This article is contributed. See the original author and article here.
In modern contact centers, not every customer question can be resolved by a single representative. Complex interactions often require quick collaboration—bringing in subject matter experts, supervisors, or external partners—without breaking the flow of the conversation or forcing customers to repeat themselves.
Dynamics 365 Contact Center addresses this challenge with powerful consult capabilities, enabling service representatives to collaborate in real time while keeping conversations seamless across voice and digital channels.
To see how these capabilities come together in practice, let’s step inside Contoso Health, a multi‑specialty healthcare provider delivering patient support at scale.
Inside Contoso Health: Coordinated Care Without Disruption
Contoso Health serves thousands of patients every day through its Patient Access and Care Coordination teams. Representatives handle a wide range of interactions—appointment management, referral validation, insurance questions, post‑discharge follow‑ups, and care plan clarifications.
Their goal is simple: connect every patient to the right expertise instantly, without transfers, repetition, or uncertainty.
Here’s how consult capabilities in Dynamics 365 Contact Center make that possible.
Consult with a Representative: Real‑Time Peer Collaboration
Some situations require a quick second opinion before responding to a patient. Rather than transferring the interaction, representatives can consult another service representative or supervisor while keeping the patient on hold.
Contoso Scenario: Referral Eligibility Check
A patient calls to reschedule a specialist appointment and asks whether their referral is still valid. The Patient Access representative initiates a consult with a Scheduling Specialist, who can see the conversation context and confirm referral rules in real time.
What the patient experiences:
A short, informed hold.
No handoff or repetition.
A confident, accurate response from the same representative.
Consult to Queue: Access to Specialized Expertise
When the required expertise isn’t known upfront, representatives can consult an entire specialist queue. Dynamics 365 Contact Center uses routing logic to connect the representative with the most appropriate expert based on skills and availability.
Contoso Scenario: Pre‑Procedure Instructions
A patient asks detailed questions about preparing for an upcoming procedure. The representative consults the Nursing queue, allowing the system to route the consult to an available clinician.
Why it works:
No manual searching for the right person.
Faster access to clinically accurate information.
Safer, more reliable guidance in high‑stakes interactions.
Consult with External Numbers: Coordinating with Healthcare Partners
Healthcare interactions often depend on information outside the organization—insurance providers, labs, or partner clinics. Representatives can consult external PSTN numbers directly from the communication panel.
Contoso Scenario: Insurance Coverage Verification
A patient wants to confirm coverage for a diagnostic imaging procedure. The representative consults the insurance provider via an external number, verifies eligibility, and returns to the patient with confirmed details—without ending the call.
Outcome:
Verified information in a single interaction
Fewer callbacks and follow‑ups
A seamless, unified patient experience across organizations
Consult with Microsoft Teams Users: Bridging Contact Center and Care Teams
Many clinicians and care coordinators work primarily in Microsoft Teams, not the contact center. Dynamics 365 Contact Center allows representatives to consult Teams users directly.
A recently discharged patient calls with concerns about medication timing. The representative sees the assigned Care Coordinator is available in Teams and initiates a consult to confirm instructions before responding.
Benefits:
Faster access to care teams
No context switching or manual follow‑ups
Better alignment between service and clinical teams
Filtered Consults: Connecting to the Right Expertise with Confidence
In complex service environments, not every expert, team, or specialist should be available for every consult. An unfiltered list can slow representatives down and increase the risk of engaging the wrong resource. Dynamics 365 Contact Center supports filtered consult experiences, ensuring representatives see only the most relevant queues and users based on organizational rules and roles.
Contoso Scenario: Targeted Consults in Care Coordination
A customer interaction is routed into the Care Coordination queue based on intent. Once the conversation lands in the queue, consult options are filtered. Representatives see only approved specialist queues and users aligned to Care Coordination roles and policies. This ensures consults stay within the correct domain, prevents accidental misrouting, and helps Contoso resolve complex requests efficiently after work enters a specialized queue.
Why it matters:
Filtered consults help Contoso Health maintain clinical accuracy, reduce decision fatigue for representatives, and ensure collaboration happens within the right care boundaries—supporting safer, more confident patient interactions.
Confident Collaboration, Better Outcomes
Great customer experiences depend on confident, well‑informed conversations. Dynamics 365 Contact Center enables representatives to stay in control while collaborating in real time with the right experts—peers, specialist queues, external partners, or Microsoft Teams users.
The primary representative remains the single point of contact, preserving continuity while bringing in additional insight when needed. Customers experience faster resolutions, fewer handoffs, and clearer answers—without repeating themselves or losing context.
Learn more
To explore the consult capabilities in detail, visit the official documentation:
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.
