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-ti...
2 days ago
Microsoft Dynamics 365 Blog
AI-first CRM systems: Learnings from organizations making the switch
With Microsoft Dynamics 365, organizations are embracing a modern, AI-first approach that redefines productivity and customer engagement. The...
2 days ago
Under the Hood: Building an AI-Driven Storefront with Dynamics 365 Commerce
To power the next generation of omnichannel retail, we have modernized the Dynamics 365 Commerce POS with a new framework built on React and F...
3 days ago
AI-powered proactive engagement and conversational journeys with Microsoft Dynamics 365 in public preview
Great customer service depends on delivering great personalized experiences. To meet these expectations, companies need to commit to keeping u...
3 days ago
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 assignme...
7 days ago
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 i...
7 days ago
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 depr...
8 days ago
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 b...
17 days ago
Enhance supervisor visibility by monitoring waiting chats
In an asynchronous chat setup, it’s common for service representatives to place conversations in a waiting state — For example, they are waiti...
18 days ago
Use presence-based assignment to reduce customer wait time
Automated assignment in unified routing enables organizations to efficiently direct customer queries to the most suitable service representati...
21 days ago
