Dynamics 365 Blog

Customer expectations have reset. Here’s how agentic AI across Microsoft 365 Copilot and Dynamics 365 helps sales and service teams meet the new standard—right in the flow of work. The post Moving sales and service organizations forward with agentic CX and Microsoft 365 Copilot appeared first on Microsoft Dynamics 365 Blog.

Discover the latest Dynamics 365 Field Service Schedule Board enhancements designed to help schedulers work faster. Explore Move To, Reassign To, Map View, week numbers, and partial cancellation capabilities that simplify scheduling and improve operational flexibility. The post Listening, Learning, and Delivering: New Schedule Board Enhancements for Everyday Scheduling appeared first on Microsoft Dynamics 365 Blog.

Service Agent is now generally available, helping customer service teams understand issues, find answers, and take action from one Copilot experience. Built on Microsoft 365 Copilot and Dynamics 365, Service Agent unifies customer, case, and knowledge context while enabling AI-powered actions that improve productivity across the service workflow. The post Microsoft 365 and Dynamics 365 now provide a unified customer service experience appeared first on Microsoft Dynamics 365 Blog.

Now in public preview, the Onboarding Agent delivers a connected experience that helps streamline onboarding activities. The solution helps new hires ramp up faster, build connections, and stay engaged from day one. It works directly within Microsoft Teams, allowing employees to stay in the flow of work. It also writes data back to Dynamics 365 Human Resources, keeping records up to date. The post Introducing the Onboarding Agent in Dynamics 365 Human Resources appeared first on Microsoft Dynamics 365 Blog.

The Dynamics 365 Commerce MCP server enables AI agents to connect securely with retail operations, inventory, pricing, checkout, and fulfillment through the open Model Context Protocol (MCP). Organizations can build conversational and autonomous commerce experiences without creating custom integrations. The post Dynamics 365 Commerce introduces agentic capabilities with Model Context Protocol (MCP) appeared first on Microsoft Dynamics 365 Blog.

Autonomous Email Resolution is a generative AI-powered capability that helps service teams resolve customer emails end to end. It understands the customer’s request, identifies the intent, determines whether the required information is available, and generates a resolution-ready response using enterprise knowledge, configured instructions, connectors, and custom agents. The post Revolutionizing customer support with autonomous email resolution appeared first on Microsoft Dynamics 365 Blog.

When sellers can access customer context, relationship insights, next best actions, and agentic recommendations inside the tools they already use every day, they can respond faster, engage more thoughtfully, and build trust more consistently at every stage of the buying journey. The post Agentic CRM in the flow of work: How AI is transforming sales and rebuilding customer trust appeared first on Microsoft Dynamics 365 Blog.

Workforce engagement management in Dynamics 365 helps service organizations plan, manage, and improve performance across customer service reps and AI agents. With forecasting, scheduling, real-time adherence, AI Agent Estimator, quality evaluation, governance, and coaching capabilities built into the service platform, teams can create a more connected and responsive operating model. The post Optimize workforce operations across people and AI agents with Dynamics 365 appeared first on Microsoft Dynamics 365 Blog.

The Microsoft 2026 Work Trend Index is clear: the constraint on transformation is not people, but the gap between what employees can do and what organizations are built to support. The post Customer experience leadership in the age of AI: A new operating model with Dynamics 365 appeared first on Microsoft Dynamics 365 Blog.

Field Service Mobile just got smarter. New updates help technicians work faster, stay connected, and handle jobs with fewer clicks. The post What’s New in Dynamics 365 Field Service Mobile appeared first on Microsoft Dynamics 365 Blog.