Elevate support excellence with Quality Evaluation Agent

As customer support organizations scale, maintaining consistent service quality becomes a challenge. Manual quality reviews are time-consuming, subjective, and often fail to cover the full spectrum of agent interactions. The Quality Evaluation Agent (QEA) in Dynamics 365 Customer Service and Dynamics 365 Contact Center addresses this gap, bringing automation, consistency, and intelligence to quality assessments for both case and conversation records.  QEA introduces a powerful, extensible evaluation framework that empowers teams to […]

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3 ways to navigate changing tariffs with AI agents

Stay ahead of shifting tariffs with an AI agent that monitors trade updates, automates compliance checks, and helps your supply chain adapt to global changes in real time.

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Use session restore for seamless continuity in Customer Service

As customer service representatives juggle multiple cases, tabs, and applications throughout their day, interruptions—whether from browser crashes, accidental closures, or system reboots—can be costly. That’s why session restore, also known as app session restore, is a game-changer in Dynamics 365 Copilot Service workspace (CSw). This feature ensures service reps can pick up exactly where they left off, minimizing disruption and maximizing productivity.  Reclaiming lost time  Before session restore, service reps who lost their session due […]

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What’s Next: Why Project Online Customers Should Evaluate Microsoft Dynamics 365 Project Operations

With Microsoft Project Online retiring in September 2026, many organizations are now considering what comes next. The decision isn’t just about replacing a familiar tool—it’s about selecting a solution that supports your business model for the future. For organizations managing service-based operations, Microsoft Dynamics 365 Project Operations delivers the capabilities, flexibility, and innovation to support that evolution. 

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Try rich messaging for live chat and WhatsApp in Contact Center

In today’s fast-paced digital world, customers expect more than just plain text when interacting with businesses. Traditional text-based conversations can be inefficient. This is especially true when customers need to exchange detailed information, explore options, or make quick decisions. That’s where rich messaging comes in.  Rich messaging introduces interactive elements, such as forms, carousels, and suggested replies, directly within the conversation. This enables […]

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Use custom productivity tools in Dynamics 365 Customer Service

As customer service teams strive to deliver faster, more personalized support, the need for tailored productivity enhancements has never been greater. With the introduction of custom productivity tools in Dynamics 365 Copilot Service Workspace (CSw), organizations can now equip customer service representatives with purpose-built utilities that streamline workflows, reduce clicks, and eliminate context switching.  From generic to purpose built  While CSw offers a robust set […]

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Explore new AI innovation for Dynamics 365, Microsoft Power Platform, and Copilot Studio at the Business Applications Launch Event

Get a first look at the latest AI and low-code updates, with insights and demos from Microsoft product leaders and engineers. Register now to stay updated and access helpful resources.

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Try the AI agent activity feed in Dynamics 365 Customer Service

Contact centers are increasingly adopting AI agents as part of their journey to become autonomous. During this time of rapid transformation, the need for a robust system to monitor agent activity is critical. AI agents are capable of resolving customer issues independently across channels, but their autonomy introduces new challenges around compliance, customer trust, and operational transparency.  To address this, we’re excited to announce the agent activity feed, now in preview. This […]

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Reinventing business process with AI: Agents in record to report

Microsoft AI agents streamline Record to Report (R2R), reduce manual effort, and empower finance teams to focus on strategy and insights.

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Simplifying License Management for Dynamics 365 Finance and Operations: Improved User License Validation

Microsoft is updating the timeline for in-app notifications and per-user license validation to give customers more time to prepare. To enable a smoother and more predictable experience, license validation will follow a staged rollout aligned with customer’s contract renewal or anniversary date. In parallel, we are introducing additional tools and reporting capabilities to increase transparency and improve the overall experience for customers managing their licensing footprint.

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Introducing Microsoft Marketplace — Thousands of solutions. Millions of customers. One Marketplace.

To empower customers in becoming Frontier, we’re excited to announce the launch of the reimagined Microsoft Marketplace, your trusted source for cloud solutions, AI apps and agents.

