In contact centers, a voice conversation does not end when the call disconnects. That’s when critical work begins – logging outcomes, updating systems, triggering workflows, and ensuring compliance. Yet today, post-call actions are often delayed, inconsistent, or dependent on manual or external processes. 
 
With caller hang-up event support in Dynamics 365 Contact Center and Copilot Studio, we are changing that. 

This capability enables real-time, event-driven post-call automation by raising precise caller hang-up events to voice agents. Post-call actions happen immediately, reliably, and at scale. 

Why this matters 

Post-call actions today often require custom implementations and are not always easy to configure or consistently reliable. 

Organizations frequently depend on external orchestration or complex workflows, which can leave gaps, especially when a caller disconnects unexpectedly in the middle of a flow. 

For example, when a caller hangs up mid-flow, records can remain locked or reflect stale or incomplete data in downstream systems. 

As a result, organizations face: 

• Missed or delayed post-call actions  

• Inconsistent or stale data updates  

• Gaps in reporting and operational workflows  

This creates friction across automation and downstream operations. 

What’s new 

Voice agents can now listen to end-of-conversation events and take action based on how the call ended – directly within their Copilot Studio flow. 

For example, you can trigger workflows specifically when: 

• The customer hangs up  

• The call is transferred to an external phone number  

• The call is escalated to customer service representatives in Dynamics 365 Contact Center  

This capability is exposed through activity-based triggers in Copilot Studio, enabling makers to configure post-call logic within their voice agent flow in Copilot Studio. 

How it works 

At the end of every conversation, the platform emits a structured event: 

• Activity type: End of conversation  

• Context: Conversation.EndReason (for example, CUSTOMER_HANGUP)  

Makers can configure triggers such as: 

• When activity = End of conversation  

• AND EndReason = CUSTOMER_HANGUP  

• Execute post-call workflow 

This creates a deterministic and reliable event model for post-call automation. 

Key benefits 

• Immediate and reliable execution: Post-call workflows trigger as soon as the caller disconnects, eliminating delays and missed actions.

• Foundation for governance and insights: Accurate call termination signals enable organizations to implement compliance, auditing, and data policies while building custom telemetry, reporting, and customer experience insights.

Real-world scenarios 

• Automated record updates and follow-ups: Update or unlock CRM records and trigger SMS, email, or callback workflows immediately after the customer disconnects, ensuring the latest state is captured and acted on without delay.  

• Drop-off detection and recovery: Identify when customers exit during critical flows (such as payment or authentication) and initiate appropriate recovery or risk handling actions.  

• Operational insights and optimization: Leverage precise end-of-conversation signals to improve data accuracy, escalation tracking, and overall customer experience. 

Learn more

To learn more about post-call actions, read the documentation: Configure post-call action topics – Microsoft Copilot Studio | Microsoft Learn 

The post Trigger post-call actions using caller hang-up events  appeared first on Microsoft Dynamics 365 Blog.

In October 2025, we announced the general availability of the Sales Qualification Agent (SQA) in Dynamics 365 Sales—a breakthrough in autonomous lead qualification. Sales Qualification Agent empowers sellers by helping build higher quality opportunity while eliminating tedious, repetitive work. Sales Qualification Agent autonomously researches every lead, initiates personalized outreach, and engages prospects to understand purchase intent, ensuring that sellers spend their time meeting prospects who are ready to take the next step. With modes enabling both seller-driven and fully autonomous qualification, the agent supports a key goal for sales organizations—increasing revenue per seller.

Customers are using Sales Qualification Agent in two ways: 

1. Helping boost revenue beyond current sales capacity
   • Responding to inbound leads within minutes instead of days, increasing response rates and in turn, qualified opportunities.
   • Engaging leads that sellers are unable to follow up on due to capacity constraints, or those deemed economically unviable to pursue.
   • Increasing pipeline quality by focusing the seller’s time on a handful of high intent, engaged leads recommended by the agent.
2. Helping reduce sales costs
   • Reducing back-office costs related to lead research and validation, using Sales Qualification Agent in “Research only” mode to hand-off only the leads that meet the ideal customer profile criteria.
   • Automatically disqualifying low-quality leads, saving hours of seller time during the week.

Continuing benchmarking the quality of sales AI agents

Microsoft is building the future of agentic Sales technology with prebuilt AI agents, such as Sales Qualification Agent, the Sales Research Agent, and the Sales Close Agent available in Dynamics 365.

At Microsoft, we’re committed to delivering quality, trust, and transparency with our agents, and that requires rigorous evaluation. As we continue to build new agents and improve existing ones for critical sales workflows, evaluation benchmarks provide a structured and transparent way for our customers to measure quality for the jobs the agent does.

Today, we’re announcing the Microsoft Sales Bench—a new collection of evaluation benchmarks designed to assess the performance of AI-powered sales agents across real-world scenarios. This framework brings together purpose-built metrics, hundreds of sales-specific scenarios, and composite scoring validated by both human and AI judges.

The Sales Bench isn’t starting from scratch. It now formalizes and expands what began with the Sales Research Bench, published on October 21, 2025, which evaluates how AI solutions answer business research questions for sales leaders.

Today, we’re extending the Microsoft Sales Bench with a second benchmark: the Microsoft Sales Qualification Bench, focused on measuring how effectively AI agents qualify leads and generate high-quality pipeline.

Introducing the Sales Qualification Bench for lead qualification

This Microsoft Sales Qualification Bench evolved from rigorous evaluations we conducted since the Sales Qualification Agent’s public preview in April, with the goal of objectively measuring quality as we further developed the agent, partnering with customers from a diverse set of industries. Since the preview, we measured every update against these standards, ensuring improvements are real and repeatable.

We generated a synthetic dataset modeled after companies from three different industries, with 300 leads, with attributes such as name, company, and email ID—representative of what sales teams typically work with before any enrichment or hygiene is performed. In addition to these typical attributes, we also added key knowledge inputs such as value proposition of the products being sold, customer case studies, and documentation for answering customer questions.

