In today’s fast-paced digital landscape, customer service teams need speed and consistency to meet rising expectations. Copilot-powered email template recommendations deliver both by instantly suggesting the right template for every interaction helping agents respond faster with consistency to maintain brand trust.
The post Enhance productivity with Copilot-recommended email templates appeared first on Microsoft Dynamics 365 Blog.
Fluent v2.0 is Microsoft’s next-generation design language, and it’s now fully implemented across all Dynamics 365 Customer Service components. This milestone marks the completion of a comprehensive modernization effort, bringing a unified, intuitive, and visually engaging experience to every user—representatives, supervisors, admins, and customers alike. What makes Fluent v2.0 different? Fluent v2.
The post Fluent v2.0 for Customer Service: A unified, modern experience appeared first on Microsoft Dynamics 365 Blog.
As organizations continue to scale out digital customer service, the need for reliable automation grows. Timeout rules for automatic actions help teams maintain service-level agreements (SLAs), optimize representative workflows, and deliver consistent experiences across messaging channels.
The post Elevate service automation with timeout rules for automatic actions appeared first on Microsoft Dynamics 365 Blog.
In today’s fast-paced digital landscape, customer expectations are higher than ever. They demand swift, accurate, and personalized support—without the friction of long wait times or repetitive interactions. Autonomous case resolution will redefine how support cases are managed and resolved. What is autonomous case resolution? Autonomous case resolution is a specialized sub agent within the broader Case Management Agent (CMA) ecosystem.
The post Revolutionizing customer support with autonomous case resolution appeared first on Microsoft Dynamics 365 Blog.
Microsoft leads in agentic service, transforming customer engagement with AI and Dynamics 365 in Gartner’s 2025 CRM Magic Quadrant.
The post Microsoft is named a Leader in 2025 Gartner® Magic Quadrant™ for CRM Customer Engagement Center appeared first on Microsoft Dynamics 365 Blog.
Customer service organizations need tailored, high-productivity employee experiences in order to grow and scale. Dynamics 365 Copilot Service workspace (CSw), formerly known as Customer Service workspace, has long offered a robust multisession interface—but until recently, this capability was limited to a single, out-of-the-box app. That’s changing.
The post Use custom multisession apps in Copilot Service workspace appeared first on Microsoft Dynamics 365 Blog.
Accelerate transformation with the Microsoft Sales Development Agent and MCP Servers.
The post Microsoft Ignite 2025: Powering Frontier Firms with agentic business applications appeared first on Microsoft Dynamics 365 Blog.
In our recent blog, we introduced how the Quality Evaluation Agent elevates support excellence by bringing automation, consistency, and intelligence to quality assessments. Now, let’s dive deeper into the evaluation framework at the heart of QEA – the blueprint that defines how QEA evaluates support interactions, what standards it upholds, and how it transforms raw evaluations into actionable insights.
The post Building trust and consistency: The evaluation framework behind QEA appeared first on Microsoft Dynamics 365 Blog.
What’s one of the most persistent challenges in customer service? The last mile. A resolution might be proposed, but what happens next often falls into a gray zone. Agents are waiting for a response, customers are going silent, SLAs are creeping past their due dates. It’s inefficient, inconsistent, and frequently unnoticed until metrics start to dip. With the latest release, Customer Management Agent (CMA) addresses this decisively.
The post Let it close itself: Smart, autonomous case closure is here appeared first on Microsoft Dynamics 365 Blog.
Customers expect quick and smooth help when they reach out to customer support—whether it’s about a delayed order, a product question, or a service issue. Good case management means keeping track of all these requests and associated customer conversations to make sure nothing falls through the cracks. Managing these cases is not always easy.
The post Effortlessly create and update cases with Case Management Agent appeared first on Microsoft Dynamics 365 Blog.
We are thrilled to announce that the Customer Feedback Survey Agent, powered by Microsoft Copilot Studio in Dynamics 365 Contact Center, is now generally available for the chat channel.
The post Customer Feedback Survey Agent is now generally available appeared first on Microsoft Dynamics 365 Blog.
Microsoft is extending that foundation with two major advancements:
The Dynamics 365 ERP MCP server is evolving from static to dynamic. This unlocks hundreds of thousands of ERP functions for secure, real-time use by agents, developers, and applications. The new dynamic server is now in public preview.
A new Dynamics 365 ERP MCP server for analytics is being introduced. It applies the same model-context principles to business intelligence and insights, with public preview of the server coming this December.
Together, these capabilities advance how ERP systems, data, and AI agents connect: simplifying extensibility, supporting accelerated development, and enabling consistent governance across every business process.
The post Evolving the Dynamics 365 ERP Model Context Protocol (MCP) Server appeared first on Microsoft Dynamics 365 Blog.
Over the last few months, our scheduling team has focused on strengthening the core product by addressing the real-world needs of dispatchers, admins, frontline workers, and managers.
The post Listening, Learning, and Delivering: Field Service Upgrades for Everyday Scheduling appeared first on Microsoft Dynamics 365 Blog.
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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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.
The post 3 ways to navigate changing tariffs with AI agents appeared first on Microsoft Dynamics 365 Blog.
