The Leadership Compass report speaks to how a customer data platform (CDP) can help organizations address the challengessiloed data, personalization, multichannel orchestration among themthat they may face when seeking to improve their customer experience. Microsoft’s customers are overcoming these challenges with Dynamics 365 Customer Insights, a recognized product-leading, innovation-leading, and market-leading CDP with comprehensive, powerful capabilities.
One Microsoft customer that is committed to a data-centric approach to its customer experience initiatives is Valencia Club de Ftbol (CF). The club is taking charge of its customer data with Dynamics 365 Customer Insights and using the CDP to help its entire organization usher in a data-driven mindset. As a result, the club is creating more meaningful and personalized fan engagement. As explained by Franco Segarra, Head of Innovation for Valencia CF, “Becoming data-driven helps everyone get more out of their job.”
Three areas of recognized leadership
Microsoft customers like Valencia CF are powering hyper-personalized, delightful customer experiences at scale by embracing the need to have a deep understanding of their customers. They are driving meaningful actions with confidence as a result of recognized leadership of Dynamics 365 Customer Insights in three areas.
1. Product leadership
The functional strengths and complete services of the Microsoft CDP empower you to get the most complete view of your customers by unifying all your customer data with ease. Best-of-breed technologies such as Microsoft Azure Data Lake and Cosmos DB power this innovation at massive scale. Customers can store many hundreds of millions of profiles within a single environment, making the CDP an exceptional powerhouse for end-to-end enterprise marketing stacks.
2. Product innovation
Microsoft customers benefit from ongoing, customer-oriented innovation that helps them meet their evolving and emerging business requirements. We are focused on differentiation and solving customer pain points with both customer-requested enhancements and cutting-edge features. We are also supporting our customers in expanding and accelerating their discovery of insights with out-of-box machine learning templates, as well as support for custom AI/ML models with Microsoft Azure Synapse Analytics. Microsoft customers are benefiting from a limitless analytics solution that significantly reduces their project development time while delivering breakthrough price performance.
3. Market leadership
Microsoft and our extensive ecosystem of more than 7,500 worldwide partners (2022) help customers solve important challenges. Our partners include ISVs building solutions on top of or connecting their solutions to Dynamics 365 and systems integrators providing customizations and integrations for customers’ unique environments. Together, we’re helping customers across industries and around the world grow their businesses by taking full control of their customer data.
We’re delighted to share the news of this recognition of Microsoft as a Market Champion. We agree with KuppingerCole’s assessment that the [Microsoft] “roadmap is ambitious, and the product vision is clear, and are closely linked to overarching activities in the Microsoft ecosystem.” In this unprecedented time of radically shifting consumer behaviors, delivering quality, highly tailored customer experiences is a path to competitive differentiation that can help lead to customer loyalty. Customer Insights is your key to engaging your customers like your business depends on it.
Learn more
To learn more about how Microsoft compared to the other technology providers included in this Leadership Compass, please access the KuppingerCole Leadership Compass, Customer Data Platforms for a complimentary copy of the report.
This article is contributed. See the original author and article here.
Microsoft Ignite returns live next weeka digital and in-person event in Seattle, Washington on Wednesday, October 12, and Thursday, October 13. Register today for two content-packed days where you’ll explore the future of Microsoft Dynamics 365 and Microsoft Power Platform and join other technologists in immersive learning experiences, product demos, breakout sessions, and expert meet-ups.
This year, the Dynamics 365 and Power Platform teams will showcase new and upcoming capabilities as well as demonstrate how your organization can make the most of AI and automation to streamline business processes, enhance collaboration, and improve customer and employee experiences.
Register now for the in-person or digital event. The free digital event will be the foundation of Microsoft Ignite this year, offering hours of sessions and interactive learning, Q&As with experts, live discussions, roundtables, and much more, all streaming live and on-demand, at no cost.
Dynamics 365 at Microsoft Ignite: Essential sessions and activities
To help you plan your experience from the variety of sessions and activities, we’ve compiled some essential presentations, sessions, and viewing tips. Click the linked titles to learn more and add each event to your session scheduler.
Ignite opening keynote
Wednesday, October 12 | 9:00 AM9:50 AM Pacific Time
Join the opening keynote, hosted by Microsoft CEO Satya Nadella, for an overview of innovations that will shape the future of business.
