Author: Dian Taylor
How to configure governance in D365 Customer Service
In today’s world AI is becoming a bigger part of the customer service experience. AI is already helping customer service reps by generating email responses, find solutions to customer issues, summarizing conversations, and even handling customer interactions autonomously. And while all of that is incredibly exciting, it also brings up a pretty important question: How do we make sure the messages being sent to our customers follow the rules weRead More
How to enable and configure Service Agent in D365
In my last post I wrote about the Service Agent in Dynamics 365 Customer Service and its capabilities. I discussed what it is, what it is capable of and how it can help customer service teams work more efficiently. If you haven’t read the article I would recommend doing that first, you can find it here. Now that you know what the Service Agent can do, it’s time to getRead More
Meet Service Agent: Everything you need to know
It’s time to introduce you to another AI agent in the Dynamics 365 Customer Service family! After being available in public preview since March of this year, the Service Agent officially reached General Availability on June 30, making it ready for organizations to begin using in production! If you had a chance to read my recent article about the Sales Agent, then you will find some of this is goingRead More
New D365 Field Service Scheduling Enhancements You Need to Know
Microsoft just released a ton of updates for Dynamics 365 Field Service scheduling as part of 2026 Release Wave 1 and I can’t wait to tell you all about it! If you spend any part of your day in the Schedule Board in D365 Field Service, you’re going to want to keep reading, because these are exactly the kind of updates that will make you happy. While we all loveRead More
How to Set Up Verbatim Knowledge Responses in Dynamics 365
I am a big fan of the agent, or copilot (whatever you want to call it) that lives in the sidecar in Dynamics 365 Customer Service. The little helper we all know and love, who assists Customer Service Reps by taking content from knowledge articles and turning it into conversational responses to help resolve issues faster. Whether that is during a phone or chat conversation or when they are workingRead More
D365 Quality Evaluation Agent: Step-by-Step Configuration Guide
If you’ve been following along, in a previous article I wrote called “Understanding the Dynamics 365 Quality Evaluation Agent: A Complete Breakdown“, I dove into the different components that make up the Quality Evaluation Agent, explained what each of them means, and I walked through how they all work together. If you haven’t had a chance to read it yet, I’d definitely recommend checking it out first before continuing withRead More
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