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Protected: Simplifying License Management for Dynamics 365 Finance and Operations: Improved User License Validation

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Create empathetic agents with HD voices in Dynamics 365 Contact Center

In today’s fast-paced digital world, customer experience is paramount. Businesses are constantly seeking innovative ways to engage with their customers and provide seamless, personalized interactions on self-service channels. One of the common challenges in customer interactions is the mismatch between customer sentiment and the voice agent’s response. This can lead to frustration and dissatisfaction, ultimately impacting customer loyalty. For instance, a […]

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Understand your customers better with constrained speech recognition

In today’s voice-first world, it’s not enough for systems to simply hear what users say. They need to understand it with precision.  In high-stakes environments like healthcare, finance, or enterprise IT, voice interfaces must balance natural conversation with strict control over vocabulary and intent. Many organizations rely on voice AI agents to collect critical information. […]

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Boost productivity with precision wrap-up timers in Dynamics 365

In modern contact centers, operational efficiency hinges on how quickly service representatives can transition between customer interactions. One often overlooked but critical phase is the wrap-up period—when service representatives finalize notes, update records, and prepare for the next engagement. Until now, wrap-up timers in Dynamics 365 Contact Center were limited to minute-level granularity. However, administrators were looking for more granular control to have a shorter wrap-up period after conversations.  Administrators can now configure wrap-up timers in […]

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Go Beyond Offline: Introducing Online Mode for Field Service Mobile

We’re excited to introduce Online mode, a new capability that allows technicians to access live Dataverse data from the Offline-First application, giving users the best of both worlds: offline reliability and real-time access. 

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Empowering frontier firms with the Case Management Agent

With the latest updates to the Case Management Agent (CMA) in Dynamics 365 Customer Service, Microsoft is helping organizations accelerate their evolution into frontier firms. These organizations lead by empowering AI agents to run entire business processes while humans set direction and monitor progress.   The July 2025 preview updates to CMA introduced powerful capabilities that […]

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Expanding SMS capabilities in Dynamics 365 Contact Center

We’re excited to announce two enhancements to Dynamics 365 Contact Center, powered by Azure Communication Services (ACS): SMS mobile numbers and SMS short codes. These capabilities significantly expand our global SMS footprint. Moreover, they provide businesses with more flexibility and control over how they engage with customers through real-time, two-way messaging.  SMS mobile numbers  With the introduction of SMS mobile numbers, ACS-based SMS in Contact […]

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Automate intent discovery and resolution with Customer Intent Agent

With the latest July 2025 updates to the Customer Intent Agent, Microsoft is accelerating the journey toward fully autonomous contact centers. These enhancements empower organizations to leverage AI agents that not only understand customer intent but also automate the entire resolution process. This increases the availability of human service reps to focus on high-value interactions.  […]

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Safe, transparent, measurable AI adoption with Agent hub

As AI transforms customer service, sales, and operational workflows, organizations are eager to harness its potential. However, questions about control, security, compliance, and performance linger. That’s why we built Agent hub in Dynamics 365. It’s a one-stop hub that empowers customer service and contact center admins and supervisors to safely adopt AI, monitor its impact, […]

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Diagnostics and telemetry for Dynamics 365 Contact Center voice channel

In today’s connected world, voice communication remains a cornerstone of customer engagement. Whether it’s a support call for customer service or a telehealth session with a doctor, call quality and reliability are critical. That’s where our enriched telemetry and insights come in. Equipped with comprehensive telemetry data, developers and IT teams can monitor, detect, diagnose, and resolve issues with voice call performance, regardless of the calling service provider. This […]

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Microsoft named a Leader in the 2025 Gartner® Magic Quadrant™ for Sales Force Automation Platforms

Microsoft has been recognized as a Leader in the 2025 Gartner Magic Quadrant for Sales Force Automation for the fifteenth consecutive year.

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Introducing the new summary experience in Dynamics 365 Sales

We’re excited to announce a major upgrade to how sellers interact with Copilot summaries in Dynamics 365 Sales. Beginning with the 2025 Release Wave 2, Copilot summaries for Opportunities, Leads, and Accounts will appear directly at the top of the record in a sleek insights bar. This update brings AI-powered insights directly into the seller’s […]

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Business Central and IRS 1099 Reporting in the USA: An Important Shift Ahead

IRS 1099 reporting in the U.S. is undergoing a significant transformation with Microsoft introducing a new standalone IRS Forms app in Business Central. This new approach replaces the traditional method of using preprinted forms with an electronic filing system designed to improve compliance and simplify technical processes.