In addition to Sales Qualification Agent, we used the evaluation framework to measure ChatGPT by OpenAI on the same dataset. Since we didn’t have access to an autonomous agent from OpenAI, we mimicked how a human seller would use ChatGPT to recreate the three key jobs SQA performs. We provided each system—Sales Qualification Agent and ChatGPT—the exact same lead inputs, knowledge sources, and contextual signals under controlled evaluation configurations. We used a ChatGPT Pro license with GPT-4.1. This model is the closest match (and slightly better) to Sales Qualification Agent’s GPT-4.1 mini, which we intentionally chose to deliver optimal quality at lower cost per lead than newer models. Additionally, Pro license was chosen to optimize for quality: ChatGPT’s pricing page describes Pro as “full access to the best of ChatGPT.”¹

The framework evaluates outputs from the three jobs across Sales Qualification Agent and ChatGPT:

• Research: Company research for the lead—background, strategic priorities, financial health, and latest news.
• Outreach: A personalized email generated based on research, to make initial contact with the lead.
• Engagement: The agent’s conversation with a lead until it’s qualified or dispositioned.

Our scoring metrics span core quality (accuracy, relevance, completeness), trustworthiness (grounding and citations), and business-specific success criteria (e.g., relevancy of company research to highlight interest in the seller’s offerings, personalization of the initial outreach emails sent to catch the lead’s attention, accuracy of responses to the lead’s questions to drive purchase intent, and the timing of handoff to a seller when the lead is ready to engage).

Outputs were scored independently by both human reviewers and an LLM judge built with GPT-5.1, using a 1–10 scale for each metric. These metric-specific scores were then rolled up using a simple average to produce a composite quality score. The result is a rigorous benchmark presenting a composite score and dimension-specific scores to reveal where agents excel or need improvement. Our methodology, metrics, and their definitions are described in this technical blog.

Results

In evaluations completed on December 4, 2025, using the Sales Qualification Bench, Sales Qualification Agent outperformed ChatGPT on each of the three jobs required for sales qualification:

1. Research: The Sales Qualification Agent outperformed ChatGPT with 6% higher aggregate scores, leading on relevancy and completeness in research results that highlighted the lead company’s interest in the seller’s offerings.
2. Outreach: Sales Qualification Agent demonstrated 20% better results compared to ChatGPT, generating email drafts with accurate personalization and mentions of relevant recent events that will resonate with the lead.
3. Engagement: Sales Qualification Agent’s email responses to engage a lead over a multi-turn conversation scored 16% higher than ChatGPT’s. SQA generated emails that responded to the lead’s questions with accurate answers that develop their purchase interest and with precise discovery questions that qualify the lead before handing off to a seller.

In addition to performing better on these metrics, Sales Qualification Agent has the ability to run autonomously, which can help significantly reduce the time spent generating pipeline while helping sales teams build better quality pipeline.

Sales Qualification Agent scores well on these three jobs as its optimized for sales-specific scenarios and uses the following techniques to get great results:

1. It uses agentic Retrieval Augmented Generation (RAG) to relentlessly research each lead, ensuring greater completeness. More on this in the following section.
2. With knowledge of what the company sells, it can contextualize every workflow to increase relevancy for both the seller and the lead.
3. It can retrieve organizational knowledge from attached documents and internal repositories like SharePoint with greater precision, boosting accuracy of its responses when engaging with the lead.

The technical blog details which metrics SQA excels at relative to ChatGPT, where it falls short, and why.

Translating evals to real-world impact

Running evals led to major Sales Qualification Agent improvements during its six-month preview. Early results prompted us to try agentic AI design patterns, especially agentic RAG, which improved our company research by allowing iterative web searches and real-time reasoning. They also led us to enhance data coverage by auto-linking existing CRM records to each lead and inferring company names from lead emails. These updates provided sellers with deeper insights, revealing strategic opportunities and risks beyond basic facts.

For instance, when researching leads for a security company, Sales Qualification Agent can link news on recent cyberattacks to increased demand for its software. As highlighted in the technical blog, research synthesized by the agent makes such inferences more consistently than ChatGPT. Enhancing the agent’s research also improved the relevance and personalization of outreach emails, helping agents better engage leads and clarify their ability and intent to purchase before handing them off to sellers.

Sandvik Coromant, a leader in precision cutting tools, partnered with us to pilot Sales Qualification Agent for their Digital Commerce program. After the updates, Pia Cedendahl, Global Sales Manager for Strategic Channels/Partners and Online Sales, noted, “Sales Qualification Agent’s answers became far more on-point to our business—it’s like having a research assistant that already understands what we care about.” Sandvik Coromant saw improved lead conversion and higher engagement from their Digital Account Managers, validating the impact of our evaluation-driven approach. Pia joined Microsoft leaders at the Microsoft Ignite 2025 session, “Accelerate revenue and seller productivity with agentic CRM,” where she shared how the team saved more than 120 hours and $19,000 in just the first three weeks since launching a pilot, and forecasted a 5% increase in revenue with full rollout.

Better insights, more personalization, proven value

Equipped with agentic AI design and backed by data-driven evaluation, customers can confidently use the Sales Qualification Agents so that:

• Sellers receive comprehensive company overviews, timely news highlights, and actionable recommendations that are consistently delivered with high quality—drawing a clear line from insight to action.
• Sales leaders can expand their qualified pipeline cost efficiently, with the agent ensuring high lead quality.
• Prospects benefit from more personalized outreach, enhancing their experience and supporting increased conversion rates.

What’s next

We’ll continue to refine Sales Qualification Agent using agentic design patterns, aiming to make every improvement measurable and meaningful. Stay tuned for the full evaluation results and methodology for the Sales Qualification Bench, which will be published for transparency and reproducibility. We also intend to add more evaluation frameworks and benchmarks to the Microsoft Sales Bench collection including benchmarks that cover future sales agent capabilities.

¹ChatGPT pricing page, accessed November 24, 2025

The post Dynamics 365 sets the bar for agentic sales qualification on new benchmark appeared first on Microsoft Dynamics 365 Blog.

The way we work is transforming. Generative AI and agentic business applications are catalysts for a profound shift in how we create, collaborate, and make decisions. What once took hours now happens in moments. Ideas move faster, insights surface sooner, and the boundaries between human creativity and machine capability are blurring. This isn’t the future—it’s unfolding now, and it’s changing the very fabric of how businesses operate.

