180Latest blog posts
View all
Like
(0)
Service Agent extends Dynamics 365 Customer Service beyond traditional assistance by enabling AI-powered actions across cases, knowledge, email, and workflow management in Microsoft 365 Copilot. The post From Answers to Action: What’s New with Co...
Like
(0)
Shadow Mode in Case Management Agent lets you evaluate AI on live production cases, without taking any action. The AI agent runs quietly alongside your human workflows. On real, incoming cases it observes, predicts, recommends, and simulates exac...
Like
(0)
Customer expectations have reset. Here’s how agentic AI across Microsoft 365 Copilot and Dynamics 365 helps sales and service teams meet the new standard—right in the flow of work. The post Moving sales and service organizations forward with agen...
Like
(0)
Service Agent is now generally available, helping customer service teams understand issues, find answers, and take action from one Copilot experience. Built on Microsoft 365 Copilot and Dynamics 365, Service Agent unifies customer, case, and knowl...
Like
(0)
Workforce engagement management in Dynamics 365 helps service organizations plan, manage, and improve performance across customer service reps and AI agents. With forecasting, scheduling, real-time adherence, AI Agent Estimator, quality evaluation...