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Next-Gen Retail Payments: Trends, Tech, and Transformation using Dynamics 365 Commerce + Adyen

In today’s retail landscape, payments have evolved into a strategic inflection point—where customer expectations, brand trust, and operational efficiency converge. No longer just the final step in a transaction, payments shape the overall customer experience and directly influence conversion, satisfaction, and loyalty. As consumers engage across physical stores, mobile apps, and digital platforms, they demand […]

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NLU+: Fine-tuned language intelligence for smarter conversations

In today’s fast-moving world, it’s not enough to just hear what customers say—you need to understand what they really mean. Whether they’re talking to a voice agent (IVR) or chatting with a virtual agent, it’s important that the technology behind the scenes can truly understand them. That’s where Natural Language Understanding (NLU) comes in. It […]

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Use least active routing on messaging channels

In customer service, efficient workload distribution is vital for high customer satisfaction and operational efficiency. Unified routing capabilities in Dynamics 365 Customer Service and Dynamics 365 Contact Center help organizations continuously fine-tune their operations. Least active routing assigns work items based on when service representatives finish their last conversation. Initially used for voice channels, this […]

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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 meetings and trainings. Also, they might use various tools for managing customer interactions across channels. To prevent overbooking contact center service reps, presence APIs synchronizes their availability and reflects it in real time across all relevant systems.  […]

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Try Desktop companion application for Dynamics 365 Contact Center

One year ago, Microsoft launched its Contact Center as a Service (CCaaS) solution, powered by AI. This is built on top of the existing Dynamics 365 Customer Service capabilities. Today, we’re excited to announce the launch of the Desktop companion application (DCA) to further seamlessly allow service representatives and customers to speak more reliably and […]

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Smarter callbacks with availability-aware scheduling CCaaS APIs

Callbacks are a powerful way to reduce wait times and improve satisfaction. They allow customers to choose when they want to be contacted, eliminate the frustration of long hold times, and help contact centers manage customer service representative (CSR) workloads more efficiently. When implemented thoughtfully, callbacks can increase first-contact resolution, reduce abandonment rates, and improve

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AI in sales: Applying historical lessons to modern challenges

See the latest AI sales transformation offering from Microsoft and agents to help sales teams nurture and close deals.  

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Get started with agents for finance: Learnings from 2025 Gartner® CFO & Finance Executive Conference

Based on conversations at the 2025 Gartner CFO Conference, here are three things finance leaders should know about getting started with agents and AI.

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The power of proactive engagement in Dynamics 365 Contact Center

Let’s face it—customers don’t just want fast service anymore. They want businesses to know what they need before they even ask. Whether it’s a reminder about a missed payment, a heads-up about a delivery delay, or a quick check-in after a dropped call, customers appreciate when companies practice proactive engagement.  At the same time, businesses are

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Explore migration options for Microsoft Dynamics GP and Microsoft Dynamics SL customers

We are announcing updates to Dynamics GP and Dynamics SL product availability.

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Unlock the power of record routing with real-time analytics

Running an effective contact center requires real-time insights into key operational metrics. Dynamics 365 Customer Service introduces real-time analytics for record routing, a practical tool that helps supervisors monitor and manage contact center performance as it happens. By providing an up-to-date view of workloads, agent activity, and case progress, this feature ensures your team can

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AI-powered proactive engagement and conversational journeys with Microsoft Dynamics 365 in public preview

Great customer service depends on delivering great personalized experiences. To meet these expectations, companies need to commit to keeping up with ever-evolving customer needs across every stage of that journey.

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Improve contact center operations with shift-based routing

Delivering timely, high-quality support requires more than skilled customer service representatives. It demands smart, real-time task assignment aligned with representatives’ availability. Shift-based routing in Dynamics 365 Contact Center introduces a powerful enhancement to unified routing by assigning customer interactions based on service representatives’ scheduled shifts. This ensures that tasks are only routed to representatives who are

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Email editor template changes in Dynamics 365 Customer Service

We are introducing an important update to streamline and modernize how email templates are created and edited. As of May 23, 2025, we are deprecating the legacy email template rich text editor and enhanced email template editor and moving to a single, modern email template editor for all users. Change management can be challenging—especially when

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The autonomous enterprise: How generative AI is reshaping business applications

Today at Microsoft Build 2025, we’re excited to announce the new Model Context Protocol (MCP) servers for Microsoft Dynamics 365 ERP and CRM business applications.

