‘Tell me and I forget. Teach me and I remember. Involve me and I learn.’ –Benjamin Franklin.
Passing D365 Customer Service data to Copilot Studio
In today’s article I will talk about Copilot Studio, but I am not discussing any new features. Instead, I am going to discuss some very important things that are happening in Copilot Studio when you integrate with Dynamics 365 Customer Service! Things you might not be aware of, I know I wasn’t! I will also talk about how we can bring additional data from Dynamics 365 Customer Service into CopilotRead More
Copilot in the enhanced mobile experience for D365 Field Service(preview)
Having a well-designed mobile app for frontline workers is crucial for many reasons, as it directly contributes to streamlined operations, improved communication, enhanced efficiency, and ultimately, a more empowered and productive workforce. Last week I wrote an article about the exciting features that are part of the new enhanced mobile experience for Dynamics 365 Field Service, which is currently in preview. (If you haven’t had a chance to read theRead More
Enhanced mobile experience(preview) for D365 Field Service
There have been a lot of improvements to Dynamics 365 Field Service this year and I have loved every single one of them! However… One of my favorite improvements is the new mobile experience for field techs for Dynamics 365 Field Service. Yes, I am aware that this feature is not generally available yet, as it has been in preview since early November of 2023. So what is this previewRead More
Copilot Studio: Dynamic chaining with generative actions (preview)
In previous articles I showed you how you can create plugin actions (currently in preview) in Copilot Studio by using one of the Power Platform connectors, or by using a Power Automate Flow. In this article I am going to discuss how you can use Dynamic Chaining, another preview feature that is part of generative AI capabilities in Copilot Studio. First let me explain what dynamic chaining is. If youRead More
Create Plugin Actions(preview) with Power Automate in Copilot Studio
A few months ago I wrote an article about a new preview feature for Copilot Studio called ‘Plugin Actions’. (You can read the article here if you haven’t read it yet.) If you’re not familiar with Plugin actions, they are used by copilot to respond to users automatically and you can call them from within a topic! In my previous article I showed you how to use an existing powerRead More
Build your own service copilot with Copilot for Service (Preview)
During the Microsoft Ignite conference in November there have been a lot of announcements about Microsoft Copilot. There are a ton of different copilot types, each with their own unique experience. Think about Microsoft 365 Copilot, which acts as a personal assistant to the end user, or Copilot for Dynamics 365 Sales, which allows sales reps to get summaries for leads and opportunities, (amongst other things) and Copilot for DynamicsRead More
D365 Customer Service: New Dialer Experience(preview)
As part of 2023 release wave 2 Microsoft has made several improvements to the dialer in Dynamics 365 Customer Service. This dialer is available for agents to use if the voice channel in Dynamics 365 Customer Service has been configured in the environment. The new dialer has an improved design and enhanced dialing features, such as phone number editing capabilities, a call history list, and administrative settings for countries andRead More
Timeline Updates
For the people that are not familiar with the timeline in Dynamics 365, the timeline is a control that you’ve probably seen on many of the forms in Dynamics 365. It shows all activities related to a row and gives users insights to what interactions are scheduled and/or have occurred in the past. Depending on the row you are viewing, you’ll see different activities in the timeline. For example, ifRead More
Use plugin actions in Copilot Studio (preview)
If you read last week’s article than you know that Microsoft announced a couple of new features during the Microsoft Power Platform Conference that took place in Las Vegas the first week of October. Last week I wrote about the ability to upload documents for generative answers which is in preview today, which allows us to upload one or multiple documents to be used in generative answers in Power VirtualRead More
Upload documents as a source for generative answers (preview) in Copilot Studio
If you attended Microsoft’s Power Platform Conference this month, then you probably heard about some of the new (preview) features that were announced for Power Virtual Agents! If you are not aware, of some of the features I’m referring to, or don’t exactly know what those features entail, then you definitely need to read this article! There are two features that are currently in preview, and I will discuss theRead More
