Tag: Case Management Agent
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
A Deep Dive into the Case Management Agent (preview) in D365 Customer Service
Back in February, I wrote an article covering the new features that were expected to roll out as part of the 2025 Release Wave 1 for Dynamics 365 Customer Service and Contact Center. (If you haven’t had a chance to check it out yet, you can read the full article here.) In that article, I provided a high-level overview of the three new agents Microsoft announced: the Customer Knowledge ManagementRead More
2025 Wave 1: D365 Customer Service and Contact Center
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
