Tag: D365
Conversational CRM: How to use Sales Agent in Microsoft 365 Copilot (preview)
I am sure most of you have heard of Copilot for Sales, which was announced by Microsoft in the fall of 2023. Back then you had to pay an additional fee for Copilot for Sales, but today it is available to all users who have a Microsoft 365 Copilot license. If you’re not familiar with the functionality of Copilot for Sales, let me give you some more details on this.Read More
Learn how to customize Copilot in D365 Field Service (preview)
A few days ago I came across an article on learn.microsoft.com that explained how to streamline inventory visibility in Dynamics 365 Field Service by using the out of the box Copilot inside of Dynamics365 Field Service. What this allows us to do is customize the agent that lives inside of D365 Field Service in a way that when a user opens a work order, it can ask the agent toRead More
What is coming in 2025 Wave 2: Dynamics 365 Contact Center
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
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
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
Meet the new Scheduling Operations Agent in Dynamics 365 Field Service!
I’m sure by now it hasn’t escaped anyone’s attention that Microsoft has been on an absolute roll when it comes to announcing agents—whether they’re autonomous, semi-autonomous, or somewhere in between—as part of the 2025 Release Wave 1. It’s been a steady stream of updates, and if you’ve been keeping an eye on things like me, you’ve probably noticed the four new agents recently introduced in Dynamics 365 Sales. But that’sRead More
Extending Copilot in D365 Sales – Part 1
You have most likely heard of all the different Copilots that Microsoft published in the past year, from Copilot in Microsoft Teams to Copilot in SharePoint, Dynamics 365 apps and of course Microsoft 365 Copilot which is grounded in business data, allowing users to ask questions about work related things. In this article I am going to discuss how we can extend Copilot in Dynamics 365 Sales. Just to beRead More
Case handling time (Preview)
Organizations might have the need to track the total time agents spend on cases for several reasons. By monitoring time, managers can identify areas where agents excel and where improvements are needed, ensuring resources are allocated effectively. This data is crucial for performance evaluations, and it helps set benchmarks and goals. Understanding the time spent on cases allows organizations to improve processes and improve customer satisfaction. For industries with regulatoryRead More
Extend D365 Customer Service Copilot: Ask questions about your data(verse)
Earlier this month I posted an article on how you can extend the Copilot that sits inside of Dynamics 365 Customer Service by using Prompt Plugins. If you haven’t had a chance to read that article yet, then you can do so here. In the article I explained how you can create prompt plugins in Copilot Studio which are then surfaced inside of Dynamics 365 Customer Service as a PluginRead More
