How duplicate phone numbers for customers (contact/account) are handled in Voice Channel (Dynamics 365 Omnichannel for Customer Service)

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...

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...

Debunking: Dynamics CRM Destination – How Text Lookup Works

When we want to push data to Dataverse/Dynamics CRM using SSIS – KingswaySoft, usually there are relationships (lookup) that we need to ...

Understanding Activity Party Types in Dynamics 365 CE

Dynamics 365 Customer Engagement features 11 unique activity party types, identified by specific integer values in the ActivityParty.Participa...