Learn how organizations across industries are applying AI, automation, and mixed reality to streamline business processes, enhance collaboration, and improve customer and employee experiences. You’ll get a first-hand look at how products like Microsoft Viva Sales, Microsoft Digital Contact Center Platform, and Microsoft Power Platform rapidly enable AI and automation with modern capabilities.
Don’t miss this first look at the new Dynamics 365 and Power Platform innovations coming to market. We’ll debut new technologies not previously announced, as well as give you a first look at innovations in release wave 2features that are planned for release between October 2022 and March 2023. We’ll also spotlight organizations that will use these new technologies to drive better operational outcomes and customer success.
Dynamics 365 breakout sessions
After the keynote, learn what’s new and on the horizon for Dynamics 365 in these featured sessions:
In today’s shifting macroeconomic climate, technology can help organizations in every industry overcome challenges and emerge stronger. From enabling hybrid work to bringing business processes into the flow of work, learn how Microsoft 365 helps organizations deliver on their digital imperative, so they can “do more with less.”
Explore what the industrial metaverse means today and where the technology is headed. From autonomous automation to connected field service and mixed reality to digitization of connected environments, we’ll showcase a maturity model that you can use to guide your implementation over time while solving business challenges each step of the way. We’ll also share how innovative customers are using this technology now to secure a competitive edge and build for the future.
Hybrid work presents new challenges for engaging, motivating, and growing a workforce. IT leaders and human resources (HR) leaders have an opportunity to partner on a more advanced digital experience to support various ways of working. We’ll explore how Viva puts people at the center, connecting them to company information, communications, workplace insights, knowledge, and learning. Product leadership will share the latest innovations from Viva to prepare your organization for the new digital employee experience, today.
Organizations around the world use Microsoft’s natural language processing (NLP) capabilities to simplify tasks and support human connection, from helping employees better understand customer needs to helping customers find information more quickly. Learn why technology leaders are doubling down on NLP, and get a deeper understanding of NLP capabilities available across Dynamics 365 and Microsoft Azure Cognitive Services that can help transform customer and employee engagement at scale.
Staying connected with colleagues, partners, and customers is more important than ever. Join us to learn how Teams Phone and contact center capabilities for Teams can create richer communications while helping organizations turn customer service into a team sport. We’ll share the latest updates on our mobility innovation and discuss how organizations are using Teams Phone enterprise-grade calling.
Attend live or watch on-demand
In addition to the live streams above, each segment will be rebroadcasted throughout the event. The key segments are open to everyone, but we encourage you to register in advance to unlock the full Microsoft Ignite experiencefrom digital breakout sessions with live Q&As to conversations with Microsoft experts and your global community.
More to explore
Microsoft Ignite will include live segments and Q&As, available across time zones. Check out all of the events and activities hosted by our team of experts:
Ask the Experts: An opportunity to ask questions at sessions with experts in cloud, desktop, mobile, and web development for specific guidance on your project or interests.
Table Topics: A live discussion with the community on camera and in chat. Get inspired by community experts,learn best practices, and share helpful resources with other attendees.
Local Connections: An opportunity to engage with attendees local to you, no matter where you are in the world. Dedicated time to help find developers, Microsoft experts, and partners with similar interests in your area.
Learn Live: Guided online content with subject matter experts to direct you through Microsoft Learn modules that you can complete on your own at any time.
Product Roundtables: Two-way discussions direct with Microsoft engineering.
Cloud Skills Challenge: A collection of interactive, online learning modules to complete for a chance to earn a free certification exam.
One-to-One Consultations: A unique opportunity to connect with an expert during the event to get the technical answers you need. These 45-minute sessions provide the event’s only one-to-one setting.
This article is contributed. See the original author and article here.
Intrastat is the system the European Union (EU) uses to collect statistics on the trade in goods among EU member nations. Microsoft Dynamics 365 Business Central customers that operate in the EU can use the Intrastat Report to meet their monthly reporting requirements. With 2022 release wave 2 of Business Central, we’re introducing a redesigned Intrastat reporting experience with extended features. Here’s what you need to know.
Test in a sandbox first
The new experience is disabled by default. You’ll need to enable it on the Feature Management page in Business Central. We suggest you enable and test it in a sandbox environment with a copy of your production data first. Once you activate the new user experience in your production environment, you can’t go back to the old Intrastat functionality.
