Tag: Dynamics 365
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
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
Visualize data with the new hierarchy control
Previously there was a legacy hierarchy control for model-driven apps that allowed users to view N:1 (many-to-one) self-referencing relationships of a table. I always felt it is important to able to view relationships between rows using a hierarchy control because it provides clear visibility to users on how data is connected, making it easier to understand complex structures at a glance. Instead of having to navigating through multiple views orRead 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
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
D365 Customer Service: Dialer Enhancements
The 2024 release wave 1 for Dynamics 365 brought us some awesome features for the Dynamics 365 CX apps. So far, this release packed a lot of cool and innovative stuff to make all of the different apps work better. In this article, I will discuss the new improvements that have been made to the dialer inside of Dynamics 365 Customer Service. If you’re not sure what the dialer is inRead More