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Enhance supervisor visibility by monitoring waiting chats

In an asynchronous chat setup, it’s common for service representatives to place conversations in a waiting state — For example, they are waiting for the customer to respond with additional details. Until now, supervisors using Dynamics 365 Contact Center and Dynamics 365 Customer Service had difficulty monitoring these waiting conversations   With this enhancement, supervisors can

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Boost your team’s performance with the Adherence Tracker

Maintaining adherence to schedules and ensuring that service representatives are consistently available during their shifts is crucial for delivering exceptional customer service. The Adherence Tracker in Dynamics 365 Contact Center helps organizations monitor and manage service rep activities effectively, leading to improved performance and customer satisfaction.  This powerful Contact Center feature allows supervisors to track

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A new era in business processes: Autonomous agents for ERP

Building on the initial wave of AI agents announced Microsoft is excited to announce that several new ERP agents will be available for public preview.

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Public Preview: Recruiting Add-on with AI & Scheduling Capabilities Now Available in Dynamics 365 Human Resources

With the public preview of the Dynamics 365 Human Resources Recruiting add-on, IT administrators can now empower HR teams with a modern recruiting experience—built on Microsoft’s Power Platform and enhanced by AI and Microsoft 365 integration. 

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Enhance quality compliance with Dynamics 365 Supply Chain Management

This April, we're adding new, advanced features for quality management in Dynamics 365 Supply Chain Management. These provide extended quality control throughout the supply chain, ensuring compliance with regulations, boosting product quality, and enhancing customer satisfaction. These new features foster continuous improvements and risk mitigation through a feedback-driven approach. They also minimize reliance on third-party quality management solutions.  

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Preview upcoming Dynamics 365 features at the Microsoft Business Applications Launch Event

See firsthand how new technologies can empower your organization at the Microsoft Business Applications Launch Event.

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Inspection builder preview: digital transformation made easy with AI

In today's digital era, many organizations still rely on paper for inspections, leading to inefficiencies and extra effort to digitize data. Dynamics 365 Field Service's new inspection builder, powered by Copilot, addresses these challenges by seamlessly converting paper forms into digital templates, streamlining the process and enhancing data management.

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Transform routing rule administration with bulk management

We’re continually improving Dynamics 365 Customer Service to help organizations deliver faster, smarter, and more efficient customer experiences. Today, we’re excited to announce that administrators will now be able to maintain routing rules in bulk. This enhancement empowers administrators to update routing configurations across the board with just a few clicks—a game-changing update for teams

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Reimagine Project Quotes with Enhanced Experience and Time Phased Estimates in Dynamics 365 Project Operations

The quote lines represent the high-level components of work being delivered, while the quote line details capture granular estimates, tying in scheduling, cost, and revenue details. Each quote line is also linked to contracting models and chargeable components, allowing for accurate modeling of revenue spread, project spending, and profitability, both at the quote level and also for each individual component.  

We designed the recent update around three key goals: 

+ Elevating the overall user experience 
+ Leveraging new platform capabilities 
+ Simplifying user interactions when creating and managing quotes

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Use agreements in Field Service to automatically generate recurring work orders

Agreements in Dynamics 365 Field Service help streamline recurring operations consistently. You define the terms and conditions of your service contracts, such as frequency, duration, resources, products, and services involved--automate recurring work orders in Field Service. Through agreements, you can automate work order and booking generation, eliminating the need for manual creation and reducing administrative overhead.

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Use the Contact Center AI summary for call quality management

An update is coming to the closed conversation form in Dynamics 365 Contact Center.  If the administrator has enabled the option, service reps can view the recordings and transcripts at the end of the conversation. They can also view sentiment analysis, key metrics, AI summary, post call survey results, and sessions in the conversation journey.

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Sales Order Agent in Microsoft Dynamics 365 Business Central: Now in public preview

We’re pleased to share that the Sales Order Agent for Microsoft Dynamics 365 Business Central is now available in paid public preview.

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Transform dispatching in Dynamics 365 Field Service with Scheduling Operations Agent

When optimizing the schedule, the agent considers existing bookings as well as additional unfulfilled requirements. You can influence the schedule generated by the agent by crafting requirement views according to business objectives. For example, if you are trying to compensate for cancelled bookings, you may want to select requirements which have promise windows which are soon to expire. 

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Naming updates to Copilot Service workspace and service representatives

In today’s fast-evolving customer service landscape, the integration of AI, such as Copilot and autonomous agents, is transforming how businesses interact with their customers. However, this advancement brings about the need for clear and precise terminology to avoid confusion. Renaming the apps To ensure our AI experiences align with Microsoft’s AI-first vision, we will differentiate

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The future of manufacturing with Microsoft Dynamics 365 is here—are you ready?

This week, thousands of manufacturers will gather at Hannover Messe 2025 for insights into the changing manufacturing landscape. Top of mind for many attendees is how AI will impact the manufacturing industry.

