Category: D365 Customer Service
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
Enhance Data Protection in Dataverse with Secured Masking Rules
Have you heard of column level security in Dataverse? This feature has been around for a long time, and it allows makers to control access down to the column. Imagine you’re building an app in Dataverse. BUT, you’ve got a handful of columns with super-sensitive data, these could be social security numbers, salaries, or other private details. Most likely you don’t want any user to have access to the sensitiveRead More
What is coming in 2025 Wave 2: Dynamics 365 Customer Service
Microsoft has just released the 2025 Wave 2 notes for Dynamics 365 business applications and the Power Platform, and I couldn’t wait to dive in. Over the past few days, I’ve been going through the details to get a solid understanding of what’s coming as part of this wave. You’ll notice that a sizable chunk of these features have been announced previously but are just reaching GA and/or some ofRead More
Learn how to enable Customer Intent for Custom Agents in Copilot Studio!
Previously I have written articles on the Customer Intent agent in Dynamics 365 Customer Service and Contact Center where I explained how the Customer Intent agent works, and how to enable it. If you haven’t had a chance to read those articles yet, you can do so here and here. How great would it be if we could allow our custom built agents (yes the ones you build using CopilotRead More
Let your custom Agent search Knowledge Articles in Dynamics 365!
Wouldn’t it be great if your custom agent could do more than answer questions? If it could actually help customers resolve their issues without ever needing to chat with a live agent or search through pages of knowledge articles by themselves? By giving your custom agent access to the knowledge base in Dynamics 365 Customer Service, you’re doing exactly that. With the help of Power Automate, you can use anRead More
Introducing the Customer Intent Agent in Dynamics 365 – Part 2
Back in February, I shared some of the new features that are coming in the 2025 Release Wave 1 for Dynamics 365 Customer Service and Contact Center. In that article, I gave a quick overview of three new autonomous agents Microsoft is rolling out: the Case Management Agent, the Customer Knowledge Management Agent, and the Customer Intent Agent. Each of them brings something unique to the table, all with theRead More
Introducing the Customer Intent Agent In Dynamics 365 – Part 1
You might remember my article from February, where I gave a sneak peek at the new features coming in the 2025 Release Wave 1 for Dynamics 365 Customer Service and Contact Center. (If you missed it, no worries, you can catch up here.) In that post, I gave a quick overview of three new autonomous agents Microsoft rolled out: the Case Management Agent, the Customer Knowledge Management Agent, and theRead More
