This article is contributed. See the original author and article here.
In this edition of our monthly roundup, we’re recapping the most exciting new features Microsoft Copilot Studio released in October 2025.
The post What’s new in Copilot Studio: October 2025 appeared first on Microsoft 365 Blog.
Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
This article is contributed. See the original author and article here.
Customer service organizations need tailored, high-productivity employee experiences in order to grow and scale. Dynamics 365 Copilot Service workspace (CSw), formerly known as Customer Service workspace, has long offered a robust multisession interface—but until recently, this capability was limited to a single, out-of-the-box app. That’s changing. With the introduction of custom multisession apps, organizations can now build and deploy multiple tailored workspace applications, each with its own sessions, productivity tools, and business logic.
Many enterprises operate multiple contact centers or service lines, each with unique workflows, security roles, and data models. Previously, these teams were forced to share a single CSw app, leading to complex sitemap configurations, overlapping views, and increased risk during solution deployments
With custom multisession apps, each business unit can now have its own dedicated workspace. This customized approach is streamlining operations and reducing administrative overhead.
This capability is especially valuable for organizations like banks, insurers, and government agencies, where different departments require strict separation of data and UI components. For example, a customer with four contact centers can now deploy four distinct multisession apps, each optimized for its specific audience.
Custom multisession apps are built on model-driven apps and enhanced through the Copilot Service admin center. Admins can enable the “Multisession with productivity tools” setting under Workspaces, which wraps the app in the familiar tabbed interface of CSw. Once enabled, the app supports session-based navigation, productivity tools like Copilot, and macros—just like the standard CSW experience.
Developers can further extend these apps using the App Profile Manager (APM) JavaScript APIs. These APIs expose methods like createSession, createTab, and closeSession. This allows for deep customization of session behavior, including launching sessions from external systems or embedding third-party providers.
Global organizations are already exploring custom multisession apps to support hybrid personas and dual-licensed users across sales and service scenarios. These apps allow them to consolidate functionality while maintaining the flexibility to tailor experiences per role. Feedback from early adopters highlights the value of maintaining a consistent tabbed layout while introducing new capabilities like Copilot and channel integrations.
Custom multisession apps are now generally available. As the feature matures, Microsoft plans to expand support for additional productivity tools, session templates, and cross-app navigation scenarios.
Whether you’re modernizing legacy deployments or scaling your service operations across multiple lines of business, custom multisession apps offer a powerful path forward. They combine the flexibility of model-driven apps with the productivity of CSw.
To learn more, read the documentation: Enable multisession experience and productivity tools in custom apps | Microsoft Learn
The post Use custom multisession apps in Copilot Service workspace appeared first on Microsoft Dynamics 365 Blog.
Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
This article is contributed. See the original author and article here.
Microsoft is pleased to announce that we are making in-country data processing for customers’ Microsoft 365 Copilot interactions available in 15 countries around the world.
The post Microsoft offers in-country data processing to 15 countries to strengthen sovereign controls for Microsoft 365 Copilot appeared first on Microsoft 365 Blog.
Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
This article is contributed. See the original author and article here.
Business Leaders today are under increasing pressure to deliver operational excellence while navigating fragmented systems, manual workflows, and rising expectations for real-time insights. For Frontier Firms, traditional enterprise resource planning (ERP) platforms are no longer sufficient. Businesses now require agentic ERP solutions that enable scalable growth, intelligent automation, and data-driven decision-making.
According to IDC’s May 2025 SaaSPath Survey, 44% of organizations surveyed plan to invest in AI-powered ERP and 22% of organizations surveyed say they plan to replace their current systems if generative AI isn’t included in the next release.1 This marks a pivotal moment for innovation and Microsoft is in the forefront.
Microsoft’s ongoing investment in Microsoft Dynamics 365 ERP empowers finance and operations Leaders to meet evolving needs. We’re proud to be named a Leader in the first AI-centric IDC MarketScape: Worldwide AI-Enabled Large Enterprise ERP Applications 2025 Vendor Assessment.
We believe this recognition highlights the strength of Dynamics 365, particularly its Copilot and agent capabilities, redefining procure-to-pay and record-to-report processes with intelligent automation, predictive insights, and streamlined integration.
The IDC MarketScape notes, “Microsoft AI strategy is one of the first announced in the industry. It is progressing with Microsoft Copilot, transitioning from an assistant and advisor to an agent. The agents are developing in Microsoft Dynamics 365 as tasks and basic workflow agents, to more encompassing agents across larger business processes. In addition, Microsoft Copilot Studio lets teams design and govern agents, publish them into Microsoft 365 surfaces, and enforce data controls with Microsoft Purview.” For decision makers, this signals a strategic opportunity to drive operational transformation, help reduce manual overhead, and unlock scalable innovation through AI-powered ERP.
Microsoft was positioned as a Leader in the 2025 IDC MarketScape for Worldwide AI-Enabled Large Enterprise ERP Applications based on three strengths: “AI vision,” “comprehensive stack,” and “adaptability, extensibility, and improved KPIs.” The IDC Market Scape notes that, “Microsoft Dynamics 365 is designed for AI from the infrastructure through models, data, and orchestration to apps and extensibility layers. It is built for composability, extensibility, config, security, and global scale. References noted they like the full-stack approach.”
