Unlocking the Power of AI in Dynamics 365 Customer Service

Dynamics 365 Customer Service – Configure timeout rules override in SLA-based automatic actions

We are announcing the ability to configure timeout rules override in SLA-based automatic actions in Dynamics 365 Customer Service. This featur...

Dynamics 365 Customer Service & Dynamics 365 Contact Center – Set up microphone connection on representative sign-in

We are announcing the ability to enable service representative’s microphones to be connected prior to calls beginning in Dynamics 365 Co...

I recreated Dynamics CRM with the Power Platform Plan designer

In January 2003 after many months of engineering and development, Microsoft released one of the first business solutions built-in house; Micro...

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...