CRM

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Customer stories
September 7, 2023
7 min read

From Microsoft to global brands, Dynamics 365 Copilot is helping transform customer experiences across service, sales, and marketing

Six months ago, we introduced Microsoft Dynamics 365 Copilot, the world’s first AI Copilot natively built for customer relationship management (CRM) and enterprise resource planning (ERP) applications.

Analyst reports
September 5, 2023
5 min read

IDC shares how generative AI transforms business processes within marketing, sales, and service

This post is authored by Gerry Murray, Marketing and Sales Technology Research Director, IDC; and coauthored by Carlena Neely, Product Marketing Manager, Business Applications, Microsoft.

A red-haired woman with a green shirt and glasses, sitting inside an office working on her laptop.

News and product updates
September 1, 2023
4 min read

Now generally available: The new Microsoft Dynamics 365 Customer Insights

At Microsoft Inspire 2023, we announced that we are bringing together Microsoft Dynamics 365 Marketing and Microsoft Dynamics 365 Customer Insights into one offer, enabling organizations to unify and enrich their customer data to deliver personalized, connected, end-to-end customer journeys across sales, marketing, and service.

Customer experience team meeting at large table smiling in discussion.

News and product updates
August 29, 2023
3 min read

Analyze the impact of AI-enhanced customer service with Copilot analytics

Copilot analytics in Dynamics 365 Customer Service offers deep insights into the operational impact of an organization’s investment in AI-enhanced customer service.

Semiconductor manufacturing worker communicates on Teams and utilizes a Guide to complete work using mixed reality on a HoloLens 2.

Thought leadership
August 17, 2023
4 min read

3 ways mixed reality empowers frontline workers

By integrating the physical and digital worlds, mixed reality brings a modern approach to role-based training, support and service, as well as knowledge transfer.

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Customer stories
August 17, 2023
4 min read

AI at your service with Copilot in Microsoft Dynamics 365 Field Service

The era of AI is here, and it’s transforming how companies service customers in the field.

A screenshot of two windows depicting Copilot in Dynamics 365 Field Service

News and product updates
August 9, 2023
7 min read

Introducing Copilot in Dynamics 365 Field Service, helping your frontline deliver exceptional service with next-generation AI

Delivering exceptional service is key for building customer preference and loyalty.

News and product updates
August 3, 2023
3 min read

Create cases, contacts, and accounts faster from notes on the timeline

Dynamics 365 Customer Service enables agents to create a new case or associate an existing case with notes they write on the customer timeline.

Female call center employee sitting at cubicle desk, using desktop computer with both hands on keyboard. Two monitors shown (no displays shown on screens).

News and product updates
August 2, 2023
2 min read

Conversation intelligence unleashes the potential of your sales organization

Effective communication is vital in building strong customer relationships and closing deals.

Engineer working at her desk; multi-screen workstation.

Customer stories
August 2, 2023
6 min read

The early reviews are in: Dynamics 365 Copilot helps to reclaim time, drive innovation, and engage customers

Only months after announcing copilot capabilities in Microsoft Dynamics 365 and Power Platform, employees at more than 63,000 organizations—including brands like 3M, Prada Group, Campari, and Kraft Heinz—have had the opportunity to experience some of the AI-assisted features firsthand—and the reviews are pouring in.

News and product updates
August 1, 2023
2 min read

Use Copilot with SharePoint knowledge to serve your customers

Customer Service administrators can easily configure Copilot settings to include an internal knowledge base or SharePoint.

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News and product updates
July 31, 2023
4 min read

Customer service is a (Microsoft) Teams sport

With the enhancements in this release wave, Teams collaboration features (embedded chat, swarming, and Teams meeting integration) are even more robust.

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