Dynamics 365 Blog

Customers expect a single, continuous relationship with your brand. One where every interaction feels informed and connected. The post Customer insights, reimagined: The intelligence layer powering agentic customer experience appeared first on Microsoft Dynamics 365 Blog.

Service Agent extends Dynamics 365 Customer Service beyond traditional assistance by enabling AI-powered actions across cases, knowledge, email, and workflow management in Microsoft 365 Copilot. The post From Answers to Action: What’s New with Copilot in Dynamics 365 Customer Service appeared first on Microsoft Dynamics 365 Blog.

Microsoft is expanding scheduling choices in Dynamics 365 Field Service with the Solvares VISITOUR accelerator. The solution adds advanced scheduling optimization, predictive route planning, and continuous intraday re-optimization for complex field service operations. The post Expanding scheduling choice in Dynamics 365 Field Service with Solvares’ VISITOUR accelerator appeared first on Microsoft Dynamics 365 Blog.

Shadow Mode in Case Management Agent lets you evaluate AI on live production cases, without taking any action. The AI agent runs quietly alongside your human workflows. On real, incoming cases it observes, predicts, recommends, and simulates exactly what it would do if it were live. You see every recommendation, and the reasoning behind it, in real time. But nothing leaves the system : no record is updated, no customer is contacted, no status changes. You get to watch your future automation work on today’s hardest cases, before you ever hand it the keys. The post Trust before you automate: introducing Shadow Mode in Case Management Agent appeared first on Microsoft 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.