It’s a move from systems of record to systems of action. In this new era, AI agents go beyond support—they help interpret signals, uncover patterns, and initiate actions and continuously optimize processes on your behalf. At Convergence 2025, December 9–12, we’ll explore how organizations can build an AI-first autonomous enterprise powered by data, copilots, and agents working together across Microsoft Dynamics 365 and the Microsoft Cloud.

From automation to autonomy: The AI-first organization

Businesses have long pursued automation to streamline operations. The next leap is autonomy—systems that interpret signals across the business, adapt workflows in real time, and anticipate decisions. Autonomous enterprises go beyond efficiency—they are driven, adaptive, and human-centered, with intelligent systems that understand context, collaborate across processes, and deliver measurable outcomes.

We believe the recognition of Microsoft Dynamics 365 Leader placement in Gartner® Magic Quadrant™ and IDC MarketScape reports reinforces our ability to connect front-end and back-end operations into one intelligent ecosystem. Our leadership is grounded in the breadth of the Microsoft Cloud, the depth of our data estate, and our ability to bring AI, analytics, and business applications together as a unified platform to accelerate end-to-end AI transformation.

Agentic business applications are built on three connected pillars: data, Copilot, and agents—working together to change how work gets done.

1. Data: The foundation of agent autonomy

Most business processes begin with data. Finance close, order-to-cash, customer insights, case resolution, supply chain planning, field service, HR workflows—each depends on complete, connected, trusted information. When this data is fragmented across systems, agents can’t act with autonomy, and AI can only answer questions instead of accelerating outcomes.

Dynamics 365 spans both front-office and back-office operations—customer relationship management (CRM) and enterprise resource planning (ERP)—providing a continuous, end-to-end view of customers, employees, finances, supply chain, and operations. This structured, governed, and auditable data is the backbone of business processes—how work flows, how controls are enforced, and how organizations maintain compliance at scale.

As business model innovation becomes even more important, we continue to invest deeply in these core applications. We’re expanding capabilities across ERP and CRM, investing in bringing Microsoft Fabric, Microsoft Copilot Studio, and Microsoft Power Platform closer to Dynamics 365 than ever before. From connected frontlines to adaptive supply chains, business applications are becoming composable, intelligent, and outcome-driven—helping customers innovate more quickly while maintaining trust, security, and governance, adapt faster, redesign workflows, and build the operational integrity required for agent-powered processes. At Convergence 2025, you’ll see how Dynamics 365 continues to evolve as the operational engine of AI-first organizations.

At Microsoft Ignite 2025, we announced major advances in how agents connect with ERP systems. The Dynamics 365 ERP Model Context Protocol (MCP) server is evolving from static actions to a dynamic, configurable framework that adapts as business needs evolve. A new analytics MCP server extends this capability to structured metrics and insights, supporting agents to reason over governed operational and financial data—not snapshots or exports, but live business signals. Together, these updates unify data, logic, and actions into a common protocol that can simplify integration and accelerate automation.

And with MCP designed for massive scale—including support of millions of ERP actions—organizations gain the performance and extensibility required for agent-powered business processes at enterprise scale.

The entire Microsoft data and application stack—Dynamics 365 ERP and CRM, Dataverse, Fabric, and more—forms the operational engine of agentic transformation. It provides the structure, governance, and adaptability required to support AI-powered business models and next-generation workflows.

2. Microsoft 365 Copilot: Your strategic productivity partner

Copilot continues to help transform productivity across many roles. It helps sales teams move deals forward, finance teams accelerate reconciliation, and service teams resolve issues before they escalate. But Copilot is more than an assistant—it’s the connective layer that links people, data, and systems, understanding intent, orchestrating workflows, and guiding decisions across Dynamics 365, Power Platform, and Microsoft 365.

3. Agents: Plan, decide, and act

We expect AI agents will be core to how businesses operate—planning, deciding, and acting across systems to accelerate outcomes. These agents will interpret signals, identify patterns, and initiate actions to keep the business in motion.

Microsoft’s strategy spans the full agent ecosystem: first-party embedded agents inside Dynamics 365, agents for specialized industries that can be customized and extended by partners, specific partner-built agents, and custom agents created by organizations through Microsoft Copilot Studio. All share the same security, governance, and identity foundation.

For small to mid-sized businesses, Dynamics 365 Business Central brings agents directly into everyday finance and operations. The Sales Order Agent creates, validates, and updates sales orders which can help improve accuracy and speed by reducing manual entry and exception management. The Payables Agent automates vendor invoices and reconciliations, improving control while freeing finance teams from repetitive tasks. Together, these agents help Business Central customers modernize core processes with governed, AI-powered actions that keep work flowing across purchasing, sales, and accounting.

Across Dynamics 365 finance and operations, embedded agents are transforming core processes—from time and expense entry in Project Operations, to supplier outreach in Supply Chain Management, to reconciliations in Finance and technician scheduling in Field Service. These agents help reduce manual effort and bring greater precision and autonomy to everyday operations.

At Convergence 2025, we’re also thrilled to announce the public preview of the Product Change Management Agent Template—an AI-powered solution that transforms how manufacturers manage the process of change across equipment, products, and processes changes. Built on Copilot Studio, the agent automates workflows and connects critical systems, helping teams cut approval times from weeks to days, reduce errors, and bring innovations to market, faster. Learn how customers like Coca-Cola Beverages Africa (CCBA) are using this agent template to optimize their manufacturing operations.

Partner-built agents that extend industry workflows

Partners are building agents that extend domain workflows and connect directly to Dynamics 365 through the MCP. These solutions show how agent-to-agent coordination and cross-system reasoning will define the next era of enterprise automation.

Shop Floor by RSM helps manufacturers gain real-time visibility across production by bringing job details, quality checks, and operational signals into one experience. It can surface issues as they occur and support teams in resolving them quickly, helping to reduce disruptions and maintain consistent output. By connecting workers, data, and actions on the floor, the agent can support more resilient, adaptive manufacturing operations.

The PayFlow Agent by HSO helps finance teams manage vendor payment inquiries with greater speed and accuracy. It analyzes incoming emails, retrieves live payment data from Dynamics 365, and responds with up-to-date status information—which can reduce manual effort and help vendors receive clear, timely communication. The agent streamlines payment cycles and can improve transparency across accounts payable.

