Dynamics 365 Talk – D365 "Taylored" to you!

Article

A Complete Guide to Workforce Engagement Management Part 2

If you read the previous article in this series, you know that I started with the basics of Workforce Engagement Management (aka WEM), and wal...

Dynamics 365 Talk – D365 "Taylored" to you! 5 days ago 6

Article

A Complete Guide to Workforce Engagement Management Part 1

I’ve been spending quite a bit of time lately digging into Workforce Engagement Management, or WEM, in Dynamics 365 Contact Center, and I real...

Dynamics 365 Talk – D365 "Taylored" to you! 26 days ago 6

Article

How to configure governance in D365 Customer Service

In today’s world AI is becoming a bigger part of the customer service experience. AI is already helping customer service reps by generat...

Dynamics 365 Talk – D365 "Taylored" to you! 2 months ago 9

Article

How to enable and configure Service Agent in D365

In my last post I wrote about the Service Agent in Dynamics 365 Customer Service and its capabilities. I discussed what it is, what it is capa...

Dynamics 365 Talk – D365 "Taylored" to you! 3 months ago 20

Article

Meet Service Agent: Everything you need to know

It’s time to introduce you to another AI agent in the Dynamics 365 Customer Service family! After being available in public preview sinc...

Dynamics 365 Talk – D365 "Taylored" to you! 3 months ago 16

Article

New D365 Field Service Scheduling Enhancements You Need to Know

Microsoft just released a ton of updates for Dynamics 365 Field Service scheduling as part of 2026 Release Wave 1 and I can’t wait to te...

Dynamics 365 Talk – D365 "Taylored" to you! 4 months ago 26

Article

How to Set Up Verbatim Knowledge Responses in Dynamics 365

I am a big fan of the agent, or copilot (whatever you want to call it) that lives in the sidecar in Dynamics 365 Customer Service. The little ...

Dynamics 365 Talk – D365 "Taylored" to you! 4 months ago 24

Article

D365 Quality Evaluation Agent: Step-by-Step Configuration Guide

If you’ve been following along, in a previous article I wrote called “Understanding the Dynamics 365 Quality Evaluation Agent: A C...

Dynamics 365 Talk – D365 "Taylored" to you! 5 months ago 33

Article

Understanding the Dynamics 365 Quality Evaluation Agent: A Complete Breakdown

There is another member of the Dynamics 365 Customer Service/Contact Center agents that I haven’t had a chance to introduce to you yet. ...

Dynamics 365 Talk – D365 "Taylored" to you! 5 months ago 25

Article

Important M365 Sales Agent features coming in 2026 Wave 1 you need to know!

If you thought the 2026 Release Wave 1 story stopped at Dynamics 365, think again, because the Sales Agent (previously known as Copilot for Sa...

Dynamics 365 Talk – D365 "Taylored" to you! 6 months ago 30