// Modify player theme based on localStorage value.
let options = {“autoplay”:false,”hideControls”:null,”language”:”en-us”,”loop”:false,”partnerName”:”cloud-blogs”,”poster”:”https://cdn-dynmedia-1.microsoft.com/is/image/microsoftcorp/AgenticBusinessAppsFrontier_tbmnl_en-us?wid=1280″,”title”:””,”sources”:[{“src”:”https://cdn-dynmedia-1.microsoft.com/is/content/microsoftcorp/AgenticBusinessAppsFrontier-0x1080-6439k”,”type”:”video/mp4″,”quality”:”HQ”},{“src”:”https://cdn-dynmedia-1.microsoft.com/is/content/microsoftcorp/AgenticBusinessAppsFrontier-0x720-3266k”,”type”:”video/mp4″,”quality”:”HD”},{“src”:”https://cdn-dynmedia-1.microsoft.com/is/content/microsoftcorp/AgenticBusinessAppsFrontier-0x540-2160k”,”type”:”video/mp4″,”quality”:”SD”},{“src”:”https://cdn-dynmedia-1.microsoft.com/is/content/microsoftcorp/AgenticBusinessAppsFrontier-0x360-958k”,”type”:”video/mp4″,”quality”:”LO”}]};
if (currentTheme) {
options.playButtonTheme = currentTheme;
}
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.
// Modify player theme based on localStorage value.
let options = {“autoplay”:true,”hideControls”:null,”language”:”en-us”,”loop”:true,”partnerName”:”cloud-blogs”,”poster”:”https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2026/03/GIF1.png”,”title”:””,”sources”:[{“src”:”https://cdn-dynmedia-1.microsoft.com/is/content/microsoftcorp/3256201-D365-Service-in-M365-Copilot-0x1080-6439k”,”type”:”video/mp4″,”quality”:”HQ”},{“src”:”https://cdn-dynmedia-1.microsoft.com/is/content/microsoftcorp/3256201-D365-Service-in-M365-Copilot-0x720-3266k”,”type”:”video/mp4″,”quality”:”HD”},{“src”:”https://cdn-dynmedia-1.microsoft.com/is/content/microsoftcorp/3256201-D365-Service-in-M365-Copilot-0x540-2160k”,”type”:”video/mp4″,”quality”:”SD”},{“src”:”https://cdn-dynmedia-1.microsoft.com/is/content/microsoftcorp/3256201-D365-Service-in-M365-Copilot-0x360-958k”,”type”:”video/mp4″,”quality”:”LO”}]};
if (currentTheme) {
options.playButtonTheme = currentTheme;
}
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.
window.addEventListener(‘load’, function () {
const slot = document.getElementById(‘ms-demo-slot’);
if (!slot) return;
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.
// Modify player theme based on localStorage value.
let options = {“autoplay”:true,”hideControls”:null,”language”:”en-us”,”loop”:true,”partnerName”:”cloud-blogs”,”poster”:”https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2026/03/GIF2.png”,”title”:””,”sources”:[{“src”:”https://cdn-dynmedia-1.microsoft.com/is/content/microsoftcorp/3256500-Frontier-Transformation-D365-0x1080-6439k”,”type”:”video/mp4″,”quality”:”HQ”},{“src”:”https://cdn-dynmedia-1.microsoft.com/is/content/microsoftcorp/3256500-Frontier-Transformation-D365-0x720-3266k”,”type”:”video/mp4″,”quality”:”HD”},{“src”:”https://cdn-dynmedia-1.microsoft.com/is/content/microsoftcorp/3256500-Frontier-Transformation-D365-0x540-2160k”,”type”:”video/mp4″,”quality”:”SD”},{“src”:”https://cdn-dynmedia-1.microsoft.com/is/content/microsoftcorp/3256500-Frontier-Transformation-D365-0x360-958k”,”type”:”video/mp4″,”quality”:”LO”}]};
if (currentTheme) {
options.playButtonTheme = currentTheme;
}
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.
// Modify player theme based on localStorage value.
let options = {“autoplay”:true,”hideControls”:null,”language”:”en-us”,”loop”:true,”partnerName”:”cloud-blogs”,”poster”:”https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2026/03/GIF3.png”,”title”:””,”sources”:[{“src”:”https://cdn-dynmedia-1.microsoft.com/is/content/microsoftcorp/3256450-D365-Work-IQ-0x1080-6439k”,”type”:”video/mp4″,”quality”:”HQ”},{“src”:”https://cdn-dynmedia-1.microsoft.com/is/content/microsoftcorp/3256450-D365-Work-IQ-0x720-3266k”,”type”:”video/mp4″,”quality”:”HD”},{“src”:”https://cdn-dynmedia-1.microsoft.com/is/content/microsoftcorp/3256450-D365-Work-IQ-0x540-2160k”,”type”:”video/mp4″,”quality”:”SD”},{“src”:”https://cdn-dynmedia-1.microsoft.com/is/content/microsoftcorp/3256450-D365-Work-IQ-0x360-958k”,”type”:”video/mp4″,”quality”:”LO”}]};
if (currentTheme) {
options.playButtonTheme = currentTheme;
}
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.
Recent Comments