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Explore migration options for Microsoft Dynamics GP and Microsoft Dynamics SL customers
As Microsoft continues innovating and investing in cloud solutions and technologies that help customers enhance productivity and streamline business processes, we are announcing updates to Dynamics GP and Dynamics SL product availability. Migrate your data seamlessly...
What’s new in Copilot Studio: May 2025
In this edition of our monthly roundup, we're recapping the biggest news from Microsoft Build 2025 and announcing new resources for Copilot Studio adoption and training. The post What’s new in Copilot Studio: May 2025 appeared first on Microsoft 365 Blog.
Unlock the power of record routing with real-time analytics
Running an effective contact center requires real-time insights into key operational metrics. Dynamics 365 Customer Service introduces real-time analytics for record routing, a practical tool that helps supervisors monitor and manage contact center performance as it...
AI-first CRM systems: Learnings from organizations making the switch
CRM systems have come a long way since their inception in the 1990s. What began as digital rolodexes evolved over the decades to accommodate cloud hosting, mobile access, and integrations across an organization’s tech stack. But for many businesses, the core...
Under the Hood: Building an AI-Driven Storefront with Dynamics 365 Commerce
Retail is constantly evolving, shaped by changing consumer behaviors, new technologies, and unpredictable macroeconomic shifts. While digital channels continue to grow, physical retail remains a cornerstone of the shopping experience. As Gartner® puts it, “Despite the...
AI-powered proactive engagement and conversational journeys with Microsoft Dynamics 365 in public preview
Customers don’t just want fast service—they expect businesses to stay one step ahead. Today’s customers want companies to anticipate their needs before they even ask, for example: sending a reminder before a payment is late; giving a heads-up when a delivery is...
Researcher and Analyst are now generally available in Microsoft 365 Copilot
We’re excited to announce the general availability of Researcher and Analyst, two first-of-their-kind reasoning agents designed specifically for work. The post Researcher and Analyst are now generally available in Microsoft 365 Copilot appeared first on Microsoft 365...
Improve contact center operations with shift-based routing
Delivering timely, high-quality support requires more than skilled customer service representatives. It demands smart, real-time task assignment aligned with representatives’ availability. Shift-based routing in Dynamics 365 Contact Center introduces a powerful...
Intent-based routing transforms customer support with AI
In today’s fast-paced digital world, providing exceptional customer service is more important than ever. One of the latest innovations in this field is intent-based routing, a capability that leverages generative AI to enhance customer interactions and streamline...
Email editor template changes in Dynamics 365 Customer Service
We are introducing an important update to streamline and modernize how email templates are created and edited. As of May 23, 2025, we are deprecating the legacy email template rich text editor and enhanced email template editor and moving to a single, modern email...
The autonomous enterprise: How generative AI is reshaping business applications
Today at Microsoft Build 2025, we’re excited to announce the new Model Context Protocol (MCP) servers for Microsoft Dynamics 365 ERP and CRM business applications. These MCP servers will help remove the tedious work of connecting systems together to build agents and...
Multi-agent orchestration, maker controls, and more: Microsoft Copilot Studio announcements at Microsoft Build 2025
Explore powerful features in Microsoft Copilot Studio announced at Microsoft Build 2025, including multi-agent orchestration and more developer tools. The post Multi-agent orchestration, maker controls, and more: Microsoft Copilot Studio announcements at Microsoft...







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