Naming updates to Copilot Service workspace and service representatives

In today’s fast-evolving customer service landscape, the integration of AI, such as Copilot and autonomous agents, is transforming how businesses interact with their customers. However, this advancement brings about the need for clear and precise terminology to avoid confusion. Renaming the apps To ensure our AI experiences align with Microsoft’s AI-first vision, we will differentiate

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The future of manufacturing with Microsoft Dynamics 365 is here—are you ready?

This week, thousands of manufacturers will gather at Hannover Messe 2025 for insights into the changing manufacturing landscape. Top of mind for many attendees is how AI will impact the manufacturing industry.

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Teams Phone extensibility for Dynamics 365 Contact Center

Contact centers play a crucial role in delivering exceptional customer support and driving business growth. With the rise of digitalization and advanced technologies, AI and automation have become essential for streamlining operations, improving efficiency, and nurturing stronger customer relationships.  Today during Enterprise Connect, we announced Teams Phone extensibility for Microsoft Dynamics 365 Contact Center.   Beginning

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Dynamics 365 Contact Center strengthens patient trust with HIPAA compliance

We’re excited to share that as of March 5, 2025, Microsoft Dynamics 365 Contact Center has officially become Health Insurance Portability and Accountability Act (HIPAA) compliant. This significant achievement highlights our dedication to security, privacy, and regulatory standards, particularly benefiting customers in healthcare.  Why HIPAA compliance matters  Healthcare providers deal daily with sensitive patient information,

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AI-powered sales journeys: Personalization at scale for exceptional customer experiences

Personalizing customer journeys requires a more proactive approach assisted with AI.

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Unlock insights with Business performance analytics in Microsoft Dynamics 365

In today’s fast-changing world, financial, operational, and organizational leaders must respond to shifting demands and market volatility with agility.

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Update the connection limits for custom Contact Center reports

Dynamics 365 Contact Center provides out-of-the-box analytics that monitor key operations metrics in a contact center. Customers can leverage data model customization and extend these analytics to fit their organizational needs. When customizing real-time analytics, there is a potential that the reports are slow and don’t meet the performance goals your organization expects. One way to

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Unlock the Microsoft Copilot Studio-powered customer survey

Contact center managers can use Copilot Studio Survey in the Contact Center admin center to dynamically respond to customer feedback.  

Traditionally, management can take a long time to act on the feedback that customers provide. Additionally, managers may have to use various tools to capture customer feedback across different channels. In the era of AI, we can reimagine customer feedback management in Dynamics to enable real-time, automated, and personalized feedback loops, helping our customers unlock immense business value. 

With this feature, contact center managers can use the generative AI capabilities of Copilot Studio bots to streamline the survey configuration process across channels. Supervisors get a holistic view of the feedback, all while maintaining flexibility and customization.

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Spatial annotations for frontline technicians with Dynamics 365 Field Service & Microsoft Teams

Using spatial annotations is as straightforward as joining a Teams meeting or making a call. With the front-facing camera, users share their view with remote participants for real-time collaboration while in the flow of work.  Technicians in the field can place 3D arrow and ink annotations by tapping on their video to discuss with remote peers.

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Essential Clean-Up Guide for Partners: 2025 Release Wave 1

Microsoft is doing some housekeeping in Business Central and will introduce significant changes with the 2025 release Wave 1. We will permanently delete all tables, table extensions, and table fields that have remained in the “Obsolete::Removed” state for more than one major release. This sweeping clean-up will affect the Base Application and all other first-party apps. Over 150 tables have been removed to optimize and clean up the application code.

Moving forward, Microsoft will adopt a clean-up cycle every fifth release, ensuring a smooth transition. This blog describes what you need to know about these changes and how to prepare your applications.

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Accelerating sales with unified data in the AI era

AI-powered customer profiling enables a shift from reactive decision making by sales teams to proactive customer engagement.

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Mobile Offline Data with Application Insights

This feature uses Application Insights to provide detailed analytics and reporting capabilities. Within Application Insights, you can create queries to drill down to data most relevant for your organization.  Based on those queries, create dashboards with visualizations tailored to your specific needs.  

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2025 release wave 1 plans for Microsoft Dynamics 365, Microsoft Power Platform, and Role-based Copilot offerings

We’ve published the 2025 release wave 1 plans for Microsoft Dynamics 365, Microsoft Power Platform, and role-based Copilot offerings. These plans are a compilation of the new capabilities planned to be released between April 2025 and September 2025.

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Transition from Unified Service Desk to Customer Service workspace

On April 1, 2026, we will be deprecating the Microsoft Dynamics 365 Unified Service Desk (USD) with CRM Online application with an end of support date of June 30, 2028. We are encouraging customers to use this extended deprecation period to transition to the Customer Service workspace application.   Customer Service workspace is our flagship application for

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The future of retail with Dynamics 365 AI-powered ERP solutions

This year at NRF, we will showcase the latest AI and agent innovations in Dynamics 365 AI-powered ERP and Service solution.

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