Configuration of Copilot timeline highlights in Dynamics 365 Customer Service

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

Published on: February 19, 2025

Microsoft Dynamics 365 and Power Platforms Blog

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We are announcing the ability to enable enhanced screen recording controls for admins in Dynamics 365 Customer Service. This feature will reac...

1 day ago

The Case Management Agent in Dynamics 365 Customer Service empowers admins to measure AI‑powered field prediction accuracy against real organi...

4 days ago

We are announcing the ability to use shadow mode for Case Management Agent predictions in Dynamics 365 Customer Service. This feature will rea...

8 days ago

We are announcing the ability to include knowledge citations in agent-drafted resolution emails in Dynamics 365 Customer Service. This feature...

8 days ago

Governance in Dynamics 365 Customer Service introduces policy-driven email validation in Public Preview. Enforce compliance, protect your bran...

10 days ago

Customer Service doesn’t always get the spotlight during a Dynamics 365 release—but in the 2026 Release Wave 1, it should. While Sales feature...

19 days ago

We are announcing the ability to protect sensitive information in emails with data sensitivity labels in Dynamics 365 Customer Service. This f...

26 days ago

We are announcing a new feature for Dynamics 365 Customer Service known as Case Sentiment Insights. This feature is designed to give agents an...

1 month ago

We are announcing the ability to simulate case‑resolution flows before production in Dynamics 365 Customer Service. This feature will reach ge...

1 month ago

We are announcing the ability to surface recommended next steps for agents in Dynamics 365 Customer Service. This feature will reach general a...

1 month ago

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