Microsoft Dynamics 365 Customer Service: Latest updates

Synchronize service rep availability across platforms with presence APIs 

In addition to the contact center agent desktop, service representatives frequently interact with multiple platforms to participate in meeting...

Dynamics 365 Field Service : Customize a schedule board

The Schedule Board in Microsoft Dynamics 365 Field Service is a powerful tool that provides dispatchers and field service managers a visual in...

Dynamics 365 Field Service : Schedule and visualize pools, crews, and Requirement groups on the schedule board

In Dynamics 365 Field Service, the Schedule Board serves as a central hub for managing and visualizing resource allocations, including pools, ...

Dynamics 365 Customer Service – Customize formatting and headers for Case and Custom Record Summaries

We are announcing the ability to customize the formatting and headers of Case and Custom Record Summaries. This will help structure and presen...

Announcing End of Support for Dynamics 365 Project Service Automation (PSA)

On March 19th, 2024, we announced the end of support of Dynamics 365 Project Service Automation on commercial cloud. For Project Service Autom...

{Do you know} Optimize email content based on customer behavior across devices on Dynamics 365 Customer Insights

Hello Everyone,Today I am going to share my thoughts on Optimize email content based on customer behavior across devices on Dynamics 365 Custo...

Microsoft Dynamics 365 Copilot, the world’s first copilot in both CRM and ERP, brings next-generation AI to every line of business

Microsoft Dynamics 365 has introduced Dynamics 365 Copilot, the first AI-powered copilot in both CRM and ERP that supports AI tools specifical...

Find email templates faster in Customer Service

Templates are a fast and easy way to send consistent, professional, preformatted email messages. They're a time-saving feature that agents lov...

Discover new ways to analyze your Customer Service data

To run a digital contact center effectively, supervisors need up-to-the-minute insights on all the activity between agents and customers. With...

CDP is key to customer journey orchestration, with Thomas Wieberneit

In a discussion with Thomas Wieberneit, CRM practitioner and Principal of aheadCRM, Gemma Milne explores the essential role that Customer Data...