Earlier this month I posted an article on how you can extend the Copilot that
sits inside of Dynamics 365 Customer Service by using Prompt Plugins. If you
haven’t had a chance to read that article yet, then you can do so here. In the
article I exp...
Not too long ago we saw a complete user interface refresh in Copilot Studio, and
a lot of new features that were announced during Microsoft’s Build event. One of
the things that was announced, was the ability to add knowledge sources to a
custom C...
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 t...
The preview feature that I am writing about today is a feature that a lot of us
have been waiting for! I am super excited that it’s finally here, and I think
this will be a game changer for service organizations! If you are familiar with
Dynamics ...
If your organization is using Dynamics 365 Field Service, then you probably have
seen the summarization feature for bookings and work orders. This feature is
currently in public preview and it uses artificial intelligence to generate a
recap for a...
If your organization is using Dynamics 365 Field Service, then you might have
come across a scenario where a field technician doesn’t need to fully complete a
work order, but instead they need to partially complete a work order. There
could be mul...
Here is another set of features that kind of snuck into Dynamics 365 Customer
Service without anyone noticing! At least I didn’t notice until I opened an
email message in Dynamics 365 Customer Service and saw some different options
available for m...
Believe it or not, I have actually received requests in the past where prospects
wanted the system to automatically create records in Dataverse or Dynamics 365,
which of course is kind of crazy! We always need to integrate with another
system, or ...
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