![Power Apps Vibe Coded Experience [Preview]](https://www.drware.com/wp-content/uploads/2024/10/cropped-cropped-21688204_10213848566435612_2978963762468624084_o.jpg)
Here’s how you can now create a Canvas App using a Vibe coded experience. This is Node based and the type is Code.
Let’s see how we can get to a working app quickly.
The post Power Apps Vibe Coded Experience [Preview] 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.
A Dynamics 365 Customer Service admin has just configured the Case Management Agent to auto‑populate case fields from incoming emails and added field descriptions to help the AI make better predictions. The configuration looks right, but how will the admin ensure that the AI is able to predict case field values accurately? The new case enrichment simulation in Dynamics 365 Customer Service—now generally available—answers exactly that question.
Admins can measure AI‑powered field prediction accuracy against real organizational data before enabling case enrichment in production: test against historical records, review the results, refine field descriptions, and enable the feature when accuracy meets your bar.
Case Management Agent simulations include:
Don’t wait until production to find out how well the AI performs. Open the Copilot Service admin center, navigate to Case settings > Case Management Agent > Case creation and update > Simulation, and run your first test against historical data. Within minutes you will know exactly where to tune your field descriptions before turning on case enrichment.
For step‑by‑step guidance, read the documentation:
The post Run case enrichment simulation to assess AI prediction quality in Dynamics 365 Customer Service 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.
In contact centers, operational excellence doesn’t start with the first customer interaction—it starts much earlier, during setup, configuration, and ongoing system health management. Yet for many organizations, these steps remain complex, time-consuming, and error-prone.
To solve for these, we are excited to preview Service Operations Agent, a new AI-powered capability in Dynamics 365 Contact Center transforming how administrators configure, validate, and orchestrate conversations at runtime.
Setting up and maintaining a contact center environment often requires navigating multiple tools, understanding complex dependencies, and manually troubleshooting issues. These challenges can result in:
These traditional approaches fragment setup, validation, and diagnostics across multiple surfaces—making it difficult to ensure consistency and operational reliability.
Service Operations Agent addresses these by bringing these capabilities together into a unified, conversational experience.
Service Operations Agent introduces an AI-powered administration layer built directly into Dynamics 365 Contact Center, enabling administrators to:
Together, these capabilities give administrators a single place to set up the contact center, keep it healthy, and define how every conversation is handled at runtime — from first contact through resolution.
Service Operations Agent is available directly within the Dynamics 365 Contact Center Admin Center, where administrators can interact with it using natural language.
The agent guides users through tasks such as:
This creates a more intuitive and streamlined administrative workflow—reducing complexity while maintaining control and governance.
In this preview release, Service Operations Agent focuses on three core areas: setup, diagnostics and conversation orchestration.
Administrators can use natural language to provision and configure key components such as queues and channels—reducing reliance on manual configuration flows. This approach streamlines onboarding and helps organizations get up and running faster, even without deep technical expertise.
Service Operations Agent continuously evaluates configurations and surfaces potential issues, helping administrators:
Embedding diagnostics into the admin workflow reduces operational risk and improves reliability over time.
Define how conversations are managed throughout their lifecycle, not just at entry. Playbooks let admins set conditions based on customer context, wait time, and queue state, and trigger automatic actions without manual supervisor intervention. They are authored using guided templates in the admin center — no rules to write, no code to maintain. Built-in validation catches conflicts before anything goes live. These capabilities are available now in public preview:
With Service Operations Agent, organizations can:
Together, these capabilities establish a strong foundation for building, scaling, and managing modern contact centers.
Service Operations Agent is part of a broader vision to bring agentic experiences for administrators in Dynamics 365 so we can assist them in their jobs to be done. Some of these are enhanced automation, better troubleshooting, simulated conversations for validating behavior and improved insights. For orchestrating conversations, we will provide capabilities to improve the in-queue lifecycle experience, such as re-connecting customers to their last customer service representative, handling overflows for direct-dial lines, out-of-hours queues, etc. Each new capability builds on the same playbook foundation — everything configured today carries forward as the platform grows.
All these additional exciting capabilities are soon to follow!
The post Introducing Service Operations Agent in Dynamics 365 Contact Center 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.
In an increasingly connected world, organizations engage customers across diverse cultures, languages, and legal frameworks. A product or service feels most trustworthy when it shows respect for local customs, acknowledges regulatory differences and avoids culturally biased or region-specific references. That’s why we’re excited to introduce Governance for Dynamics 365 Customer Service, now available in Public Preview.
At Public Preview, Governance applies to the email channel — the channel where compliance risk and brand impact tends to be highest. We designed this new, administrator-configured policy enforcement layer to help support compliance with legal and brand standards by validating each outgoing customer email — whether composed by a service representative or generated by AI — against the specific policies your organization defines.
Customer service teams are rapidly adopting AI to streamline operations and enhance customer experiences globally. But with this transformation comes a new set of challenges: How do you ensure that AI-generated or human-authored communications stay aligned with your internal policies and external regulations? Cultural norms vary widely—from naming conventions and date formats to strict data-privacy regulations and content-control requirements. Miscommunications or unintended disclosure of sensitive information can erode trust, while non-compliance with regional regulations can lead to fines and brand damage. Governance is designed specifically for these challenges. It provides a proactive, runtime policy enforcement layer that checks outbound messages —whether written by a customer service representative or generated by AI—against administrator-defined policies. This ensures delivery of only compliant, brand-safe, and policy-aligned content to customers.
Governance introduces a suite of powerful features designed to help organizations enforce communication standards at scale:
Governance and Quality Evaluation are both delivered as skills within the Quality Management Agent in Dynamics 365 Customer Service. As part of the broader Quality Management suite, Governance works alongside the Quality Evaluation skill, which assesses interactions to uphold quality standards. Together, these skills create a unified framework for quality, compliance, and policy adherence.