New Intrastat reporting experience
The old Intrastat Report was based on journals. In the new report, you’ll see a list of entries, and when you create a new Intrastat Report, it opens on the document page.
Additionally, Intrastat reporting is no longer part of the base application, but is now an extension.
Enhanced functionality
We’ve added features to make your Intrastat reporting smoother and more easily customized to meet your business needs.
Data Exchange Framework for reporting. Almost all EU countries require a file for reporting. Previously we created a hardcoded file. Now we use the Data Exchange Framework, and you can easily create timestamped files for export. We include prepared formats for countries for which we have localizations. You can change the out-of-box report or make your own, especially if we don’t have a localization for your country.
Configurable Checklist Report. After you fill in the Intrastat Report, you can run a configurable Checklist Report to make sure the information you entered is correct, and that all fields you indicated are mandatory have been entered.
Fixed asset reporting. You can also include fixed assets in your report.
Weight and supplementary unit management. For both goods and fixed assets, you can easily configure the weight and supplementary unit of measure and, if needed, recalculate weights and supplementary units without changing any other values.
Manual corrections. You can manually correct your lines, and edited lines are indicated.
More report configuration options. The new Intrastat Report configuration has more options, and you can also adjust your reporting in the Data Exchange Definition settings. You can set file export preferences, default values, which country will be the base for reporting, how to treat VAT numbers, and more.
Service Declaration is coming soon as a separate app. Service Declaration, or Intrastat for Services, will be available in November 2022 as a separate app. Business Central will report services that come from the purchase and sale of items configured as services, resources, and item charges.
Technical information
Now modularized and open source. With the new Intrastat application, the Business Central development team continues to apply the strategy of modularizing the common application layer (base application). At the same time, we’re providing more capabilities for partners to contribute by making both the Intrastat app and report formats open source.
Developed for extensibility. The central part of the design is the Intrastat core app. The app allows a partner to define business in two ways:
Use the app logic with the report format exposed through the Data Exchange Framework to generate the report
For a heavily customized solution, define logic through the standard report configuration on the VAT Report Configuration page (suggest lines, content, response handler, and validation object)
To support extensibility, the app has 47 integration events. If you need to submit more than that, use the standard process.
Customizable formats. After receiving many requests to allow easier report format modifications, we decided to expose the format through the Data Exchange Framework to support text and XML files. Microsoft will continue to provide changes in accordance with local market law requirements, but users may customize the format and keep their own version of the format definition. The Intrastat core application will have a common format defined in DataExchDefMap.xml in the AppResources folder.
Country formats. The Intrastat core extension supports all countries and follows the existing Intrastat logic. For several countries, the required Intrastat format is significantly different. Microsoft is releasing country-specific apps, which will be developed on top of the Intrastat core app. Both Intrastat core and country apps will be preinstalled by default but must be enabled in Feature Management. Developers can choose to develop their solution on top of a common application layer, the Intrastat common application, or an Intrastat country app.
Open-source app. Our goal is to open the source code completely, both the app code and report formats. The formats will be exposed as Data Exchange Framework schema and shared through GitHub. Like other first-party apps, the app code will be available on GitHub at ALAppExtensions/Apps/W1 at main microsoft/ALAppExtensions (github.com).
When will the new Intrastat reporting experience be available?
The new Intrastat experience is available starting in October 2022 with 2022 release wave 2 for all countries using the W1 version and country apps for Austria, Spain, and Sweden. Other country-based apps for Microsoft localizations only will be available in November 2022. Service Declaration will be available as an additional app in the same release starting in November.
For EU countries without Microsoft localization
What if you’re in an EU country where Microsoft doesn’t provide localization? In that case, partners can start by adding country-based features on top of the Intrastat core app as soon as the W1 version is available.
If you see some obstacles in this process, please contact us. Our intention was not to create a new Intrastat only for Microsoft localizations, but to create a solution that our partners can easily extend to meet local requirements.
Action needed
You should transition to the new Intrastat app soon. The existing Intrastat functionality will be supported until 2023 release wave 2 to provide enough time for a smooth transition. However, we encourage Business Central customers to move to the new Intrastat app before then.
Important notes:
Existing Intrastat functionality is being deprecated. The Intrastat objects in the base application (27 in total) will be tagged for obsoletion and will be available until 2023 release wave 2.
The transition process is one-directional. Once you move to the new Intrastat app, users will not be able to return to the old experience.
