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...

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...

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...

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...

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...

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...

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...

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...

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...