To explore Governance in action and start defining your own policies, learn more here. We look forward to your feedback as we continue to evolve this feature toward General Availability.
The post Introducing Governance in Dynamics 365 Customer Service: A New Era of Policy-Driven Communication 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.
Modern customer experiences don’t live in a single system or interaction type. Whether agents resolve complex cases in Dynamics Customer Service or manage live conversations in Dynamics Contact Center, the quality of an interaction often depends on how the work is performed and not just what was said.
Across both workloads, customers have consistently asked for the same missing capability: secure, structured visibility into the agent’s on‑screen workflow during customer interactions. Voice, chat, and transcripts capture part of the story, but they don’t always reveal how agents navigate systems, apply processes, or respond in real time.
Today, Screen Recording in Dynamics 365 Customer Service and Dynamics 365 Contact Center addresses that gap by providing organizations with trusted, role‑based access to screen context that supports coaching, quality evaluation, and compliance.
Customer interactions are rarely linear. Agents often work across multiple systems, reference internal knowledge, update records, and follow prescribed processes, all while engaging with the customer.
Although Customer Service and Contact Center support different interaction models, customers using both workloads face remarkably similar challenges:
Without screen context, organizations must infer intent and execution. With it, teams can:
Screen recording complements existing call and chat records, enabling a more complete understanding of each interaction, regardless of the channel.
We’ve built Screen Recording in Dynamics 365 as a unified capability that serves both Customer Service and Contact Center, while adapting naturally to different ways agents work.
Manual screen recording when service reps are working on cases, for example:
To balance visibility with usability, recording is scoped intentionally, and configuration and operational details are managed by administrators.
For step‑by‑step setup and configuration guidance, detailed documentation is available on Microsoft Learn.
Because screen recordings may contain sensitive information, security and governance were foundational to the design.
Access is controlled through role‑based permissions, ensuring only authorized users can record, review, or download recordings. Recordings are stored securely, with controls that align to enterprise and regulatory expectations.
This approach allows organizations to unlock operational insight without compromising trust between agents, supervisors, and compliance teams.
To explore how to configure and administer screen recording in your environment, visit the documentation on Microsoft Learn:
https://learn.microsoft.com/en-us/dynamics365/contact-center/administer/configure-screen-recording
We’re excited for you to try this capability and to hear how screen recording is helping you improve quality, coaching, and operational visibility across your service experiences.
The post Bringing End‑to‑End Visibility to Customer Service and Contact Centers with Screen Recording in Dynamics 365 appeared first on Microsoft Dynamics 365 Blog.
Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
This article is contributed. See the original author and article here.
Every organization—regardless of size—incurs employee expenses for travel, meals, office supplies, mileage, per diem, and more. When these expenses are managed without a structured, automated process, companies may face higher administrative overhead and compliance challenges, compliance risks, while employees can experience delayed reimbursements, limited transparency, and additional friction.
To address this challenge, we’re excited to introduce Expense Agent, a brand‑new AI‑powered experience coming to Dynamics 365 Business Central.
Expense Agent in Dynamics 365 Business Central is an AI-powered agent designed to simplify how employees capture, submit, and manage expenses, while ensuring organizations maintain control, compliance, and auditability.
Our north‑star vision is simple: make expense management feel effortless for employees.
Expense Agent helps by automatically collecting, categorizing, and preparing expenses and expense reports, so employees typically only need to review and confirm the results. In many scenarios, the agent significantly reduces manual effort by preparing expenses in advance for user review. Paper receipts may still need to be scanned, but digital receipts, mileage, and allowances can be captured automatically.
Importantly, autonomy is configurable. Organizations decide how much they trust the agent and can tune its level of independence to match internal policies and comfort levels.
Expense Agent follows a different design philosophy than existing Business Central agents.
Existing Business Central agents are optimized for users working inside ERP. Expense Agent, however, is built for people who are not ERP users at all—field workers, drivers, technicians, travelers, or occasional office staff. These users shouldn’t need to understand financial systems to submit expenses correctly.
As a result, Expense Agent meets users where they already work:
Business Central licenses are not required for expense submission if working outside of Business Central. Instead, usage is metered through Copilot Credits, providing flexibility and cost alignment based on actual usage.
Expense Agent is not just an agent layered on top of existing functionality. In fact, we didn’t previously have native expense management in Business Central.
This solution was designed with AI as a core component ground up, using:
The result is an experience where AI is not an add‑on—but the foundation.
How it works
When a user uploads or shares a receipt, Expense Agent automatically:
Once reviewed, expenses are automatically added to an existing expense report—or a new one is automatically created when appropriate. Users simply submit the report for approval.
Expense Agent also supports:
Behind the scenes, the agent continuously validates expenses against regulatory and internal policy requirements—helping organizations support compliance requirements while minimizing additional complexity for users.
Expense Agent is currently available in private preview, where we’re collecting early feedback.
We’ll showcase Expense Agent publicly for the first time at Directions NA, followed by Directions Asia and DynamicsMinds.
Public preview is not a single milestone—it’s an ongoing journey. We have a strong backlog of enhancements already in progress, with new capabilities planned to roll out regularly throughout the year as we expand language coverage, regional availability, and end‑to‑end scenarios.
Our goal is to be a full end-to‑end expense agent supporting employees, approvers, and finance teams across the entire lifecycle, from capture to posting, with minimal manual effort.
The post Introducing Expense Agent in Dynamics 365 Business Central appeared first on Microsoft Dynamics 365 Blog.
Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
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