‘Tell me and I forget. Teach me and I remember. Involve me and I learn.’ –Benjamin Franklin.
Understanding the Dynamics 365 Quality Evaluation Agent: A Complete Breakdown
There is another member of the Dynamics 365 Customer Service/Contact Center agent that I haven’t had a chance to introduce to you yet. You’re probably already familiar with the Case Management Agent, Intent Agent and Customer Knowledge Agent which I have written articles about previously. In this article I am going to discuss the Quality Evaluation Agent. In customer service organizations it’s important measure the quality of service provided toRead More
Important M365 Sales Agent features coming in 2026 Wave 1 you need to know!
If you thought the 2026 Release Wave 1 story stopped at Dynamics 365, think again, because the Sales Agent (previously known as Copilot for Sales) is where things start to get really interesting. In my previous articles, I walked through what’s coming for Dynamics 365 Sales, Dynamics 365 Customer Service, and Contact Center. Those updates are powerful on their own, but they only tell part of the story. The realRead More
What is coming to Dynamics 365 Sales in 2026 Release Wave 1
I am back with my third article in my series covering the 2026 Release Wave 1 for Dynamics 365, and this time we’re shifting our focus to Dynamics 365 Sales. The release notes dropped last month, and I’ve been making my way through all the updates to understand what’s new, what’s improved, and what’s actually worth paying attention to. In this article, I’ll break down the key features coming toRead More
What is coming to Dynamics 365 Contact Center in 2026 Release Wave 1
Microsoft has officially dropped the 2026 Release Wave 1 plans for Dynamics 365 and the Power Platform and I had to jump right in! I’ve spent the last few weeks going through everything to really understand what’s coming in this release. As always, I’ll be creating a series of blogs and videos breaking it all down, highlighting the features you actually need to care about. In in my previous articleRead More
What is coming To Dynamics 365 Customer Service in 2026 Release Wave 1
Microsoft has just released the 2026 Release Wave 1 notes for Dynamics 365 business applications and the Power Platform, and of course I couldn’t wait to dive in! Over the past few days I’ve been digging through the details to get a better understanding of what’s coming as part of this wave. Just like with every release wave, I’ll be putting together a series of articles and videos to walkRead More
Conversational CRM: How to use Sales Agent in Microsoft 365 Copilot (preview)
I am sure most of you have heard of Copilot for Sales, which was announced by Microsoft in the fall of 2023. Back then you had to pay an additional fee for Copilot for Sales, but today it is available to all users who have a Microsoft 365 Copilot license. If you’re not familiar with the functionality of Copilot for Sales, let me give you some more details on this.Read More
Disposition Codes Explained: How to Track and Report on Dynamics 365 Customer Service Outcomes
As a customer service leader, have you ever had the need to report on how customer service conversations actually end, not just that they happened? This is where disposition codes come in. Disposition codes in Dynamics 365 Customer Service and Contact Center allow customer service reps to capture the outcome of a chat or voice conversation by selecting from a pre-determined list of disposition codes. For example a customer serviceRead More
How to use Rich Messaging in Customer Service to Create Better Customer Experiences
We all know that in customer service, the right tools can make all the difference when it comes to providing a great customer experience. The new rich messaging feature in Dynamics 365 Customer Service and Contact Center that was announced as part of 2025 Release Wave 2 is one of those tools. With rich messaging, customer service reps can do more than just typing and sending a message. Think ofRead More
Visualize Complex Relationships with New Hierarchy Control
Last September I wrote an article introducing the new Hierarchy Control for model-driven apps and how it helps us better visualize relationships between self-referencing tables. In the article I explained how you can easily visualize data within a single table, for example parent and child accounts. It was a great start, but the control still had limitations because we could only use one single table in this control, but let’sRead More
