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Microsoft Dynamics 365...
Conversational CRM: How to use Sales Agent in Microsoft 365 Copilot (preview)
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Microsoft Dynamics 365...
How to use rich messaging in customer service to create better experiences
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Understanding the Dynamics 365 Quality Evaluation Agent: A Complete Breakdown
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Important M365 Sales Agent features coming in 2026 Wave 1 you need to know!
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Understanding the Dynamics 365 Quality Evaluation Agent: A Complete Breakdown

There is another member of the Dynamics 365 Customer Service/Contact Center agents that I haven’t had a chance to introduce to you yet. You’re probably already familiar with the Case Management Agent, Intent Agent and Customer Knowledge Agent whic...

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Important M365 Sales Agent features coming in 2026 Wave 1 you need to know!

If you thought the 2026 Release Wave 1 story stopped at Dynamics 365, think again, because the Sales Agent (previously known as Copilot for Sales) is where things start to get really interesting. In my previous articles, I walked through what’s co...

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What is coming to Dynamics 365 Sales in 2026 Release Wave 1

I am back with my third article in my series covering the 2026 Release Wave 1 for Dynamics 365, and this time we’re shifting our focus to Dynamics 365 Sales. The release notes dropped last month, and I’ve been making my way through all the updates...

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What is coming to Dynamics365 Contact Center in 2026 Release Wave 1

Learn all about what's coming to D365 Contact Center in 2026 Wave 1

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What is coming To Dynamics 365 Customer Service in 2026 Release Wave 1

Microsoft has just released the 2026 Release Wave 1 notes for Dynamics 365 business applications and the Power Platform, and of course I couldn’t wait to dive in! Over the past few days I’ve been digging through the details to get a better underst...

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Conversational CRM: How to use Sales Agent in Microsoft 365 Copilot (preview)

Learn how to enable Sales Agent in Microsoft 365 Copilot.

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Disposition Codes Explained: How to track and Report on D365 CS Outcomes

As a customer service leader, have you ever had the need to report on how customer service conversations actually end, not just that they happened? This is where disposition codes come in. Disposition codes in Dynamics 365 Customer Service and Con...

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Show/Hide custom buttons with PowerFX when a lookup column has no value

Show/Hide custom buttons with PowerFX when a lookup column has no value

dian74 2,481 Most Valuable Professional