Tag: 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
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
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
Everything You Need to Know About the Customer Knowledge Management Agent in Dynamics 365 Customer Service
Back in February, I shared an article walking through the new features lined up for the 2025 Release Wave 1 of Dynamics 365 Customer Service and Contact Center. (If you missed it, you can check it out here.) In that post, I gave a high-level look at the three new agents Microsoft introduced: the Customer Knowledge Management Agent, the Customer Intent Agent, and the Case Management Agent. Each one bringsRead More
Custom Copilot Record Summaries in D365 Customer Service
A few weeks ago I wrote an article about how to configure and enable Copilot Case Summaries in Dynamics 365 Customer service. If you haven’t had a chance to read the article yet, then you can do so here. If you’re unsure about what a Copilot Summary is, let me clarify: In Dynamics 365, Copilot generates record summaries that highlight key information about specific records (rows). These summaries allow usersRead More
