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.
Why custom multisession apps?
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.
Customer service rep view of a custom multisession app
How it works
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.
Real-world adoption
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.
What’s next
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.
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.
What is the Quality Evaluation Agent?
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:
Evaluation Criteria: Define what “quality” means for your organization. Take inspiration from out-of-the-box criteria based on CARE (Communicate Effectively, Accountability, Resourcefulness, Empathy) or create your own tailored to business needs.
Evaluation Plan: Choose how and when to trigger evaluations.
On-demand: Flexibility to trigger evaluation of agent interactions at any time.
Event-based: Automatically evaluate agent interactions based on specific events or conditions.
Evaluations are centralized in a comprehensive dashboard where quality leads can review, filter, and analyze results.
Out-of-the-box, but built for you
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.
Evaluation output at your fingertips
Each evaluation provides a detailed summary of performance across criteria, along with:
Evaluation scores and breakdowns
AI-generated comments for coaching
Review options for supervisors
Traceability and consistency in scoring
This enables support teams to move from anecdotal coaching to data-driven quality improvement.
Why this matters
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:
Faster agent feedback cycles
Better coaching with clear, actionable examples
Improved customer experiences
Early detection of behaviors that lead to compliance risks and proactive mitigation
Surface coaching opportunities tied directly to customer sentiment and outcomes
Trend analysis to uncover systemic issues across teams, locations, or products
Reduced bias and variability in agent evaluations
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.
Looking forward
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.
This article is contributed. See the original author and article here.
Tariffs change at lightning speed, threatening profits and forecasts. But for companies that stay ahead, volatility can become an edge—unlocking smarter sourcing decisions and resilience competitors can’t match. The 4,400-page Harmonized Tariff Schedule alone changes dozens of times a year.1 One week, your steel imports have a 15% tariff. The next week? Maybe 25%. Or maybe zero if a new trade agreement sneaks through.
Every shift in the 4,400-page Harmonized Tariff Schedule puts supply chains at risk. A single misclassification can mean six-figure fines, delayed shipments, or missed revenue targets. Compliance teams burn endless hours chasing updates, while procurement and operations scramble to adjust forecasts and supplier contracts. And despite all that effort, if there is an unexpected policy change, most companies pay the price in lost time, money, and customer trust. The reality is that no human team can easily keep pace with this level of volatility and should instead look to agents and AI to help reduce the busy work and stay ahead of disruptions.
Tariffs are a textbook example of where agents have the potential to excel. No team can realistically monitor 4,400 pages of classifications that shift as chaotically as they do today. Agents take on the repetitive monitoring and data tracking that overwhelm even the best compliance team. When these kinds of tasks are handled by agents, leaders and teams can focus on decisions that move business forward. Microsoft offers multiple ways to make that real, whether you want to start small or transform your entire approach to tariff intelligence.
The Microsoft advantage: 3 ways to build tariff intelligence
Microsoft offers three distinct paths for tackling tariff changes, whether you’re ready for a complete transformation or need to start small and scale up.
1. Use first-party agents in Dynamics 365
Dynamics 365 offers a built-in supplier communication agent that automatically researches supplier information and generates outreach so you can quickly navigate tariff changes and supply chain disruptions. It pulls data from your procurement history, current inventory levels, and supplier performance metrics to identify suppliers that can answer questions about capacity, lead times, and alternative shipping routes.
When tariff changes threaten your delivery schedules, you can quickly compose communications that include relevant data from multiple systems. You no longer need to hunt through spreadsheets to find supplier contact information or manually request alternative sourcing options.
// Modify player theme based on localStorage value.
