Dynamics 365 Blog

Data Sensitivity Labels for Emails bring classification and protection directly into customer service workflows, so service representatives can work confidently without slowing down. The post Unlocking safer customer communications with Data Sensitivity Labels in Email appeared first on Microsoft Dynamics 365 Blog.

AI is transforming workforce planning in Dynamics 365, where intelligent agents now execute core service tasks and contribute directly to business outcomes. AI Credit Estimation bridges the gap between demand forecasting and cost visibility, enabling organizations to predict AI usage, model credit consumption, and plan human and AI resources together with confidence. The post The next frontier of workforce planning: from forecasting to AI usage and Credit Estimation appeared first on Microsoft Dynamics 365 Blog.

Today, we’re announcing additional capabilities in Cowork to expand on what it can make possible for you. The post Copilot Cowork: From conversation to action across skills, integrations, and devices appeared first on Microsoft Dynamics 365 Blog.

Email Sentiment in Dynamics 365 Customer Service brings emotional context into the email workflow, helping representatives understand customer tone, respond with empathy, and reduce escalations from the first reply. The post Driving empathetic customer conversations with Email Sentiment appeared first on Microsoft Dynamics 365 Blog.

Consent-Based Recording in Dynamics 365 Contact Center captures caller consent early and enforces it across voice AI and agent interactions to support compliance and trust. The post Introducing Consent‑Based Recording for Voice Agents and CSR Interactions in Dynamics 365 Contact Center appeared first on Microsoft Dynamics 365 Blog.

The Case Management Agent in Dynamics 365 Customer Service empowers admins to measure AI‑powered field prediction accuracy against real organizational data before enabling case enrichment in production: test against historical records, review the results, refine field descriptions, and enable the feature when accuracy meets your bar. The post Run case enrichment simulation to assess AI prediction quality in Dynamics 365 Customer Service  appeared first on Microsoft Dynamics 365 Blog.

As supply chains become more dynamic, the way work gets done and operations are run is changing, and agentic AI is at the forefront. The post From intelligence to impact: How agentic AI is reshaping today’s supply chain appeared first on Microsoft Dynamics 365 Blog.

We are excited to preview Service Operations Agent. It’s a new AI-powered capability in Dynamics 365 Contact Center that transforms how administrators configure, validate, and orchestrate conversations at runtime. The post Introducing Service Operations Agent in Dynamics 365 Contact Center  appeared first on Microsoft Dynamics 365 Blog.

Governance in Dynamics 365 Customer Service introduces policy-driven email validation in Public Preview. Enforce compliance, protect your brand, and ensure AI-generated and human-authored communications meet organizational standards—before they’re sent. The post Introducing Governance in Dynamics 365 Customer Service: A New Era of Policy-Driven Communication appeared first on Microsoft Dynamics 365 Blog.

Gain end‑to‑end visibility into agent workflows with screen recording in Dynamics 365 Customer Service and Contact Center to improve coaching, compliance, and quality evaluations. The post Bringing End‑to‑End Visibility to Customer Service and Contact Centers with Screen Recording in Dynamics 365  appeared first on Microsoft Dynamics 365 Blog.