microsoft’s out-of-the-box localization coverage to 58 countries and regions, helping organizations address local regulatory requirements while maintaining a consistent, standardized ERP platform.
A modern foundation for localization: Globalization Studio
Globalization Studio is the extensibility framework in Dynamics 365 ERP apps for configuring and extending localization-related functionality without extensive custom development. It provides a consistent set of tools and services to support financial, tax, and regulatory processes while maintaining application upgradeability.
Key capabilities of Globalization Studio include:
Electronic Reporting (ER) for defining regulatory reports and electronic documents using configurable formats.
No-code and low-code extensibility to adapt formats, business rules, and calculations without modifying core application code.
Centralized management of localization functionality aligned with Microsoft-delivered country and regional solutions.
Support for regulatory changes, enabling updates to be applied as requirements evolve.
This approach allows organizations to manage localization at the legal entity level while maintaining a common application foundation across regions. It also provides partners with a consistent framework for delivering additional localized functionality.
Introducing Türkiye localization in Dynamics 365 ERP
With the 2025 Release Wave 2, Dynamics 365 ERP introduces built-in localization for Türkiye. This release expands Microsoft’s country and regional coverage and provides a supported starting point for organizations operating in the Turkish market.
The Türkiye localization is built using Microsoft Globalization Studio tools and services and works across Dynamics 365 ERP applications. It follows Microsoft localization patterns and is designed to support updates as local regulatory requirements evolve.
Considerations for IT and partner teams
For organizations operating in Türkiye, or planning future expansion, this localization can reduce the need for custom-built solutions or separate localization add-ons. From an IT perspective, this can support:
Faster configuration using Microsoft-delivered localization functionality.
Reduced reliance on custom code that can complicate maintenance and upgrades.
Use of extensible tools to adapt localization as regulatory requirements change.
Alignment with localization approaches used across other Dynamics 365 ERP countries and regions.
For partners, built-in localization provides a solid foundation for focusing on industry-specific or customer-specific requirements, rather than developing baseline regulatory functionality.
Türkiye localization highlights
The Türkiye localization includes capabilities designed to address common regulatory and operational scenarios, including:
Import of currency exchange rates from the Central Bank of the Republic of Türkiye.
Continuous serial numbering for packing slips and invoices.
Currency conversion in purchase and sales orders.
Exchange rate difference invoices.
Generation of electronic packing slips and invoices.
Enhancements for cheque and promissory note processing.
Prorated depreciation and allocation of final-year depreciation across months for fixed assets.
E-Ledger generation in XBRL (eXtensible Business Reporting Language) format.
These capabilities are designed to help organizations meet local reporting and operational requirements when using Dynamics 365 ERP apps in Türkiye.
Getting started with Türkiye localization
Localization functionality in Dynamics 365 ERP apps operates at the legal entity level. To enable Türkiye localization:
Set Türkiye as the primary address for the relevant legal entity.
In Feature management, enable the Globalization expansion – Türkiye feature.
Once enabled, Türkiye-specific fields and user interface elements become available within the legal entity. For example, you can configure serial prefixes and enable continuous serial numbering of various documents, such as sales invoices or product receipts for purchase return orders.
You can also complete the monthly closing process by creating an e-Ledger journal and exporting an e-Ledger file in XBRL (eXtensible Business Reporting Language) format. Using the Globalization Studio’s Electronic Reporting tool, you can easily extend the format to meet your integrator’s requirements.
Designed for global scale with local flexibility
With this release, Dynamics 365 ERP apps continue to expand Microsoft’s localization footprint while maintaining a consistent approach to extensibility and upgradeability. Equipped with Globalization Studio tools, organizations can support operations across multiple countries and regions while addressing local requirements within a unified ERP platform.
This article is contributed. See the original author and article here.
Twenty-five years ago, SharePoint set out to help people share knowledge and work better together, a mission that today operates at extraordinary scale.
This article is contributed. See the original author and article here.
As enterprise workloads become more agentic, the expectations of ERP systems—and the teams that operate them—are shifting. Batch jobs, workflow orchestration, data import/exports, and background processes are no longer “just” technical plumbing–they are critical pieces of the operational fabric. They deliver timely financial results, accurate supply chain data, and reliable business intelligence driving process optimization.