The Quality Impact Recall Agent by Cegeka helps organizations identify product quality issues and trace their impact across inventory and customer shipments. It coordinates notifications, guides corrective steps, and streamlines recall preparedness, which can help teams act quickly when risks emerge and maintain trust in the products they deliver.

Factorial connects to the Dynamics 365 Business Central MCP Server to deliver a new agent-to-agent experience. You can use a single Copilot interface to pull, exchange, and act on data across the systems. For example, within expense workflows, Factorial’s agent can request, validate, and reconcile financial data directly with Business Central.

Zensai’s agent integrates with Dynamics 365 Business Central to transform an organization’s operational signals into aligned goals and check-ins inside Microsoft 365. Built in Copilot Studio and connected through MCP for Dynamics 365, the agent converts finance, compliance, HR, and sales insights into structured, cascaded goals within Perform 365. At Convergence 2025, you’ll see how these first-party, partner, and custom-built agents form a connected ecosystem—and how organizations are already using them to move from automation to autonomy.

Convergence 2025

Convergence has always been where our community comes together to learn, connect, and imagine what’s next—and this year we’re reigniting that tradition at a moment of extraordinary change.

Throughout the event you’ll see how organizations are moving from systems of record to systems of agency, and how you can apply these ideas to accelerate your own AI transformation. I’m excited for you to experience everything we’ve been building.

• Learn more about Convergence
• Explore agentic business applications and agentic ERP solutions
• Sign up to receive 2026 Convergence updates

The post The era of agentic business applications arrives at Convergence 2025 appeared first on Microsoft Dynamics 365 Blog.

In today’s retail landscape, payments have evolved into a strategic inflection point—where customer expectations, brand trust, and operational efficiency converge. No longer just the final step in a transaction, payments shape the overall customer experience and directly influence conversion, satisfaction, and loyalty. As consumers engage across physical stores, mobile apps, and digital platforms, they demand seamless, secure, and flexible payment options tailored to their context. At the same time, as retailers expand into new geographies, they must navigate a complex landscape of local payment preferences, regulatory complexities, and asynchronous processing requirements. Retail payment innovations are clearly needed.

A New Solution in Partnership with Adyen

Meeting these demands requires a payment infrastructure that’s not only omnichannel and secure, but also globally adaptive—capable of scaling across geographies while delivering localized, compliant, and consistent checkout experiences. In short, payments are not just an operational necessity—they’re a growth lever and competitive differentiator in an increasingly borderless retail economy. Dynamics 365 Commerce, in partnership with Adyen, offers a native payment connector which enables retailers to meet this challenge head-on, offering a modern approach to payments that supports global expansion, operational efficiency and elevates customer experience. 

Adyen is a global payment platform serving almost 100 countries and expanding rapidly. It supports a wide range of payment methods across regions and channels—from credit cards and digital wallets to Pay by Bank (open banking) and BNPL providers. Its unified commerce approach allows retailers to consolidate payment processing, fraud prevention, and reporting into a single system. The payment connector to Adyen is maintained and continuously enhanced by the Dynamics 365 Commerce product team in close collaboration with Adyen, which not only reduces technical overhead, but delivers secure, flexible checkout experiences across both physical and digital storefronts.  Recent updates focus on enabling secure, mobile-ready operations—empowering retailers to offer greater payment flexibility to consumers while positioning their businesses for future geographic expansion. 

Let’s explore some of the latest retail payment innovations helping retailers achieve these strategic goals. 

Wallet Payments 

NFC based wallets like Apple Pay, Google Pay, and Samsung Pay have moved from novelty to necessity. These contactless options not only offer enhanced security through tokenization but also speed up checkout times significantly. In addition to NFC wallets, the QR code-based wallets like Alipay, WeChat Pay, PayPay etc. enhance customer convenience and satisfaction. These digital payment methods offer a fast, secure, and contactless way to complete transactions, catering to the growing preference for cashless payments. Dynamics 365 Commerce leverages Adyen to help the merchants easily enable these wallets, and attract a broader customer base, including tech-savvy shoppers and international tourists who rely on these platforms. 

Buy Now, Pay Later (BNPL) 

BNPL services have exploded in popularity, particularly among younger shoppers. By offering instant financing options at the point of sale, retailers can increase average transaction values while giving customers the flexibility they crave. Merchants using Dynamics 365 Commerce with Adyen connector can leverage BNPL providers such as Klarna and Affirm in stores which can help increase the Average Order Value without burdening the customer’s wallet. 

Mobility to In-Store Payments 

Enabling store associates to take payments wherever the customer significantly enhances the shopping experience by offering convenience and flexibility. This fundamentally changes the in-store experience by: 

• Reducing checkout lines and waiting times 

• Enabling personalized service where customers are, rather than forcing them to a central checkout 

• Allowing for immediate product information, inventory checks, and payment processing in a single interaction 

• Creating opportunities for clienteling and relationship-building throughout the shopping journey 

 A development in retail payments is the rise of using mobile phones for payment capture, particularly Apple’s Tap to Pay on iPhone. This technology transforms standard iPhones into payment terminals, eliminating the need for traditional POS hardware. Merchants can now run the Store Commerce application on iPhones and leverage Adyen connector to accept the NFC based card payments on the iPhones. 

 Similarly, Android-based All in one payment terminals such as Adyen’s Castle devices enables the retailers to run the Store Commerce app from Microsoft and capture card and wallet payments.  

Pay by Link 

The Tap to Pay on iPhone is great for NFC based card payments while Android Castle devices are great for all types of cards i.e., with or without NFC chips and QR code-based wallet payments, however, supporting local payment methods which require asynchronous processing is usually a challenge. These payment methods require the commerce solution to listen to payment notifications from the payment processor and process the transaction accordingly. Dynamics 365 Commerce now supports a new payment method from Adyen named Pay by Link which generates an Adyen hosted payment link. Opening the link directs the in-store customers to a secure checkout page on their phones, enabling various payment methods supported by Adyen, including the local payment methods which require asynchronous processing.  

It’s important to call out that the Pay by Link payment method does not require any specialized hardware such as payment terminal or special tablets and does not even require a hardware station which means that even the web-based cloud point of sale can accept digital payments without a need to maintain a hardware station in the store. Pay by Link can be very effective for line busting scenarios as the store associate can scan the customer items and generate a payment link for the customers and suspend the transaction. The customers can make a payment while in line and when they reach the cashier’s counter, the cashier can recall the suspended transaction, print receipts and complete the transaction. 