let options = {“autoplay”:false,”hideControls”:null,”language”:”en-us”,”loop”:false,”partnerName”:”cloud-blogs”,”poster”:”https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2025/10/Video-1_Copilot-Tariff-Navigator_Thumbnail-1.png”,”title”:””,”sources”:[{“src”:”https://cdn-dynmedia-1.microsoft.com/is/content/microsoftcorp/1090005-Goodrich-Navigating-Tariffs-Part-1-0x1080-6439k”,”type”:”video/mp4″,”quality”:”HQ”},{“src”:”https://cdn-dynmedia-1.microsoft.com/is/content/microsoftcorp/1090005-Goodrich-Navigating-Tariffs-Part-1-0x720-3266k”,”type”:”video/mp4″,”quality”:”HD”},{“src”:”https://cdn-dynmedia-1.microsoft.com/is/content/microsoftcorp/1090005-Goodrich-Navigating-Tariffs-Part-1-0x540-2160k”,”type”:”video/mp4″,”quality”:”SD”},{“src”:”https://cdn-dynmedia-1.microsoft.com/is/content/microsoftcorp/1090005-Goodrich-Navigating-Tariffs-Part-1-0x360-958k”,”type”:”video/mp4″,”quality”:”LO”}],”ccFiles”:[{“url”:”https://www.microsoft.com/en-us/dynamics-365/blog/wp-json/bloginabox/v1/get-captions?url=https%3A%2F%2Fwww.microsoft.com%2Fcontent%2Fdam%2Fmicrosoft%2Fbade%2Fvideos%2Fproducts-and-services%2Fen-us%2Findustry%2F1090005-goodrich-navigating-tariffs-part-1%2F1090005-Goodrich-Navigating-Tariffs-Part-1_cc_en-us.ttml”,”locale”:”en-us”,”ccType”:”TTML”}]};
if (currentTheme) {
options.playButtonTheme = currentTheme;
}
With Copilot Studio, you can build custom agents that can calculate the impact of tariff changes on your products and contracts when asked, surface sourcing alternatives, and flag agreements that may need renegotiation.
These agents can connect to the Harmonized Tariff Schedule and Outlook as knowledge sources, and monitor supplier communications for mentions of tariffs, delivery delays, or capacity constraints. Document scanning capabilities mean contracts, shipping manifests, and regulatory updates become searchable, contextual data that informs agent recommendations. Behind the scenes, Microsoft Dataverse maintains data integrity and security with its unified structure and Application Programming Interfaces (APIs). You can deploy quickly without sacrificing governance.
These agents can also connect with your Dynamics 365 and other enterprise resource planning (ERP) systems, whether that’s SAP, Oracle, or another platform, alongside your product data, supplier information, and procurement contracts through the Model Context Protocol (MCP).
MCP is an open standard that enhances the relevance of agent responses. It facilitates the connection of AI agents to various data systems and standardizes how applications provide context to large language models (LLMs). With integration between LLM applications and external data sources, the protocol is useful for building AI-powered tools and workflows like customized tariff agents.
Security and compliance controls are built into the platform, so you can deploy agents rapidly while maintaining governance over what data they can access and what actions they can take. Want an agent that can read tariff schedules but not modify procurement contracts? Copilot Studio makes those boundaries clear and enforceable.
3. Explore partner solutions through the agent ecosystem
// Modify player theme based on localStorage value.
let options = {“autoplay”:false,”hideControls”:null,”language”:”en-us”,”loop”:false,”partnerName”:”cloud-blogs”,”poster”:”https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2025/10/Video-2_Copilot-Tariff-Navigator_Thumbnail-1.png”,”title”:””,”sources”:[{“src”:”https://cdn-dynmedia-1.microsoft.com/is/content/microsoftcorp/1090008-copilot-tariff-navi-p2-0x1080-6439k”,”type”:”video/mp4″,”quality”:”HQ”},{“src”:”https://cdn-dynmedia-1.microsoft.com/is/content/microsoftcorp/1090008-copilot-tariff-navi-p2-0x720-3266k”,”type”:”video/mp4″,”quality”:”HD”},{“src”:”https://cdn-dynmedia-1.microsoft.com/is/content/microsoftcorp/1090008-copilot-tariff-navi-p2-0x540-2160k”,”type”:”video/mp4″,”quality”:”SD”},{“src”:”https://cdn-dynmedia-1.microsoft.com/is/content/microsoftcorp/1090008-copilot-tariff-navi-p2-0x360-958k”,”type”:”video/mp4″,”quality”:”LO”}],”ccFiles”:[{“url”:”https://www.microsoft.com/en-us/dynamics-365/blog/wp-json/bloginabox/v1/get-captions?url=https%3A%2F%2Fwww.microsoft.com%2Fcontent%2Fdam%2Fmicrosoft%2Fbade%2Fvideos%2Fproducts-and-services%2Fen-us%2Findustry%2F1090008-copilot-tariff-navi-p2%2F1090008-copilot-tariff-navi-p2_cc_en-us.ttml”,”locale”:”en-us”,”ccType”:”TTML”}]};
if (currentTheme) {
options.playButtonTheme = currentTheme;
}
Microsoft’s partner ecosystem extends your capabilities with specialized agents tailored for industry-specific needs. Partners like Avanade are already building tariff and trade solutions that plug directly into Dynamics 365, so you can scale faster with proven expertise.