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Teams Phone extensibility for Dynamics 365 Contact Center

Contact centers play a crucial role in delivering exceptional customer support and driving business growth. With the rise of digitalization and advanced technologies, AI and automation have become essential for streamlining operations, improving efficiency, and nurturing stronger customer relationships.  Today during Enterprise Connect, we announced Teams Phone extensibility for Microsoft Dynamics 365 Contact Center.   Beginning

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Dynamics 365 Contact Center strengthens patient trust with HIPAA compliance

We’re excited to share that as of March 5, 2025, Microsoft Dynamics 365 Contact Center has officially become Health Insurance Portability and Accountability Act (HIPAA) compliant. This significant achievement highlights our dedication to security, privacy, and regulatory standards, particularly benefiting customers in healthcare.  Why HIPAA compliance matters  Healthcare providers deal daily with sensitive patient information,

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AI-powered sales journeys: Personalization at scale for exceptional customer experiences

Personalizing customer journeys requires a more proactive approach assisted with AI.

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Unlock insights with Business performance analytics in Microsoft Dynamics 365

In today’s fast-changing world, financial, operational, and organizational leaders must respond to shifting demands and market volatility with agility.

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Update the connection limits for custom Contact Center reports

Dynamics 365 Contact Center provides out-of-the-box analytics that monitor key operations metrics in a contact center. Customers can leverage data model customization and extend these analytics to fit their organizational needs. When customizing real-time analytics, there is a potential that the reports are slow and don’t meet the performance goals your organization expects. One way to

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Unlock the Microsoft Copilot Studio-powered customer survey

Contact center managers can use Copilot Studio Survey in the Contact Center admin center to dynamically respond to customer feedback.  

Traditionally, management can take a long time to act on the feedback that customers provide. Additionally, managers may have to use various tools to capture customer feedback across different channels. In the era of AI, we can reimagine customer feedback management in Dynamics to enable real-time, automated, and personalized feedback loops, helping our customers unlock immense business value. 

With this feature, contact center managers can use the generative AI capabilities of Copilot Studio bots to streamline the survey configuration process across channels. Supervisors get a holistic view of the feedback, all while maintaining flexibility and customization.

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Spatial annotations for frontline technicians with Dynamics 365 Field Service & Microsoft Teams

Using spatial annotations is as straightforward as joining a Teams meeting or making a call. With the front-facing camera, users share their view with remote participants for real-time collaboration while in the flow of work.  Technicians in the field can place 3D arrow and ink annotations by tapping on their video to discuss with remote peers.

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Essential Clean-Up Guide for Partners: 2025 Release Wave 1

Microsoft is doing some housekeeping in Business Central and will introduce significant changes with the 2025 release Wave 1. We will permanently delete all tables, table extensions, and table fields that have remained in the “Obsolete::Removed” state for more than one major release. This sweeping clean-up will affect the Base Application and all other first-party apps. Over 150 tables have been removed to optimize and clean up the application code.

Moving forward, Microsoft will adopt a clean-up cycle every fifth release, ensuring a smooth transition. This blog describes what you need to know about these changes and how to prepare your applications.

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Accelerating sales with unified data in the AI era

AI-powered customer profiling enables a shift from reactive decision making by sales teams to proactive customer engagement.

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Mobile Offline Data with Application Insights

This feature uses Application Insights to provide detailed analytics and reporting capabilities. Within Application Insights, you can create queries to drill down to data most relevant for your organization.  Based on those queries, create dashboards with visualizations tailored to your specific needs.  

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2025 release wave 1 plans for Microsoft Dynamics 365, Microsoft Power Platform, and Role-based Copilot offerings

We’ve published the 2025 release wave 1 plans for Microsoft Dynamics 365, Microsoft Power Platform, and role-based Copilot offerings. These plans are a compilation of the new capabilities planned to be released between April 2025 and September 2025.

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Transition from Unified Service Desk to Customer Service workspace

On April 1, 2026, we will be deprecating the Microsoft Dynamics 365 Unified Service Desk (USD) with CRM Online application with an end of support date of June 30, 2028. We are encouraging customers to use this extended deprecation period to transition to the Customer Service workspace application.   Customer Service workspace is our flagship application for

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The future of retail with Dynamics 365 AI-powered ERP solutions

This year at NRF, we will showcase the latest AI and agent innovations in Dynamics 365 AI-powered ERP and Service solution.

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