 Using these various options, Dynamics 365 Commerce empowers merchants to accept payments anywhere—from pop-up shops to home delivery—while maintaining brand consistency and security standards. These mobility options also enable a more efficient use of floor space and help merchants to rapidly scale operations for seasonal demands without investing in additional terminals. 

Intelligent payment routing: the hidden cost-saver 

While consumers rarely think about payment processing networks, retailers know that every transaction carries costs. When a customer uses a debit card, the transaction can potentially be processed through multiple networks. While many retailers default to major card networks, regional debit networks like STAR, NYCE, and PULSE often offer substantially lower interchange fees. 

Merchants using Dynamics 365 Commerce can now benefit from Adyen’s capability to automatically identify eligible transactions and route them through the most cost-effective network. A retail payment innovation resulting in significant savings for merchants —without any change to the customer experience. 

Productivity through consistent user experiences 

The benefits of modern payment solutions extend beyond the customer-facing advantages to significantly impact associate productivity. When store employees interact with a consistent, intuitive user interface across all point-of-sale functions, training time decreases while efficiency soars. 

Dynamics 365 Commerce now supports a unified payment experience across all payment methods. This enhancement is aimed at eliminating the cognitive burden of switching between different interfaces for various payment methods. Associates can move seamlessly from processing a standard credit card payment to handling a BNPL transaction or a gift card payment without missing a beat. This consistency reduces transaction errors, speeds up checkout times, and allows staff to focus on customer service rather than struggling with cumbersome payment processes.  

The new payment flow is really a step in the right direction. There are numerous options available today, whether it’s cryptocurrency, financing, or other digital payment methods. The ability to easily navigate payment is important for both our company and the customer. Everyone will have a preference and being able to accommodate that easily allows our staff to focus on the customer instead of trying to coordinate complex exchanges between systems. We see a lot of potential in this style of payment flow, streamlining the process and reducing unnecessary button grids.

– Chad Davison, IT Systems Team, Memory Express Inc. 

Embedded fraud protection: securing the transaction ecosystem 

As retail payment innovations evolve, so do the tactics of fraudsters. Retailers with robust fraud protection not only minimize direct losses but also preserve customer trust. Dynamics 365 Commerce now enables the merchants to leverage the built-in risk management capabilities in Adyen for ecommerce and Pay by Link transactions. Any fraudulent transaction prevented represents both saved revenue and a protected customer relationship.   

Enabling post-visit and remote payment experiences 

Dynamics 365 Commerce continues to expand its support for asynchronous payments, aiming to give merchants greater flexibility in how and when customers complete transactions. One such planned future enhancement is the ability for store associates to generate orders—including shipping details—and send a secure payment link to the customer, enabling them to finalize the purchase at their convenience. If payment isn’t completed within a specified timeframe, the system can automatically cancel the order and release the inventory. 

This approach supports more flexible purchasing journeys, for example, when a customer needs time to consider a larger purchase. Future enhancements also aim to extend this capability to call centers, allowing representatives to send secure payment links instead of collecting payment information over the phone. This would support additional modern payment methods and improve both security and customer experience for remote transactions. 

Bringing It All Together 

Retailers making the most of today’s retail payment innovations often take a unified approach, treating technologies like digital wallets, BNPL, Pay by Link, and mobile SoftPOS not as isolated tools but as components of a cohesive payment strategy. With support for these capabilities, along with Adyen’s built-in risk management and intelligent routing features, Dynamics 365 Commerce helps merchants design payment experiences that can enhance convenience, improve operational flexibility, and support security standards. 

As the payment landscape continues to evolve, success will hinge not on selecting a single technology, but on integrating multiple options to align with customer preferences and operational needs. By building a flexible, future-ready payment foundation, retailers can better adapt to changing expectations and create experiences driving efficiency and customer satisfaction. Learn more about other retail payment innovations, along with what is new and what is coming to Dynamics 365 Commerce in our release planner.  

The post Next-Gen Retail Payments: Trends, Tech, and Transformation using Dynamics 365 Commerce + Adyen  appeared first on Microsoft Dynamics 365 Blog.

As finance leaders scale to meet growing business complexity—spanning global entities, evolving regulations, and rising business performance demands—the pressure is on to do more than close the books. Today’s finance organizations must move faster, manage risk more proactively, and adapt dynamically.

That requires more than automation, it demands a new era of ERP. One where systems don’t just record and report, but act, learn, and adapt—where AI agents, embedded in everyday workflows, help finance teams manage complexity, reduce manual effort, and accelerate decision-making.

At Gartner CFO & Finance Executive Conference 2025—taking place at the Gaylord National Resort and Convention Center—we’re showcasing how Microsoft is enabling this shift. Visit our team of technical specialists at Booth #313 and attend our keynote to see how Microsoft is helping finance teams develop and implement AI strategies that align with business goals—without compromising on governance, compliance, or security.

Global-scale financial operations for the modern CFO

As organizations adapt to shifting markets—whether by entering new regions, adjusting product strategies, or responding to evolving regulations—financial operations become more complex. Finance teams are tasked with managing activity across multiple legal entities, currencies, and accounting standards, all while ensuring accuracy, compliance, and transparency. What was once the domain of large multinational companies is now a day-to-day reality for businesses of all sizes. As a result, global-scale financial operations have shifted from being a specialized need within your business systems to a core capability.

This evolving reality is creating a new baseline for finance transformation. Global-scale financial operations are no longer a niche requirement—they’re an operational necessity. Finance teams must support complex processes like consolidation, allocations, revaluation, and compliance across geographies and systems, while maintaining accuracy and transparency.

Microsoft Dynamics 365 Finance provides this foundation with capabilities that include:

• Multi-entity journal processing from a single experience.
• Multi-ledger automation to support International Financial Reporting Standards (IFRS), United States Generally Accepted Accounting Principles (US GAAP), and local standards.
• Cross-entity allocations, revaluations, and close activities.
• Shared hierarchies for business units, customers, vendors, and financial dimensions.
• Integrated consolidation and reporting across systems and geographies.

These features help finance organizations simplify complexity and operate with greater agility and precision—without increasing overhead.

