Microsoft Dynamics 365 Customer Service: Latest updates

Learn how to enable Customer Intent for Custom Agents in Copilot Studio!

Previously I have written articles on the Customer Intent agent in Dynamics 365 Customer Service and Contact Center where I explained how the ...

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...

2025 Wave 1: D365 Customer Service & Contact Center

It is that awesome time of year again! On January 23rd, Microsoft announced the 2025 Wave 1 release notes for Dynamics 365 business applicatio...

AI-powered innovations enhance customer service with 2024 release wave 1

We’re excited to announce the general availability of new and enhanced experiences in Microsoft Dynamics 365 Customer Service as part of our 2...

Improve cost-effectiveness by utilizing forecasting service in Dynamics 365 Customer Service.

Predict and manage support needs with forecasting in Dynamics 365 Customer Service  Forecast reports offer a structured way to predict su...

Improve cost-effectiveness by utilizing forecasting service in Dynamics 365 Customer Service.

Predict and manage support needs with forecasting in Dynamics 365 Customer Service  Forecast reports offer a structured way to predict su...

Dynamics 365 Customer Insights is here

Dynamics 365 Customer Insights is here It’s a combination of two existing apps: – Dynamics 365 Marketing (journey) – Dynamic...

Adding Search Fields to Dynamics 365 Views and Advanced Contact Lookup

If you're using Dynamics 365 Views and the Advanced Contact Lookup feature in the Customer Service workspace, you may have encountered the iss...

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...

Considerations when deploying Customer Voice in the Enterprise

This article discusses some important considerations that need to be taken into account while deploying Customer Voice in an enterprise sett...