2 New Features with SLAs in Dynamics 365 for Customer Service

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...

Enhancing Knowledge Retrieval with Microsoft Copilot Agents in Dynamics CRM and SharePoint

Studies show that 70% of employees spend unnecessary time searching for information across multiple systems, leading to productivity losses an...

Configuration of Copilot timeline highlights in Dynamics 365 Customer Service

Dynamics 365 empowers organizations to provide exceptional customer experiences. One of its key features…

Dynamics 365 Customer Service - Overview Video

{How to} become MCT Microsoft Certified Trainer on Microsoft Dynamics 365 Customer Engagement step by step instructions

Hello Everyone,Today i am going to share guidelines on becoming Microsoft Certified Trainer on Microsoft Dynamics 365 Customer Engagement or P...

Default Value vs. Current Value in Dynamics 365 CE: Key Differences

In Dynamics 365 CE (Customer Engagement), environment variables are used to manage configuration settings for solutions. When dealing with env...