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 ...
10 days ago
Dynamics 365 Talk – D365 "Taylored" to you!
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...
23 days ago
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. ...
1 month ago
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...
1 month ago
What is coming to Dynamics 365 Sales
I am back with my third article in my series covering the 2026 Release Wave 1 for Dynamics 365, and this time we’re shifting our focus to Dyna...
2 months ago
What is coming to Dynamics 365 Contact Center in 2026 Release Wave 1
Microsoft has officially dropped the 2026 Release Wave 1 plans for Dynamics 365 and the Power Platform and I had to jump right in! I’ve spent ...
2 months ago
What is coming To Dynamics 365 Customer Service in 2026 Release Wave 1
Microsoft has just released the 2026 Release Wave 1 notes for Dynamics 365 business applications and the Power Platform, and of course I could...
3 months ago
Conversational CRM: How to use Sales Agent in Microsoft 365 Copilot (preview)
I am sure most of you have heard of Copilot for Sales, which was announced by Microsoft in the fall of 2023. Back then you had to pay an addit...
4 months ago
Disposition Codes Explained: How to Track and Report on Dynamics 365 Customer Service Outcomes
As a customer service leader, have you ever had the need to report on how customer service conversations actually end, not just that they happ...
5 months ago
Show/Hide custom buttons with PowerFX when a lookup column has no value
A friend of mine was recently trying to make a custom button on an opportunity form in Dynamics 365 Sales show on the form, but only when a ce...
5 months ago
