Configuration of Copilot timeline highlights in Dynamics 365 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...

Dynamics 365 Customer Service - Overview Video

How to Configure Dynamics 365 Customer Service Copilot: Ask Question

In today’s competitive business landscape, delivering exceptional customer service isn’t just a differentiator—it’s a…

Configure Case Handling Time widget for the Case form – Dynamics 365 Customer Service

The Case Handling Time widget (preview) can be added to the Case Form, giving a focused way to track case resolution efficiency. By using this...

Enhance Efficiency with the New Queue Items Control in Dynamics 365 Customer Service

The Queue Items control is another addition to the new PCF controls available for Customer Service. This feature allows users to see related q...