‘Tell me and I forget. Teach me and I remember. Involve me and I learn.’ –Benjamin Franklin.
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
Ignite 2025 Announcements You Need to Know and Why They Matter
I was fortunate to attend Microsoft’s Ignite conference last week, and just like I’ve seen before at other conferences, we see that agents and AI are (and will probably stay) a big focus of Microsoft. After letting all the announcements sink in, one message came through loud and clear: agents aren’t just assistants anymore, they’re becoming core players in the low-code and business apps world. The Power Platform is nowRead More
How to Automate Service Reports for D365 Field Service | Part 2
Last week I wrote part 1 of this article, where I am going to show you how you can use Power Automate to populate a word document with data from Dynamics 365, convert it into a PDF and attach it to an email message which will be emailed to the customer.I created this Power Automate flow for the following Field Service scenario; when a work order’s system status is setRead More
How to Automate Service Reports for D365 Field Service | Part 1
If you’ve ever had a technician come out and fix something, you know how helpful it is to get a clear summary of the work that was done. Field service organizations face the same reality, sending a document that outlines the work performed isn’t just paperwork, it’s a way to keep customers in the loop, build trust, and avoid any confusion down the road. These service reports show exactly whatRead More
Keep your agents organized: Create File Groups for better responses
When you’re building agents in Copilot Studio, adding knowledge sources is a key step in building your agent. One of the quick ways to add knowledge to the agent is by providing documents! This can be done in 2 separate ways today, and the option you’ll go for will depend on how your agent will be used, and by whom! Today you can use SharePoint or OneDrive as a knowledgeRead More
Learn how to customize Copilot in D365 Field Service (preview)
A few days ago I came across an article on learn.microsoft.com that explained how to streamline inventory visibility in Dynamics 365 Field Service by using the out of the box Copilot inside of Dynamics365 Field Service. What this allows us to do is customize the agent that lives inside of D365 Field Service in a way that when a user opens a work order, it can ask the agent toRead More