To support this shift, observability needs to evolve beyond simple logs and reactive troubleshooting. Observability needs to provide meaningful insights into execution behavior, performance patterns, and operational context. This ensures IT teams can run ERP with confidence and reliability.
In Dynamics 365 ERP apps, we’ve long provided integration with Azure Application Insights to help organizations collect telemetry about user activity, failures, and application behavior. Now, with the expansion of batch telemetry signals — including start/stop events, failure data, throttling conditions, thread availability, and queue behavior — administrators and IT architects can gain deeper visibility into the health of critical batch-based workloads.
Why Observability Matters Now
ERP observability historically focused on basic monitoring. It observed which jobs were running, whether a job failed, or whether alerts were triggered. These indicators are useful, but they lack operational context. Modern enterprise workloads are increasingly interconnected, and automation driven. Delays or failures in one workload can ripple outward, affecting downstream processes, reporting accuracy, and service delivery.
At the same time, teams are beginning to rely on AI agents to help monitor, diagnose, and in some cases suggest remediation steps. These tools need high-quality signals to be effective.
Batch workloads are a prime example. Batch jobs directly impact business outcomes, from overnight posting to inventory sync and settlements. Without execution insights, teams guess root causes and waste time on manual investigation.
What Batch Telemetry Brings to the Table
The monitoring and telemetry capabilities in Dynamics 365 ERP enable customers to send application telemetry to Azure Application Insights for analysis and alerting. The recent expansion of telemetry signals for batch workloads builds on this foundation by adding behavioral data specifically for batch execution patterns.
These signals include:
Batch start and stop events to show how long jobs take to run, not just whether they completed.
Failure information that correlates with info log entries and execution context.
Throttling indicators that highlight contention due to system load.
Thread availability data that helps reveal when jobs are waiting because capacity is constrained.
Queue depth metrics shows number of waiting tasks for all queues that are part of the Priority Based Scheduling queues.
Emitting these signals into a customer-owned Application Insights resource means teams can apply their existing monitoring pipelines, dashboards, and alerting logic without changing how data is consumed.
From Visibility to Insight
Once batch telemetry data flows into Application Insights, teams can query it using Kusto Query Language (KQL) and build dashboards that correlate workload behavior with other operational metrics.
This richer observability enables several practical outcomes:
Faster investigation of execution behavior without sifting through logs.
Trend analysis to detect regressions or capacity bottlenecks before they impact business cycles.
More informed capacity planning based on actual observed patterns.
Alignment of SLA expectations with real operational performance.
Here are some real‑world business scenarios that show how telemetry insights are helping customers troubleshoot issues and resolve problems faster.
A global consumer goods company frequently sees high priority jobs completing late. Batch Queue telemetry exposes queue congestion and thread exhaustion, showing when noncritical tasks bury priority workloads.
It helps surface when priority-based scheduling queues build up and delay time‑sensitive workloads, while also revealing misconfigured priorities that cause jobs to be processed out of order. It further enables teams to closely monitor queue health during cutover or high‑load events, ensuring critical workloads flow smoothly.
Similarly, a finance team’s bank reconciliation jobs remain “Waiting” for long periods. Thread telemetry reveals thread starvation—jobs were queued, but threads were fully consumed.
It helps explain why jobs remain stuck in a “Waiting” state by revealing when thread capacity is fully consumed by parallel workloads. It also highlights thread saturation patterns, enabling teams to right‑size AOS batch capacity for smoother, more predictable processing.
A Foundation for Intelligent Operations
The expanded telemetry signals are not just a diagnostic tool. They serve as a foundation for smarter operations in an era where agents play an increasing role. High-fidelity Batch telemetry enables experiences like:
Automated detection of anomalies based on execution baselines.
Correlation of workload performance with business-critical thresholds.
Enhanced alerts that tie operational conditions to business impact.
By making execution behavior more observable and actionable, Dynamics 365 ERP helps teams focus on outcomes, not just symptoms.
Once telemetry is configured, expanded batch signals can be toggled on from within system administration and begin flowing to your Application Insights pipeline for analysis.
Rich observability is a core requirement for running modern ERP workloads, especially as organizations adopt more automation and begin exploring agent-assisted operational tooling. By bringing deeper insight into batch execution behavior, our ERP portfolio apps in Dynamics 365 helps IT teams move from reactive troubleshooting toward proactive reliability and informed decision-making.
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