2 New Features with SLAs in Dynamics 365 for Customer Service

Security Model of Dynamics CRM

Business Unit – It is a way to group business activities.When an organization is created, a Root Business Unit is created by default. Thi...

Dynamics 365 Customer Service – Use Assign option for cases to update capacity, presence

We are announcing the ability to use the Assign option on the case form to work with unified routing to update presence and capacity of servic...

Dynamics 365 Customer Service – Connect AI agents using Model Context Protocol server

We are announcing the ability to connect to AI agents through the Model Context Protocol server in Dynamics 365 Customer Service. This feature...

Dynamics 365 Customer Service – Configure timeout rules override in SLA-based automatic actions

We are announcing the ability to configure timeout rules override in SLA-based automatic actions in Dynamics 365 Customer Service. This featur...

Dynamics 365 Customer Service & Dynamics 365 Contact Center – Set up microphone connection on representative sign-in

We are announcing the ability to enable service representative’s microphones to be connected prior to calls beginning in Dynamics 365 Co...

I recreated Dynamics CRM with the Power Platform Plan designer

In January 2003 after many months of engineering and development, Microsoft released one of the first business solutions built-in house; Micro...

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

Why Plugin Depth Matters in Dynamics CRM

Plugin development in Dynamics CRM is one of the most advanced and intricate components, requiring deep expertise in the platform's event pipe...