{How to} Option sets for field mapping in integrated search in Dynamics 365 Customer Service

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...

Try Email Classification in Dynamics 365 Customer Service

Email classification in Dynamics 365 ensures only meaningful customer emails become cases. Reduce noise, improve triage, and boost service pro...

Service Agents in Dynamics 365 Customer Service

Dynamics 365 Customer Service – Unlock Workforce Engagement capabilities with Customer Service Enterprise license

We are announcing the ability to unlock Workforce Engagement capabilities with the Customer Service Enterprise license in Dynamics 365 Custome...

Dynamics 365 Customer Service- Generate optimized schedule and shift plans using AI for workforce management (Preview)

We are announcing the ability to generate optimized schedule and shift plans using AI for workforce management in Dynamics 365 Customer Servic...

Dynamics 365 Customer Service – Manage intraday operations with AI agent (preview)

We are announcing the ability to manage intraday operations with AI agent in Dynamics 365 Customer Service. This feature will be available for...

What’s New in Dynamics 365 Customer Service 2025 Wave 1

The Dynamics 365 Customer Service 2025 Wave 1 Release introduces Copilot‑powered capabilities that help support teams find cases faster, get a...

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...