Category: D365 Customer Service
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
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
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
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
