Product: Dynamics 365 Customer Service
Dynamics 365 Customer Service
Explore the latest in Dynamics 365 Customer Service. Learn how AI and automation can help enhance customer interactions and streamline service operations.
Use the Contact Center AI summary for call quality management
An update is coming to the closed conversation form in Dynamics 365 Contact Center. If the administrator has enabled the option, service reps can view the recordings and transcripts at the end of the conversation. They can also view sentiment analysis, key metrics, AI summary, post call survey results, and sessions in the conversation journey.
Naming updates to Copilot Service workspace and service representatives
In today’s fast-evolving customer service landscape, the integration of AI, such as Copilot and autonomous agents, is transforming how businesses interact with their customers. However, this advancement brings about the need for clear and precise terminology to avoid confusion.
Microsoft named a Leader in The Forrester Wave™: Customer Relationship Management, Q1 2025
Today, we’re delighted to announce that Microsoft has been named a Leader in The Forrester Wave™: Customer Relationship Management, Q1 2025.
The future of manufacturing with Microsoft Dynamics 365 is here—are you ready?
This week, thousands of manufacturers will gather at Hannover Messe 2025 for insights into the changing manufacturing landscape. Top of mind for many attendees is how AI will impact the manufacturing industry.
Teams Phone extensibility for Dynamics 365 Contact Center
Contact centers play a crucial role in delivering exceptional customer support and driving business growth. With the rise of digitalization and advanced technologies, AI and automation have become essential for streamlining operations, improving efficiency, and nurturing stronger customer relationships. Today during Enterprise Connect, we announced Teams Phone extensibility for Microsoft Dynamics 365 Contact Center.
Dynamics 365 Contact Center strengthens patient trust with HIPAA compliance
We’re excited to share that as of March 5, 2025, Microsoft Dynamics 365 Contact Center has officially become Health Insurance Portability and Accountability Act (HIPAA) compliant. This significant achievement highlights our dedication to security, privacy, and regulatory standards, particularly benefiting customers in healthcare.
Unlock the Customer Feedback Survey Agent powered by Copilot Studio
Contact center managers can use Copilot Studio Survey in the Contact Center admin center to dynamically respond to customer feedback. Traditionally, management can take a long time to act on the feedback that customers provide. Additionally, managers may have to use various tools to capture customer feedback across different channels.
Accelerating sales with unified data in the AI era
AI-powered customer profiling enables a shift from reactive decision making by sales teams to proactive customer engagement.
2025 release wave 1 plans for Microsoft Dynamics 365, Microsoft Power Platform, and Role-based Copilot offerings
We’ve published the 2025 release wave 1 plans for Microsoft Dynamics 365, Microsoft Power Platform, and role-based Copilot offerings. These plans are a compilation of the new capabilities planned to be released between April 2025 and September 2025.
Transition from Unified Service Desk to Customer Service workspace
On April 1, 2026, we are deprecating the Microsoft Dynamics 365 Unified Service Desk (USD) with CRM Online application. Its end of support date will be June 30, 2028. We are encouraging customers to use this extended deprecation period to transition to the Customer Service workspace application.