This full-stack approach is important. By integrating AI at every layer—from infrastructure to applications, Microsoft ensures that organizations can innovate quickly, scale confidently, and adapt to changing business needs.
The true measure of any technology is its impact on customers. Across industries, Microsoft customers are driving efficiency, flexibility, and intelligence in their operations with Dynamics 365:
These stories illustrate what’s possible when organizations embrace AI-powered ERP: streamlined processes, enhanced decision-making, and future-proofed enterprise systems.
As the pace of business accelerates, the need for dynamic, AI-led ERP systems will only grow. The IDC MarketScape suggests that organizations consider Microsoft if they “need to move to a dynamic, AI-led ERP system to bring significant benefits to their organization.” Whether you’re looking to streamline processes, enhance decision-making, or future-proof your enterprise systems, Microsoft is ready to help you lead.
We encourage you to explore the full insights in the IDC MarketScape excerpt: IDC MarketScape: Worldwide AI-Enabled Large Enterprise ERP Applications 2025 Vendor Assessment.
At Microsoft, we believe the future of ERP is agentic—intelligent, adaptive, and deeply integrated with the way people work. We are committed to helping our customers harness the power of AI to drive operational excellence, unlock new opportunities, and achieve more.
Source: IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of ICT suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each vendor’s position within a given market. The Capabilities score measures vendor product, go-to-market and business execution in the short-term. The Strategy score measures alignment of vendor strategies with customer requirements in a three-to-five-year timeframe. Vendor market share is represented by the size of the circles.
1 SaaS Path Survey, 2025: Executive Summary — Examining the SaaS Buyer’s Journey
The post Microsoft named a Leader in IDC MarketScape for AI-Enabled Large Enterprise ERP Applications appeared first on Microsoft Dynamics 365 Blog.
Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
If you are wondering where the columns shown in the Indexed Columns in Dataverse search is, here’s where they are.
The post Finding Indexed Columns in Dataverse Search appeared first on D365 Demystified.
Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
This article is contributed. See the original author and article here.
As customer support organizations scale, maintaining consistent service quality becomes a challenge. Manual quality reviews are time-consuming, subjective, and often fail to cover the full spectrum of agent interactions. The Quality Evaluation Agent (QEA) in Dynamics 365 Customer Service and Dynamics 365 Contact Center addresses this gap, bringing automation, consistency, and intelligence to quality assessments for both case and conversation records.
QEA introduces a powerful, extensible evaluation framework that empowers teams to track and elevate support quality across every customer interaction. Beginning October 24, QEA case capabilities are generally available, and conversation capabilities are in public preview.
QEA is an AI-powered agent that automatically evaluates support interactions, whether through cases or conversations, against predefined criteria. It helps organizations monitor human service rep and AI agent behavior, ensure compliance with service guidelines, and continuously improve customer engagement quality. QEA streamlines evaluation processes, reduces subjectivity, and provides real-time, actionable insights.
QEA empowers supervisors to conduct automated, score-based evaluations across the entire interaction lifecycle. These evaluations deliver critical insights to help identify, mitigate, and prevent potential risks, ensuring efficient and scalable quality management. By minimizing the reliance on manual review processes and enabling data-driven decision-making, we are not just improving operational efficiency; we are raising the bar for customer experience and compliance in every conversation.
QEA is built on two key concepts:
Evaluations are centralized in a comprehensive dashboard where quality leads can review, filter, and analyze results.
QEA ships with out-of-the-box support quality criteria, designed in partnership with the Microsoft customer support team. Out-of-the-box support quality criteria provides a solid reference point for customers to take inspiration for quality measurement.
But we didn’t stop there. QEA is built to extend. Organizations can define their own evaluation criteria, fully aligned to their internal KPIs, compliance standards, brand values, and customer expectations. You control the logic, language, and scoring, while QEA runs the evaluations for you.
Each evaluation provides a detailed summary of performance across criteria, along with:
This enables support teams to move from anecdotal coaching to data-driven quality improvement.
Manual quality assurance typically covers less than 5 percent of customer interaction. QEA expands that dramatically, enabling teams to evaluate 10 times more interactions with consistency and precision. This leads to:
QEA doesn’t just automate, it elevates. It enables contact centers to shift from reactive correction to proactive improvement. It transforms quality assurance from a checkbox exercise into a strategic lever for growth, compliance, and customer satisfaction.
QEA is already evolving. The latest updates include status indicators for evaluation of success/failure. And coming soon, agents will be able to view error logs and retrigger failed evaluations, giving teams full visibility and control over evaluation workflows.
The Quality Evaluation Agent is generally available now. If your organization is ready to scale coaching, drive consistent customer support representative behavior, and elevate customer service excellence, QEA is here to help.
Get started today by enabling QEA in your Dynamics 365 Customer Service and Dynamics 365 Contact Center environment.
Watch a quick video introduction.
For configuration steps, extensibility options, and best practices, see Manage Quality Evaluation Agent | Microsoft Learn
The post Elevate support excellence with Quality Evaluation Agent appeared first on Microsoft Dynamics 365 Blog.
Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
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