Content type: News and product updates
News and product updates​
Stay informed of the latest advancements, enhancements, and announcements in Microsoft Dynamics 365. We bring you the latest updates and news, essential for business decision-makers looking to stay ahead of the digital curve.
AI-powered proactive engagement and conversational journeys with Microsoft Dynamics 365 in public preview
Great customer service depends on delivering great personalized experiences. To meet these expectations, companies need to commit to keeping up with ever-evolving customer needs across every stage of that journey.
The autonomous enterprise: How generative AI is reshaping business applications
Today at Microsoft Build 2025, we’re excited to announce the new Model Context Protocol (MCP) servers for Microsoft Dynamics 365 ERP and CRM business applications.
Enhance supervisor visibility by monitoring waiting chats
In an asynchronous chat setup, it’s common for service representatives to place conversations in a waiting state — For example, they are waiting for the customer to respond with additional details.
Boost your team’s performance with the Adherence Tracker
Maintaining adherence to schedules and ensuring that service representatives are consistently available during their shifts is crucial for delivering exceptional customer service. The Adherence Tracker in Dynamics 365 Contact Center helps organizations monitor and manage service rep activities effectively, leading to improved performance and customer satisfaction.
Manage time-off requests with Dynamics 365 Contact CenterÂ
Dynamics 365 Contact Center provides an intuitive solution enabling service representatives to request, track, and manage their leave seamlessly. This streamlined process offers representatives clear visibility into their leave status, helping managers balance workforce coverage while accommodating employee preferences.
Stay organized with the Schedule Calendar in Contact Center
Dynamics 365 Contact Center provides a user-friendly Schedule Calendar for service reps, allowing them to easily view shifts, breaks, training sessions, and other scheduled activities—all from one convenient location.
A new era in business processes: Autonomous agents for ERP
Building on the initial wave of AI agents announced Microsoft is excited to announce that several new ERP agents will be available for public preview.
Shift planning and scheduling in Dynamics 365 Contact Center
Managing workforce availability efficiently is essential for delivering consistent and high-quality customer service. A well-structured shift planning and scheduling process ensures service representatives are assigned to the right shifts at the right time. This helps businesses maintain optimal service levels while balancing service representative workload.
Predict workforce capacity needs in Dynamics 365 Contact Center
In today’s fast-paced service landscape, ensuring the right number of service representatives are available at the right time is critical to maintaining efficiency and delivering exceptional customer experiences. Capacity planning in Dynamics 365 Contact Center empowers organizations to align workforce availability with service demand by providing accurate staffing forecasts.
Public Preview: Recruiting Add-on with AI & Scheduling Capabilities Now Available in Dynamics 365 Human ResourcesÂ
With the public preview of the Dynamics 365 Human Resources Recruiting add-on, IT administrators can now empower HR teams with a modern recruiting experience—built on Microsoft’s Power Platform and enhanced by AI and Microsoft 365 integration.