Microsoft Dynamics 365 Blog
The future of agentic CRM and ERP
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From Answers to Action: What’s New with Copilot in Dynamics 365 Customer Service
Service Agent extends Dynamics 365 Customer Service beyond traditional assistance by enabling AI-powered actions across cases, knowledge, email, and workflow management in Microsoft 365 Copilot.
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Trust before you automate: introducing Shadow Mode in Case Management Agent
Shadow Mode in Case Management Agent lets you evaluate AI on live production cases, without taking any action. -
Listening, Learning, and Delivering: New Schedule Board Enhancements for Everyday Scheduling
Discover the latest Dynamics 365 Field Service Schedule Board enhancements designed to help schedulers work faster. -
Microsoft 365 and Dynamics 365 now provide a unified customer service experience
Service Agent is now generally available, helping customer service teams understand issues, find answers, and take action from one Copilot experience.
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News and product updates
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Introducing the Onboarding Agent in Dynamics 365 Human Resources
Now in public preview, the Onboarding Agent delivers a connected experience that helps streamline onboarding activities. -
Dynamics 365 Commerce introduces agentic capabilities with Model Context Protocol (MCP)
The Dynamics 365 Commerce MCP server enables AI agents to connect securely with retail operations, inventory, pricing, checkout, and fulfillment through the open Model Context Protocol (MCP).
Engage with the Dynamics 365 Community
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Tips and guides
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What’s New in Dynamics 365 Field Service Mobile
Field Service Mobile just got smarter. New updates help technicians work faster, stay connected, and handle jobs with fewer clicks. -
Better Collaboration, Better Care: All Consult Capabilities in Dynamics 365 Contact Center
Dynamics 365 Contact Center consult capabilities enable real-time collaboration across voice and digital channels, helping representatives bring in the right expertise without transfers, repetition, or lost context. -
Reimagining Secure Customer Interactions with Secure Consult & Transfer
Across industries such as financial services, healthcare, and public sector, organizations must enable customers to complete high‑trust actions (like payments or identity verification) without exposing sensitive information to agents or core contact center systems. -
The Key Facets of AI Evaluation in the Contact Center
Organizations must think about when, how, by whom, and on what data AI systems are evaluated.
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