Investing in the future of global-scale finance and agentic operations

As business models continue to evolve and financial complexity deepens, Microsoft is making foundational investments to support the next generation of finance operations. Our roadmap for Dynamics 365 Finance focuses on deepening multi-entity and multi-ledger capabilities, accelerating period-end close, and enabling flexible data hierarchies across legal entities, currencies, and accounting standards. Here are a few things we’re investing in:

• Multi-entity and intercompany operations are often constrained by fragmented processes and manual handoffs across legal entities. A new approach is needed to streamline activity across the organization, reduce duplication, and increase control—all without scaling up effort or cost.
• Multi-ledger accounting is becoming essential as more companies operate in jurisdictions that require parallel accounting standards. Traditional methods often rely on offline reconciliation or separate systems. We’re investing in ways to maintain compliance and transparency while reducing complexity.
• Accelerating period-end close remains one of the most persistent challenges for finance teams. Time-consuming reconciliations, disconnected systems, and limited visibility into task status slow down the close. We’re focusing on integrated task orchestration, automation, and embedded intelligence to improve agility and confidence.
• Flexible data hierarchies are increasingly essential as organizations grow and restructure—they help introduce new business units, financial dimensions, and operational models. We’re evolving to provide more support for shared, adaptable hierarchies across entities and dimensions to improve enterprise-wide reporting, planning agility, and compliance alignment.

At the center of this is a new vision for ERP—one that supports your organization’s shift to a more autonomous enterprise. This model brings together adaptive user experiences, AI agents, and a set of modular, extensible capabilities that can be accessed across applications and workflows. Finance professionals can interact with the system in natural language, receive guided recommendations, and delegate tasks to AI-powered agents embedded directly within their daily workflows. At the same time, these systems are becoming more interoperable—able to connect data, coordinate actions, and deliver outcomes across complex organizational structures.

We’re building financial operations solutions that don’t just keep pace with change, they help you lead it.

From intelligent tools to more autonomous financial operations

While intelligent automation has improved efficiency across finance processes, the next phase of transformation will require more than assistance. This next phase calls for intelligent systems that act with autonomy and help finance teams stay ahead of increasing demands.

Microsoft is delivering both embedded and the ability to build AI agents to support this shift:

• The Account Reconciliation Agent, embedded in Dynamics 365 Finance, helps automate transaction matching, flag discrepancies, and reduces time spent on period-end close activities. Watch the Account Reconciliation Agent here.
• The Finance Reconciliation Agent, available in Excel, enables intelligent reconciliation of data sets from across the business using familiar tools. Watch the Finance Reconciliation Agent here.
• Custom finance agents, built with Microsoft Copilot Studio, allow organizations to design their own agent experiences—supporting processes like allocation modeling, compliance validation, or internal control workflows tailored to their unique operating model.

This approach to AI implementation represents a new layer of the finance IT stack—one that not only reduces manual workload but allows you to use and create agents that work for you to enhances accuracy, accountability, and insight.

Gartner CFO & Finance Executive Conference 2025

Learn how Microsoft helps finance teams develop and implement AI strategies.

Register today

Visit Microsoft at Booth #313

If you’re attending Gartner CFO & Finance Executive Conference 2025, we invite you to connect with us in person.

At Booth #313, you can:

• See Microsoft’s first-party finance agents in action.
• Explore how Dynamics 365 is powering global-scale financial operations today.
• Learn how to build custom agents with Copilot Studio.
• Hear how Microsoft’s own finance organization is applying these tools to modernize operations.

Join us for our featured session on May 20 at 3:15 PM Eastern Time (UTC – 4) in Potomac B, available on-demand to attendees only:

• Session title: Unlocking Business Value with AI-Enabled Outcomes
• Speakers: April Olson (Dynamics 365 Finance), Cory Hrncirik (Modern Finance), Stephanie Dart (Product Marketing)
• What to expect: Learn how Microsoft is applying cutting-edge AI to transform finance operations—from reconciliation and forecasting to policy guidance and close review. We’ll share practical examples from our own finance organization, highlight new agent capabilities, and offer guidance on how to begin implementing agent-based automation in your own enterprise.

Whether your finance team supports 10 legal entities or hundreds, the tools to manage complexity, enhance insight, and drive transformation are available now.

Let us show you what’s next in financial and agentic operations, and how Microsoft can help you lead the way.

The post See what’s next in financial operations from Microsoft Dynamics 365 at Gartner CFO & Finance Executive Conference 2025 appeared first on Microsoft Dynamics 365 Blog.

Microsoft Copilot for Sales is reimagining sales. Integrated seamlessly into your daily tools across Microsoft 365 and Teams, Copilot for Sales harnesses the power of generative AI and customer data to keep sellers in their flow of work so they can spend more time with customers.  

We’re excited to announce improved extensibility for 3^rd party insights in email summaries in Outlook, allowing partners to surface richer sales insights. We’re also delivering the ability to Save AI notes to CRM (both Microsoft Dynamics 365 and Salesforce) directly from the meeting recap, allowing sellers to be able to save meeting notes directly to CRM.  

Capabilities highlighted below are being released this month. It may take time for specific capabilities to reach every tenant in each market. We look forward to bringing you even more features in the coming months!  

In Outlook  

Improved email summary extensibility for richer third-party insights 

Email summaries can now show richer third-party insights. As of this month, the extensibility API now passes more input parameters such as resource data and related entities. Resource data includes the full email content and metadata, message ID, conversation ID, and CRM related entities. Third parties can leverage the additional data to improve the quality of their insights. 

These insights appear in: 

1. The email summary on the Outlook canvas (that Premium users see) 

2. The Key email info card in the Outlook side pane (that Standard users see). 

In Teams 

Easily save meeting notes to CRM following Teams meetings 

Today, sellers receive AI generated meeting notes following a meeting as part of Teams’ recap capability, but it is difficult to manually save the notes to CRM. Starting this month, sellers can save AI generated meeting summaries to CRM directly in Teams, eliminating manual logging and context switching. Sellers can also edit the meeting summaries before saving to CRM. This not only saves time but also ensures that your organization’s business data remains up to date and accurate. 

As a seller, you can update your CRM directly from the post-meeting Microsoft Teams recap page. Select the Sales button to see sales-related insights.  

