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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