Microsoft Dynamics 365 Customer Service: Latest updates

Microsoft Dynamics 365 Customer Experience Analyst : Configure work assignment

Work Assignment in Dynamics 365 ensures that incoming records—such as leads, opportunities, or cases—are automatically distributed to the righ...

How AI Enhanced Customer Relationship Management in Dynamics 365?

In 2025, with the launch of Microsoft Dynamics 365’s Wave 2 AI enhancements set for October 1, businesses are reimagining customer relationshi...

Introducing the Customer Intent Agent in Dynamics 365 – Part 2

Back in February, I shared some of the new features that are coming in the 2025 Release Wave 1 for Dynamics 365 Customer Service and Contact C...

Dynamics 365 Field Service : Configure Copilot summary

Microsoft Copilot in Dynamics 365 Customer Service is an AI tool that helps customer service agents work faster and smarter. It takes care of ...

Dynamics 365 Field Service : Modify default Field Service settings

 Default Field Service Settings in Dynamics 365 Field Service and their purpose:GeneralSets up core components like territories, tax...

Configure Case Handling Time widget for the Case form – Dynamics 365 Customer Service

The Case Handling Time widget (preview) can be added to the Case Form, giving a focused way to track case resolution efficiency. By using this...

{Do you know} Manage postal codes globally on Dynamics 365 Field Service

In this blog post, Malla Reddy Gurram (@UK365GUY) shares insights into managing postal codes globally on Dynamics 365 Field Service. Efficient...

Customer Service Admin Modernization: A Conversation with Microsoft's Tina Ding

In this insightful conversation, Tina Ding, Senior Program Manager at Microsoft, sheds light on the modernization of customer service administ...

Implementing Dynamics 365 Service Bus Listener using Azure Function

In this post, YanivRDT provides a step-by-step guide on how to implement a Dynamics 365 Service Bus Listener using Azure Function. The post hi...