Category: D365 Customer Service
2025 Wave 1: D365 Customer Service and Contact Center
![](https://i0.wp.com/d365goddess.com/wp-content/uploads/2025/02/KnowledgeManagementAgent.png?resize=150%2C150&ssl=1)
It is that awesome time of year again! On January 23rd, Microsoft announced the 2025 Wave 1 release notes for Dynamics 365 business applications and the Power Platform. Since then, I’ve been digging through the documentation to get a grasp of all the new features and enhancements. Like I do with every release wave, I am creating a series of articles and videos, to share insights on what’s coming asRead More
Configurable Copilot Case Summaries for D365 Customer Service
![](https://i0.wp.com/d365goddess.com/wp-content/uploads/2025/01/DataFieldConfiguration.png?resize=150%2C150&ssl=1)
Most people have probably seen the record summaries in Dynamics 365 Customer Service, Field Service and Sales. If you’re not familiar with this concept, let me explain what they are. Record summaries in Dynamics 365 are Copilot generated summaries that provide important information about specific records (rows), like cases, opportunities, accounts, leads, etc. These summaries help users quickly understand the context and important details of a record without having toRead More
Create unique D365 views with Fetch XML Builder!
![](https://i0.wp.com/d365goddess.com/wp-content/uploads/2024/12/Alias.png?resize=150%2C150&ssl=1)
This article is the last article for 2024 and in today’s article will discuss how to use an amazing tool in the XrmToolbox that was created quite some time ago by Jonas Rapp. For the folks that don’t know Jonas, he’s been a business application MVP since early 2017 and he’s made a lot of amazing contributions to the community! The tool I am referring to is called Fetch XMLRead More
Smart Paste and Smart Grid(search) in Model Driven Apps
![](https://i0.wp.com/d365goddess.com/wp-content/uploads/2024/12/SmartPaste.png?resize=150%2C150&ssl=1)
Have you ever had to enter information from a document, note or an email into a model driven app? Usually this takes a bit of time as you have to read the content in the document/note/email first, and then enter the information in the correct fields of a form. How great would it be to have Copilot look at all the information in that document, note or email and justRead More
2024 Wave 2: Copilot for Service
![](https://i0.wp.com/d365goddess.com/wp-content/uploads/2024/07/ServiceNowIntegration.png?resize=150%2C150&ssl=1)
Welcome to the fourth article of my series on the 2024 Wave 2 release! In the past few weeks I have published 3 articles in this series about Dynamics 365 Sales, Copilot for Sales and Dynamics 365 Customer Service. In this article, I’m focusing on the new features for Copilot for Service. Let’s get started and uncover what’s new for Copilot in Customer Service! In case you are not aware,Read More
Extend D365 Customer Service Copilot: Ask questions about your data(verse)
![](https://i0.wp.com/d365goddess.com/wp-content/uploads/2024/06/Extend.png?resize=150%2C150&ssl=1)
Earlier this month I posted an article on how you can extend the Copilot that sits inside of Dynamics 365 Customer Service by using Prompt Plugins. If you haven’t had a chance to read that article yet, then you can do so here. In the article I explained how you can create prompt plugins in Copilot Studio which are then surfaced inside of Dynamics 365 Customer Service as a PluginRead More
Restore deleted Dataverse rows with the Recycle Bin(preview)
![](https://i0.wp.com/d365goddess.com/wp-content/uploads/2024/06/ArticleImage.png?resize=150%2C150&ssl=1)
Any organization that uses any type of system may at some point in time need to delete records or rows from their database(s). This can be for various reasons, like cleaning up data, correcting errors, or following business rules. Another scenario that is possible is that someone deleted a record that was not supposed to be deleted by accident. This can lead to the fact that sometimes you might needRead More
D365 Customer Service: Dialer Enhancements
![](https://i0.wp.com/d365goddess.com/wp-content/uploads/2024/05/Search.png?resize=150%2C150&ssl=1)
The 2024 release wave 1 for Dynamics 365 brought us some awesome features for the Dynamics 365 CX apps. So far, this release packed a lot of cool and innovative stuff to make all of the different apps work better. In this article, I will discuss the new improvements that have been made to the dialer inside of Dynamics 365 Customer Service. If you’re not sure what the dialer is inRead More