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Dynamics 365 Customer Service – Set Timer to Wrap Up Cases in Seconds

We are announcing the ability to set the timer to wrap up cases in seconds in Dynamics 365 Customer Services. This feature will reach general ...

Dynamics 365 Customer Service

Dynamics 365 Customer Service – Use Copilot to generate contextual partial email content

We are announcing the ability to use Copilot to generate contextual partial email content for Dynamics 365 Customer Service. This feature enab...

Dynamics 365 Customer Service – Information regarding the end of support for legacy Conversation Topics

Starting July 31, 2025, the legacy version of Case and Conversation Topics features in Dynamics 365 Customer Service and Dynamics 365 Contact ...

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...

Dynamics 365 Customer Service – Customize formatting and headers for Case and Custom Record Summaries

We are announcing the ability to customize the formatting and headers of Case and Custom Record Summaries. This will help structure and presen...

Dynamics 365 Customer Service – Use shift bookings to assign conversations

We are announcing the Shift based routing feature in Dynamics 365 Customer Service. This feature enables unified routing to ensure that tasks,...

Dynamics 365 Customer Service – Update to msdyn_AppProfileManagerAnchor package

We have scheduled an update to the msdyn_AppProfileManagerAnchor package in your Dynamics 365 Customer Service environment to address an issue...

We need to talk about... Dynamics 365 Release Wave 1 2025... Dynamics 365 Customer Service

Next, in my this current blog series, I am discussing the updates we can expect to see for Sales, Customer Insights Journeys, Customer...