Elevate support excellence with Quality Evaluation Agent

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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3 ways to navigate changing tariffs with AI agents

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.

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Use session restore for seamless continuity in Customer Service

As customer service representatives juggle multiple cases, tabs, and applications throughout their day, interruptions—whether from browser crashes, accidental closures, or system reboots—can be costly. That’s why session restore, also known as app session restore, is a game-changer in Dynamics 365 Copilot Service workspace (CSw). This feature ensures service reps can pick up exactly where they left off, minimizing disruption and maximizing productivity.  Reclaiming lost time  Before session restore, service reps who lost their session due […]

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What’s Next: Why Project Online Customers Should Evaluate Microsoft Dynamics 365 Project Operations

With Microsoft Project Online retiring in September 2026, many organizations are now considering what comes next. The decision isn’t just about replacing a familiar tool—it’s about selecting a solution that supports your business model for the future. For organizations managing service-based operations, Microsoft Dynamics 365 Project Operations delivers the capabilities, flexibility, and innovation to support that evolution. 

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Try rich messaging for live chat and WhatsApp in Contact Center

In today’s fast-paced digital world, customers expect more than just plain text when interacting with businesses. Traditional text-based conversations can be inefficient. This is especially true when customers need to exchange detailed information, explore options, or make quick decisions. That’s where rich messaging comes in.  Rich messaging introduces interactive elements, such as forms, carousels, and suggested replies, directly within the conversation. This enables […]

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Use custom productivity tools in Dynamics 365 Customer Service

As customer service teams strive to deliver faster, more personalized support, the need for tailored productivity enhancements has never been greater. With the introduction of custom productivity tools in Dynamics 365 Copilot Service Workspace (CSw), organizations can now equip customer service representatives with purpose-built utilities that streamline workflows, reduce clicks, and eliminate context switching.  From generic to purpose built  While CSw offers a robust set […]

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Explore new AI innovation for Dynamics 365, Microsoft Power Platform, and Copilot Studio at the Business Applications Launch Event

Get a first look at the latest AI and low-code updates, with insights and demos from Microsoft product leaders and engineers. Register now to stay updated and access helpful resources.

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