Managing Complex Service Work with Financial Clarity
Learn how Dynamics 365 unifies field service and project financials, enabling real-time profitability tracking, accurate billing, and connected service delivery.
Administrator
Stay updated with the latest news, expert insights, and practical tips tailored for IT administrators. Learn about new features, best practices for system management, and success stories from businesses using Dynamics 365. Enhance your administrative skills and drive efficiency in your organization.
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Public Preview: Quality Evaluation Agent Extends Quality Oversight to Email
The Quality Evaluation Agent (QEA) in Dynamics 365 Customer Service now supports email evaluations, available in Public Preview. -
Unlocking safer customer communications with Data Sensitivity Labels in Email
Data Sensitivity Labels for Emails bring classification and protection directly into customer service workflows, so service representatives can work confidently without slowing down. -
The next frontier of workforce planning: from forecasting to AI usage and Credit Estimation
AI is transforming workforce planning in Dynamics 365, where intelligent agents now execute core service tasks and contribute directly to business outcomes. -
Driving empathetic customer conversations with Email Sentiment
Email Sentiment in Dynamics 365 Customer Service brings emotional context into the email workflow, helping representatives understand customer tone, respond with empathy, and reduce escalations from the first reply. -
Introducing Consent‑Based Recording for Voice Agents and CSR Interactions in Dynamics 365 Contact Center
Consent-Based Recording in Dynamics 365 Contact Center captures caller consent early and enforces it across voice AI and agent interactions to support compliance and trust. -
Introducing Service Operations Agent in Dynamics 365 Contact Center
We are excited to preview Service Operations Agent. -
Introducing Governance in Dynamics 365 Customer Service: A New Era of Policy-Driven Communication
Governance in Dynamics 365 Customer Service introduces policy-driven email validation in Public Preview. -
Bringing End‑to‑End Visibility to Customer Service and Contact Centers with Screen Recording in Dynamics 365
Gain end‑to‑end visibility into agent workflows with screen recording in Dynamics 365 Customer Service and Contact Center to improve coaching, compliance, and quality evaluations. -
Meet Your Agentic Contact Center
Dynamics 365 Contact Center introduces a coordinated agent model where AI agents work together across engagement, quality, and operations for better outcomes. -
Trigger post-call actions using caller hang-up events
In contact centers, a voice conversation does not end when the call disconnects. -
Take the Guesswork Out of Project Quoting with What-if Analysis in Dynamics 365 Project Operations
Make smarter, faster, and more confident quote decisions—right where you work.