No data will be transferred in the transition.
There is no overlap between the existing and new Intrastat objects, so there is no risk of data corruption.
Users who try to access existing Intrastat pages will be redirected to the new experience.
To modify the assisted setup, use the following setting: [EventSubscriber(ObjectType::Codeunit, Codeunit::"Feature Management Facade", 'OnAfterFeatureEnableConfirmed', '', true, true)]
Learn more
For more information about the new Intrastat reporting experience, read the documentation:
This article is contributed. See the original author and article here.
Customization is one of the most effective tools to ensure users are maximizing application capabilities by tailoring them to their organization or individual use cases. Microsoft Dynamics 365 Sales users love the sales accelerator experience, where they get a prioritized list of customers and an optimized workspace. It is a modern view that provides seamless navigation and relevant guidance regarding the next best activity the user should take, without multiple context switches. However, our users told us they needed more flexibility to customize work item cards according to the requirements and use cases of specific organizations or users. That flexibility is now available.
The new work item experience enables users to customize work item cards according to their needs and organizational requirements. With key information visible in the work item cards and relevant filters and sorting mechanisms easily available, users can make quick, informed decisions about the next entity or sales workflow to select, just by glancing at the curated worklist.
Work item appearance customization options
The key highlights of this feature include:
Modify the information, icons, and action buttons displayed in a work item card so that the most relevant data for Sales entities is always available
Control the customization at the organization (admin) and user levels
Let’s understand the capabilities in detail and how you can benefit by customizing work item cards across your sales scenarios.
What is work item card customization?
The ability to customize work item cards is a new capability offered as part of the sales accelerator workspace. It allows users to customize the design, content, and structure of work item cards to display the most relevant and valuable information in the work item. Users can personalize work items for each entity type they work with, by adding, removing, or modifying icons, activities, and the number of rows or the number of fields in each row, which are displayed as part of the out-of-the-box card structure. Users can view the fields and activities that are relevant for them in any ongoing sales processes.
Who will benefit from customized work item cards?
Work item card customization is beneficial to individual users, business admins, and sales managers, as this feature provides control at both organizational and user levels.
Work item card customization is available for business admins without having to change any settings. If you have an admin role in your organization, you can start using the feature right away to customize work item cards. Define the work item card structure that will be visible in the worklist of the sales accelerator workspace for all relevant entities in accordance with your organizational directives or sales scenarios.
As an admin, you can lock customization to ensure that users are not able to make any modifications to work item cards without reaching out to you.
Lock customization capability for admins
If allowed, users can define the work item card structure for all relevant entities according to their own requirements and advantages. The customized view is visible only to the user, and they can always restore the default card view with a single click.
Below are some of the use cases for customizing the work item card:
If sellers are directed to prioritize opportunities based on the estimated revenue, an admin can update the structure of the Opportunity work item to show the “Estimated Revenue” field.
To pick up an opportunity based on a field like “Rating,” which is not part of the Opportunity entity card, users can modify the card structure to add the field.
In cases where lead cards are displaying information that isn’t relevant for the user’s work, they can remove unneeded fields and keep the ones they find relevant.
How to customize work item cards?
A card designer with dynamic preview options allows users to view their changes as they are making them, reducing design errors and minimizing rework while modifying the card structure. The designer comes with a one-click “Reset to Default” option available at any point in case they want to return to the out-of-the-box card structure for an entity.
Users can make the following customizations using the card designer:
Modify the card icon to add an image, initials, or record or activity type associated with the record
Add up to three fields and three icons in a single row
Add up to four rows
Remove rows or fields (a minimum of one row is required)
Add action options from an available set (skip, preview, assign, mark complete, etc.) to perform the actions without having to delve into the form details of each entity
The card designer allows users to update the design and structure for all the sales entities by selecting the relevant one from a list. Changes that admins make are reflected in work item cards for all users. Users can modify and save their own card structure, which overrides the out-of-the-box or admin-defined structure.
This article is contributed. See the original author and article here.
When you’re crafting marketing and sales strategies, an important way to drive engagement and purchases is by personalizing your marketing campaigns, journeys, and content to your customer segments. One method for segmenting your customers is by their potential value. AI can help predict their potential lifetime value so you can create segments of high-value and low-value customers. As with all AI, the more data the AI model has, the more accurate its predictions will be. Now you can use Dynamics 365 Customer Insights to include selected customer profile attributes in the customer lifetime value (CLV) predictive model. This post will share what customer profile attributes are, how to use them in the CLV model, and what’s new in the overall experience of using the model.
