Build your Copilot testing strategy in Dynamics 365 Customer Service
Introducing a new tool like Copilot in Customer Service to customer service agents must be well-tested and validated.
The post Build your Copilot testing strategy in Dynamics 365 Customer Service appeared first on Microsoft Dynamics 365 Blog.
Published on:
Learn moreRelated posts
Dynamics 365 Customer Service – Use shadow mode for Case Management Agent predictions
We are announcing the ability to use shadow mode for Case Management Agent predictions in Dynamics 365 Customer Service. This feature will rea...
Dynamics 365 Customer Service – Add knowledge citations to case resolution
We are announcing the ability to include knowledge citations in agent-drafted resolution emails in Dynamics 365 Customer Service. This feature...
Microsoft Copilot in Dynamics 365 Customer Engagement: Where Teams See the Most Value
Artificial intelligence, particularly Microsoft Copilot in Dynamics 365 Customer Engagement, is quickly becoming part of everyday work across ...
Introducing Governance in Dynamics 365 Customer Service: A New Era of Policy-Driven Communication
Governance in Dynamics 365 Customer Service introduces policy-driven email validation in Public Preview. Enforce compliance, protect your bran...
Agentic AI in Dynamics 365 Customer Service: From Reactive Support to Proactive Service
Customer Service doesn’t always get the spotlight during a Dynamics 365 release—but in the 2026 Release Wave 1, it should. While Sales feature...
Microsoft Power Platform 2026 Release Wave 1: What Copilot and Agents Mean for Dynamics 365 Customer Engagement
In conversations with organizations over the past several months, a consistent question has started to surface: how do we actually use these A...
Dynamics 365 Customer Service – Protect sensitive information in emails with data sensitivity labels
We are announcing the ability to protect sensitive information in emails with data sensitivity labels in Dynamics 365 Customer Service. This f...
Azure Data Factory Tips for Reliable Microsoft Dynamics 365 CE and Dataverse Integrations
Reliable integrations between Microsoft Dynamics 365 Customer Engagement and external systems can become challenging. This is especially true ...
Dynamics 365 Customer Service – Case sentiment insights
We are announcing a new feature for Dynamics 365 Customer Service known as Case Sentiment Insights. This feature is designed to give agents an...