Avanade’s Tariff Navigator provides a single, intelligent agent experience to assess tariff exposure, model “what-if” scenarios, and proactively adjust purchasing, sourcing, and pricing decisions. The cost of inaction is steep and includes margin erosion, unexpected cost spikes, and reactive decisions that weaken competitiveness. And trying to tackle these challenges alone often leads to fragmented efforts and limited impact. Avanade is a trusted advisor with deep technical expertise and experienced industry specialists. Its consultative approach means Tariff Navigator is built around your people, tailored to how they work and the unique business challenges they face.
Using Microsoft’s low-code technologies, Avanade also allows for fast deployment of customized approaches that integrate with your existing systems and empower your teams to act quickly. The result is a practical, business-first application designed for measurable impact.
The Tariff Navigator solution by Avanade doesn’t just manage tariffs—it strengthens your organization’s ability to compete in a volatile global market. It’s about protecting profitability today while building the agility to seize opportunities tomorrow.
Beyond tariffs: Building resilience for what’s next
Tariff management offers you the opportunity to reimagine how supply chain operations handle complexity and uncertainty. The same agent architecture that helps you navigate trade policy changes can tackle other operational challenges, such as supply chain disruptions and vendor performance monitoring.
Agents you build in Copilot Studio or access from Microsoft Marketplace and the partner ecosystem have the potential to help organizations prepare trade agreements, navigate natural disasters, accidents, and other events that reshape supply chains temporarily or permanently. From a Suez Canal blockage to a geopolitical shift that reroutes global trade overnight, agents help you adapt fast.
Ready to take on changing tariffs?
Tariff volatility isn’t slowing down, and the next policy shift could hit tomorrow. The question is whether to react after the fact or build resilience now to better navigate future disruptions. Microsoft empowers customers to get started today, with custom or prebuilt agent options, depending on your needs. Dynamics 365 gives you the intelligent foundation and embedded supplier communications features. Copilot Studio lets customers build custom agents that track schedules, calculate impacts, and surface risks. Or you can use our partner solutions, like Avanade, to extend and customize agents. Either path puts AI agents to work for you, protecting margins, safeguarding compliance, and addressing volatility before it disrupts your supply chain.
Next steps
Explore updates from the Copilot Studio and Power Platform teams to learn about Power Platform Community Conference 2025.
This article is contributed. See the original author and article here.
We’re bringing AI-powered building to employees across the organization, with new Frontier agents for Microsoft 365 Copilot customers: App Builder and Workflows.
This article is contributed. See the original author and article here.
As customer service representatives juggle multiple cases, tabs, and applications throughout their day, interruptions—whether from browser crashes, accidental closures, or system reboots—can be costly. That’s why session restore, also known as app session restore, is a game-changer in Dynamics 365 Copilot Service workspace (CSw). This feature ensures service reps can pick up exactly where they left off, minimizing disruption and maximizing productivity.
Reclaiming lost time
Before session restore, service reps who lost their session due to a crash or logout had to manually reopen each case, retrace their steps, and rebuild their workspace. This not only wasted time but also increased the risk of errors and customer dissatisfaction.
Now, with session restore, CSw automatically saves the state of an service rep’s workspace, including open sessions, tabs, and navigation context. Then, it restores the workspace when the service rep logs in again. Whether a service rep was mid-case or toggling between multiple records, their environment is rehydrated with precision.
Saving your space
Session restore is enabled by default in CSw and works seamlessly behind the scenes. Here’s what it captures:
Open sessions: All active sessions, including customer cases and conversations.
Tab state: The exact session tabs and sub-tabs open within each session.
Navigation context: The specific records and views the service rep was working on.
Productivity tools: The specific productivity tool that was in focus.
When the service rep logs back in, Dynamics 365 reconstructs the workspace as it was, no clicks required.
Real-world impact
Organizations using session restore report significant improvements in efficiency and satisfaction. For example:
Service reps returning from a break or system update can resume work instantly.
Supervisors see fewer escalations due to lost progress.
IT teams spend less time troubleshooting session-related issues.
This feature is especially valuable in high-volume contact centers where every second counts.
Recent Comments