AI: It’s all about the data
The type of data that’s provided to an AI model can influence the accuracy of its predictions. Transaction data, which AI models use to predict transaction value in the future, can become more accurate by adding customer data. The more customer data you provide to a model, the more accurate and targeted the segments of “high-value” and “low-value” customers will be. As a result, marketing campaigns that target those segments can speak more directly to the individual traits of your customers, driving engagement and sales.
Dynamics 365 Customer Insights is introducing a new feature for the CLV out-of-the-box predictive model that allows you to select customer profile attributes to include in the prediction. You can select from 18 commonly used attributes, in any combination, to include as an input to the model.
What is the customer lifetime value prediction model?
The CLV prediction model predicts the potential valuerevenuethat individual active customers will bring to your business in a future period that you define. The model can help you to:
Identify high-value customers.
Target individual high-value customers.
Create strategic customer segments based on customers’ potential value to run personalized campaigns with targeted sales, marketing, and support efforts.
Recognize and reward high-value customers through loyalty or rewards programs.
Identify characteristics of high-value customers.
Guide marketing and sales strategies by optimizing factors that increase customer value; for example, by incentivizing more frequent visits or using upsell campaigns to encourage larger transaction totals.
Optimize sales or marketing strategy and allocate budget more accurately for customer outreach.
Identify medium-value and lower-value customers to create strategies to improve their value.
What are customer profile attributes?
Attributes are the fields in a customer profile (or in any Common Data Model entity). Customer Insights uses both standard entity definitions and its own entities, including CustomerProfile. The CustomerProfile entity includes dozens of attributes that define the characteristics of your customers, such as their birth date, first name, last name, and gamertag.
What is the model doing with these attributes?
Customer attributes can serve as extra sources of information to make customer lifetime value prediction more personal. Personalizing these predictions helps to customize the model to your use case without requiring you to develop fully customized AI models.
The profile attributes that you select during configuration are added to the model and considered alongside required input data. The model’s results page shows how much the attributes influenced the prediction.
As illustrated in the figure below, the CLV model creates a table of the features of transaction activities, such as average transaction value and transaction frequency, with one row for each customer. It augments the table with features of other activities, such as the number of days since the last retail product web review. Now, you can include customer profile attributes such as gender and date of birth as features in the activities table as well, to determine how those factors affect the prediction.
How has the experience of configuring the CLV prediction model changed?
The high-level experience of configuring the CLV model hasn’t changed. The only difference you’ll notice is that now you can use the Additional data (optional) step to boost model insights with additional customer data, in addition to activity data.
As shown in the following screenshot, you’ll need to map one or more of the 18 possible customer profile attributes to a field in the activities table for the model to include them.
Adding customer profile attributes to the model is optional. If you choose to use them, you can map as few as one or as many as 18. The CLV model will consider all attributes for which you’ve provided a mapping and decide whether they’re influential in identifying your predicted high-value and low-value customers.
What changes will I see in the CLV prediction model?
You can review your prediction results on the My predictions tab in Intelligence > Predictions. Select a prediction to view its results page.
You’ll see the results of using customer profile attributes on the results screen. More information about the results page is available in the product documentation. The model will decide which of the customer profile attributes are influential in the customer lifetime value prediction and will show them alongside other influential factors on the results page.
The results page is the easiest way to know whether the attributes you mapped were used in the prediction. The influential factors table shows the importance for predictive ability that the model assigned to each of the aggregated factors. If a mapped attribute had zero or very little impact, you might infer that that characteristic of your customers doesn’t affect their potential lifetime value.
The factors are aggregated because it’s a simpler way to understand hundreds of factors that are similar. For example, the model aggregates the importance of all location-related fields under a single factor called Location.
Could adding customer attributes make my model biased?
Like all AI features that are developed at Microsoft, all the out-of-the-box predictive models in Customer Insightsincluding the CLV modelare subject to rigorous Responsible AI principles. We follow these principles to ensure that our AI features meet our standards for developing ethical solutions that you can trust. Because you bring your own data to these models, it’s important to understand that any bias that’s present in your data might influence the predictions to be biased as well.