Select Save to CRM to update your CRM by performing the following actions:  

• Review and edit the AI-generated meeting summary prior to saving. 

• Link the meeting entity  to a record of your choice.  

By default, meeting summaries are saved to the description field of the appointment in Dynamics or event in Salesforce for the sales team to access. For custom entities, admins will choose the save field.  

Get Started 

Join us and other top-performing sales organizations worldwide. Reach out to your Microsoft sales team or visit our product web page. 

Install Copilot for Sales. Have a look at our deployment guide for Dynamics 365 Sales users or our deployment guide for Salesforce users. 

Learn more 

All the details. Check out the Copilot for Sales product documentation. 

The latest tips…and more. Copilot for Sales Tip Time can serve as a foundation for your training of Copilot for Sales users, customers, or partners! This content includes use cases and demonstrates how each feature will benefit sellers, administrators, and sales managers.  

The latest adoption resources. Visit the Copilot for Sales Adoption Center and find the latest information about how to go from inspiration to adoption. 

Stay connected 

Learn about the latest improvements before everyone else at https://aka.ms/copilotforsalesupdates. Join our community in the community discussion forum and we always welcome your feedback and ideas in our product feedback portal. 

The post What’s New in Copilot for Sales – April 2025  appeared first on Microsoft Dynamics 365 Blog.

Efficient supplier communication is the backbone of successful procurement operations. Yet, many purchasing teams face challenges such as manual processes, delayed responses, and missed opportunities for optimization. Microsoft Dynamics 365 Supplier Communication Agent is here to transform the way purchasing professionals interact with suppliers. Reimagining supplier communications in Dynamics 365 and enable leaner, faster, and more accurate workflows. 

The Problem: Manual Processes and Lost Time 

Purchasing personnel often spend up to 50% of their day managing supplier communications. This includes tasks such as: 

• Sending purchase orders to suppliers. 

• Following up on delayed orders. 

• Updating purchase orders based on supplier emails. 

These manual, repetitive tasks not only consume valuable time but also increase the risk of errors, delayed orders, and lost revenue due to customer dissatisfaction. 

The Solution: Supplier Communications Agent in Dynamics 365 

The Supplier Communications Agent processes inbound and outbound communications with suppliers, allowing purchasing teams to focus on higher-value tasks. Here’s how it works: 

Key Features 

1. Follow-up: The agent  follows-up with suppliers con delayed and missing confirmations, eliminating avoidable delays due to oversight.   

2. Updates based on emails from suppliers: It reads incoming emails, understands the intent, and extracts relevant data to summarize changes or update purchase orders.  

Let’s see in detail below.  

Follow up on delayed or unconfirmed orders 

Define the follow-ups based on the criteria you would like, such for unconfirmed orders for the next week or month, or for orders that have not been received after two days. Configure your own criteria and define which tone, information and even signature you would like on the email.  

Configure the criteria yourself as in the following image: 

And have the emails drafted for your review as shown below: 

Or if you prefer, send them automatically. Plus, email is written in the supplier’s language.  

Updates based on emails from suppliers 

• Updating to confirm orders: The agent scans supplier emails and suggests to update the purchase orders when a confirmation is received. 

• Managing delivery changes: The agent identifies changes in delivery quantities and receipt dates, allowing purchasing agents to review and easily accept updates. 

Select which mailbox you would like the agent to monitor; it could be your common procurement mailbox or each user if you use the purchaser’s mailbox for communications. Then you select which suppliers’ addresses you would like to enable the agent for. If you wanted to start with just a few until you are on your way to automating all communications, then that’s something you can do. 

After setup, the agent will automatically read the emails and show you the summary: 

You can also teach the agent, so it becomes smarter and smarter over time – for example, you can help it improve its data mapping from supplier emails or PDF documents to Dynamics 365  

Save your purchasing department’s time on repetitive tasks and streamline the process by just following up on them, as you will easily with the agent activity: 

Timeline and Availability 

The Supplier Communications Agent is rolling out in Public Preview with release 10.0.44.  Begin reimagining supplier communications today!

Dynamics 365 Supplier Communications Agent is revolutionizing procurement by streamlining supplier interactions, decreasing the risk of manual errors, order delays and ensuring seamless collaboration.  

The post Reimagining Supplier Communications with Dynamics 365 Supplier Communications Agent  appeared first on Microsoft Dynamics 365 Blog.

Microsoft is introducing a powerful Exchange integration feature in Dynamics 365 Field Service, designed to seamlessly sync work order bookings with Outlook and Teams calendars. This feature lets technicians see their work assignments, personal appointments, and other work meetings in one place. 

How it works 

With this integration, work order bookings from Dynamics 365 Field Service will automatically appear on resources’ Outlook and Teams calendars, provided they are set up for syncing. The synchronization process is: 

• One-way sync from Dynamics 365 to Exchange. 

• Fast and efficient, with a maximum sync time of 15 minutes. 

• Seamless—technicians no longer need to switch between applications to track their schedules. 

Key benefits 

This feature provides significant advantages for organizations managing field operations: 

• Enhances workforce efficiency by allowing technicians to operate entirely within Outlook. 

• Reduces scheduling confusion, ensuring all work orders and personal commitments are visible in one calendar. 

• Supports a modern experience, enabling frontline workers to use the Microsoft ecosystem for a seamless workflow. 

Getting started: Setup and requirements 

To enable the Exchange integration, organizations must meet the following prerequisites: 

• You must have an Exchange admin role for your tenant and either a Dynamics 365 System Admin role or the delegated mailbox approver role in Dynamics 365. 

• Exchange Server and Field Service must be in the same tenant. 

Availability and early access 

The Exchange integration preview is available starting April 2024! It will be available more broadly in Release wave 2 2025. 

Organizations interested in the Exchange integration preview can sign up or leave their email for more information by signing up here today. You’ll need to provide: 

• Org IDs for the organizations opting into the feature early. 

• A contact email for coordination with the product team. 

The post Integrate Field Service bookings with Outlook and Teams  appeared first on Microsoft Dynamics 365 Blog.

In today’s fast-paced digital era, many organizations are still relying on paper to capture inspection results. This method not only creates a lack of digital footprint but also demands significant effort to digitize the data. As organizations strive to transition to a digital world, the need for efficient data management becomes paramount. We are excited to introduce a preview for the inspection builder feature in Dynamics 365 Field Service.

