We need to talk about... Dynamics 365 Customer Service... Release Wave 2 for 2025
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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 ...
Dynamics 365 Customer Service – Group Workforce Engagement Artifacts with Planning Groups
We are announcing the ability to group workforce engagement artifacts with Planning Groups in Dynamics 365 Customer Service. This feature will...
Dynamics 365 Customer Service – Group Workforce Engagement Artifacts with Planning Groups
We are announcing the ability to group workforce engagement artifacts with Planning Groups in Dynamics 365 Customer Service. This feature will...
Dynamics 365 Customer Service- Auto regenerate evaluation summary based on final outcomes
We are announcing the ability to auto regenerate evaluation summaries based on final outcomes in Dynamics 365 Customer Service. This feature w...
Dynamics 365 Customer Service – Enforce governance policy
We are announcing the ability to enforce governance policy in Dynamics 365 Customer Service. This feature will reach general availability on J...
Enhancing Dynamics 365 Customer Service with Copilot Agent Management
In today’s business environment, organizations are not only adopting AI-powered agents to automate tasks but also looking for better ways to c...
Dynamics 365 Customer Service – Improve customer outcomes with Service Agent in Microsoft 365 Copilot
We are announcing the ability to improve customer outcomes with Service Agent for Microsoft 365 Copilot in Dynamics 365 Customer Service. This...