Let’s say that Contoso Coffee is hosting an event to launch a top-of-the-line espresso machine. Wanting to target high-value customers to invite to the launch, they use the CLV model and include the customer profile attributes Location and Occupation in the prediction. They find that their highest-value customers live in affluent suburbs and work in particular occupations.
A closer look reveals the bias hidden in the prediction when it includes just Location and Occupation: assuming that where a customer lives or what they do for a living are the only attributes that indicate a high-value customer. Selecting only a subset of customer profile attributes can be a type of bias.
Three ways to avoid bias in customer lifetime value prediction
To avoid introducing bias into your predictions, make sure the source data is fair. You can use tools like Fairlearn to check the data you’re ingesting into Customer Insights.
You can train your model in a way that avoids bias, too. It’s as easy as including as many customer profile attributes as you can map, to allow the model to consider them as influential factors.
Finally, you can avoid bias when you review your results. Take the model’s influential factors list into consideration and avoid “cherry picking” customer attributes that serve a hypothesis you might have.
Returning to our Contoso Coffee example, should they include Location in their model? Certainly. They want to make sure guests they invite can easily travel to the event, so that’s a fair use of the Location attribute. But they should consider other attributes to help them make a fair decision and capture the best audience to invite.
Why might my mapped attributes not be used?
If a customer attribute you mapped doesn’t appear in the influential factors table, this might be why:
You might have mapped the attribute incorrectly. Map it correctly, and then run the model again.
The model didn’t find it to be influential compared to the transaction and activity data.
Data quality issues made the attribute unusable.
Customer Insights checks the data quality of mapped attributes before using them in the model. For example, if most entries for an attribute are missing, we consider that attribute unreliable for prediction. The model doesn’t use it and it doesn’t appear in the influential factors list, but it does appear in the input data usability report.
When is this feature available?
Customer profile attributes are available now in the CLV prediction model in Customer Insights.
New to Dynamics 365 Customer Insights? Already using it but want to try out CLV customer profile attributes with demo data? Start a trial.
Want more information? Reach out through the Customer and Partner Voice channels or share a suggestion on the Dynamics 365 Application Ideas page.
Want to engage with the wider community? Ask a question, share an idea, and connect with other Customer Insights partners and users in the Customer Insights forums.
This article is contributed. See the original author and article here.
The new Customer Service admin center unifies and simplifies administration across the Microsoft Dynamics 365 Customer Service suite. We’re deprecating the old standalone administration experiences in the service management area of the Customer Service Hub, Omnichannel admin center, and app profile manager. Support for these experiences will end in April 2023. We want to make sure your admins and other IT professionals have the information they need to prepare for these changes.
Start using the unified admin center now
If you haven’t already tried the new Customer Service admin center, you’ll find it’s more efficient than the old standalone admin experiences it’s replacing. All in one place, you can set up and manage cases, channels, knowledge articles, queues, routings, automatic record creation rules, agent experience profiles, insights, schedules, and more.
Here are just a few of the improvements in the new unified admin center:
We’ve consolidated administration experiences across the Customer Service Hub, Omnichannel admin center, and app profile manager.
Get step-by-step guidance when you’re setting up a channel.
We’ve added a search feature to help you easily find administrator settings.
The reorganized site map is now task-oriented and adapts to the capabilities you’ve provisioned. Based on core Customer Service, if you have provisioned Omnichannel for Customer Service, then other features are automatically available.
Overview pages for each area list at-a-glance information with deep links to manage features.
Landing pages for each feature provide an overview of all the capabilities.
Deprecation of standalone admin experiences
With the release of the Customer Service admin center, we are announcing the deprecation and end of support of the following standalone admin experiences in April 2023:
Service management area in the Customer Service Hub
Omnichannel admin center
App profile manager
Starting in October 2022, the Omnichannel admin center and the service management area in the Customer Service Hub will be hidden by default in newly created organizations and environments. You have the option to bring them back, but we recommend that you start using the new Customer Service admin center as soon as possible.
The app profile manager standalone experience will be removed in April 2023.
Action needed: Move to unified admin center now
If your organization is using any of the standalone admin experiences listed above, we recommend you move to the new unified app as soon as possible. The app is automatically installed in all Customer Service organizations and is available on the Dynamics 365 app page.
All existing setups will appear in the Customer Service admin center. If you have customizations, you can migrate them to the new app. No other migration is needed.
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