Efficient workload management is essential in customer service environments where diverse customer interactions flow through multiple channels. With advanced prioritization capabilities in Dynamics 365 Contact Center and Dynamics 365 Customer Service, organizations...

Rolling out a new ERP or CRM system is a stressful transformation that can take months or even years to complete if you go it alone. The business process catalog for Dynamics 365 can help you deliver implementation projects faster and with less stress. The business...

Three AI service agents for Dynamics 365 Customer Service and Contact Center are now available in public preview: Case Management, Customer Intent, and Customer Knowledge Management agents. Collectively these agents learn to address emerging issues, uncover new...

Microsoft is introducing a powerful Exchange integration feature in Dynamics 365 Field Service, designed to seamlessly sync work order bookings with Outlook and Teams calendars. This feature lets technicians see their work assignments, personal appointments, and other...

Adaptation and change are the only constants in business—and the pace is accelerating. To thrive, your business needs the right tools, from AI-powered insights to low-code solutions, designed to help you adapt faster, enhance customer experiences, and boost...

In today’s fast-paced digital era, many organizations are still relying on paper to capture inspection results. This method not only creates a lack of digital footprint but also demands significant effort to digitize the data. As organizations strive to transition to...

In September 2024, Microsoft announced the end of product support and updates for Dynamics GP on December 31, 2029. Microsoft is incredibly grateful to existing GP customers, and is committed to facilitating a stable, supported, and smooth migration for GP customers...

We’re continually improving Dynamics 365 Customer Service to help organizations deliver faster, smarter, and more efficient customer experiences. Today, we’re excited to announce that administrators will now be able to maintain routing rules in bulk. This enhancement...

Project quotations in Dynamics 365 Project Operations help you create and manage detailed estimates for your customers before a project begins. A project quotation includes the estimated scope of work, roles, effort, timelines, pricing, and terms, providing a clear...

Recurring maintenance, inspections, or repairs are common use cases for service-based organizations. Agreements in Dynamics 365 Field Service help streamline recurring operations consistently. You define the terms and conditions of your service contracts, such as...

An update is coming to the closed conversation form in Dynamics 365 Contact Center.  If the administrator has enabled the option, service reps can view the recordings and transcripts at the end of the conversation. They can also view sentiment analysis, key metrics,...