We need to talk about... Dynamics 365 Customer Service... Release Wave 2 for 2025
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Bring Dynamics 365 Customer Service to MCP-compatible AI clients: Customer Service MCP Server is now generally available
The Dynamics 365 Customer Service MCP Server is now generally available, enabling MCP-compatible AI clients to securely access customer servic...
Dynamics 365 Customer Service – Next Best Actions with Customer Intent Agent
We are announcing the ability to select the next best actions (NBA) with Customer Intent Agent In Dynamics 365 Customer Service. This feature ...
Dynamics 365 Customer Service and Contact Center – New “After Conversation Work” presence for representatives in wrap-up
We are introducing the “After Conversation Work” status to the presence feature in Dynamics 365 Customer Service and Dynamics 365 ...
From Answers to Action: What’s New with Copilot in Dynamics 365 Customer Service
Service Agent extends Dynamics 365 Customer Service beyond traditional assistance by enabling AI-powered actions across cases, knowledge, emai...
Dynamics 365 Customer Service – Modify and override submitted evaluations
We are announcing the ability to modify and override submitted evaluations in Dynamics 365 Customer Service. This feature has reached general ...
Dynamics 365 Customer Service – Policy strictness control for governance rules
We are announcing the ability to tune policy strictness, controlling how aggressive violations are flagged in outbound emails to balance compl...
Dynamics 365 Customer Service – Apply governance policies to email attachments
We are announcing the ability to apply governance policies to email attachments in Dynamics 365 Customer Service. This feature will reach gene...
Dynamics 365 Customer Service – Enable question-level weighting for quality evaluation scoring
We are announcing the ability to enable question-level weighting for quality evaluation scoring in Dynamics 365 Customer Service. This feature...
We need to talk about... Dynamics 365 Customer Service... Release Wave 1 for 2026
Today in my series on the changes we can expect to see as part of Release Wave 1 for 2026, Dynamics 365 Customer Service is next. I will take ...