The inspection builder addresses these challenges head-on, enabling organizations to seamlessly move from paper-based processes to a digital experience. It uses the power of Copilot to streamline inspection template creation, saving you time and effort in your journey to digitalize inspection workflows.

Meet the inspection builder

We’ve designed the inspection builder preview to take the hassle out of the process to digitize inspections. Whether you have images or PDF documents of the existing inspection forms – you don’t need to manually recreate each question in the Field Service inspection designer anymore. Simply upload the forms and let Copilot in Field Service do the heavy lifting. In no time, you will get the first draft that you can quickly tweak and publish for your technicians in the field.

It’s fast and context aware.

Inspection builder accounts for the context and uses the question types most appropriate for the content. For example, in the conversion example below, it added a date picker for date question from the form. It also recognizes other questions formats. For example, it created radio box options for each of the yes and no questions. With mobile data entry in mind, it also broke the table down into individual questions for easier data entry.

Inspection builder generates templates using the default “comfort” layout. However, you can change the layout to “compact” to better suit mobile devices.

Use the inspection builder

An administrator can enable this feature in Field Service Settings. Turn the Create inspection templates option on.

Explore the Create with Copilot option in the command bar on Inspection Templates in the Field Service app.

If it’s not immediately visible, check the overflow menu.

Upload the file and let Copilot give you a first draft of the template in the inspection designer.

Get ready for the future of inspections

We are excited to have you try this feature and look forward to your feedback. For more information, have a look at the inspection builder documentation. This is just the first of the updates we are expecting for inspections in Field Service in 2025. Stay tuned for more news and let us know how we can make this tool even better for your needs.

The post Inspection builder preview: digital transformation made easy with AI appeared first on Microsoft Dynamics 365 Blog.

Recurring maintenance, inspections, or repairs are common use cases for service-based organizations. Agreements in Dynamics 365 Field Service help streamline recurring operations consistently. You define the terms and conditions of your service contracts, such as frequency, duration, resources, products, and services involved–automate recurring work orders in Field Service. Through agreements, you can automate work order and booking generation, eliminating the need for manual creation and reducing administrative overhead. Providing services proactively can lead to better experiences for your customers and offer simple renewal and upsell opportunities. 

In this blog post, we’ll expand on the documentation about customer agreements  with a practical scenario setting up a Field Service agreement. We’ll discuss some best practices to help you maximize the benefits of automated, recurring service delivery. 

Sample scenario: Monthly service contract with a hospital 

Contoso provides maintenance services for hospitals. One of our customers wants us to recharge fire extinguishers quarterly and replace the filters for dialysis machines every month. Let’s have a look at how we can use agreements to automate recurring work orders in Field Service to address this scenario. 

Create an agreement 

Before creating an agreement, we need to consider who owns the agreement. We recommend using a system user or team user because agreement processes run with the permissions of the owner. In case it’s set to an individual and that person leaves the organization, the agreement will break. 

Fill in the agreement details such as start date, end date, service account, and price list. Then, we need to define the work orders to be generated and set up the corresponding agreement booking setup. For this scenario, we’ll create one work order every three months for fire extinguishers and one work order per month for each of the two dialysis machines at the hospital. Hence, we need to set up three agreement booking setup records which are tied to the same agreement. 

Set up quarterly work order generation 

An agreement booking setup record defines the recurrence and properties of the work orders that the system will generate. In this example, we create the work order a week ahead of the month they need to be performed in. This proactively load balances work each month. Set Generate Work Order Days in Advance to 7 days in the Work Order Settings section instead of using the agreement booking setup’s recurrence. This way we separate the terms of the agreement from when we need the work orders generated by for planning. 

We can also choose to have bookings automatically created against the generated work orders by enabling the Auto Generate Booking option. This creates the booking for the preferred resource according to the other options set in the booking settings of the agreement booking setup record. Keep in mind that these bookings don’t consider any other logic like the resource’s availability or working hours.  

The pre and post booking flexibility and time window fields help set up the work order to be scheduled via the schedule assistant. By setting the Post Booking flexibility to 30, we are setting the promised time window on the work order from the first of the month to 30 days later. The promised time window of generated work orders will always stay within the agreement start and end date, regardless of the booking flexibility window. 

Next, we need to set the Booking Recurrence to make sure we honor the terms of our service contract. For the quarterly fire extinguisher maintenance, we set the recurrence pattern to repeat monthly and create work orders on the first weekday of every third month. The start date corresponds to the start date of the agreement and has no end date defined.  .  

Monthly work order generation for assets 

The agreement booking setup details will be like the fire extinguisher maintenance.  

The filter maintenance for the dialysis machines needs to happen every month, so we set the recurrence pattern to the first day of every month for both agreement booking setup records. Like the quarterly recurrence, we set the start date to the start of our agreement contract with no end date. 

Because the dialysis machines exist as customer assets in our Field Service database, we use an incident type to apply a template with the right services, products, or characteristics for the work. Defining the incident type helps us set up recurring work orders for that asset. We will create two agreement booking setups, one for each asset. 

Activate and manage the Agreement 

With the fire extinguisher and dialysis machine maintenance in place, the agreement is ready for activation. Monthly and quarterly work orders will generate automatically, keeping the hospital’s critical assets up to date without manual intervention. 

When using many agreements to generate thousands of records, stagger their generation times to optimize the load on the system. You can use the Record Generate Time field to coordinate the timing or schedule of the load outside of business hours. 

To manage this agreement effectively: 

• Monitor and Adjust: Regularly review the work orders generated to ensure they meet contract terms and adjust as needed. 

• Prepare for Renewals: Use the regular touchpoints created by this agreement to assess additional client needs, preparing for renewals and potential upselling opportunities. 

Field Service agreements offer a powerful way to automate recurring work orders and other services, ensuring consistency and reducing administrative strain so businesses can deliver reliable service and focus on client satisfaction. 

As you try out agreements, we would love to hear how you think agreements should work and what you would like to see next in the product! Please connect with us on our community Ideas Portal! 

The post Use agreements in Field Service to automatically generate recurring work orders  appeared first on Microsoft Dynamics 365 Blog.