How to – assign a personal phone number to agents in Voice Channel (Omnichannel)– Dynamics 365 Customer Service
Published on:
Learn moreRelated posts
Dynamics 365 Customer Service- Estimate AI credits for agents from forecasted demand
We are announcing the ability to estimate AI credits for agents from forecasted demand in Dynamics 365 Customer Service. This feature will rea...
Dynamics 365 Customer Service – Enable enhanced screen recording controls for admins
We are announcing the ability to enable enhanced screen recording controls for admins in Dynamics 365 Customer Service. This feature will reac...
Run case enrichment simulation to assess AI prediction quality in Dynamics 365 Customer Service
The Case Management Agent in Dynamics 365 Customer Service empowers admins to measure AI‑powered field prediction accuracy against real organi...
Dynamics 365 Customer Service – Use shadow mode for Case Management Agent predictions
We are announcing the ability to use shadow mode for Case Management Agent predictions in Dynamics 365 Customer Service. This feature will rea...
Dynamics 365 Customer Service – Add knowledge citations to case resolution
We are announcing the ability to include knowledge citations in agent-drafted resolution emails in Dynamics 365 Customer Service. This feature...
Microsoft Copilot in Dynamics 365 Customer Engagement: Where Teams See the Most Value
Artificial intelligence, particularly Microsoft Copilot in Dynamics 365 Customer Engagement, is quickly becoming part of everyday work across ...
Introducing Governance in Dynamics 365 Customer Service: A New Era of Policy-Driven Communication
Governance in Dynamics 365 Customer Service introduces policy-driven email validation in Public Preview. Enforce compliance, protect your bran...
Agentic AI in Dynamics 365 Customer Service: From Reactive Support to Proactive Service
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...
Microsoft Power Platform 2026 Release Wave 1: What Copilot and Agents Mean for Dynamics 365 Customer Engagement
In conversations with organizations over the past several months, a consistent question has started to surface: how do we actually use these A...