Audience type: IT decision maker
IT decision maker
Discover the latest updates, expert insights, and practical tips on leveraging Dynamics 365 to drive business success. Learn about new features, best practices for system management, and success stories from businesses using Dynamics 365.
Improve contact center operations with shift-based routing
Delivering timely, high-quality support requires more than skilled customer service representatives. It demands smart, real-time task assignment aligned with representatives’ availability. Shift-based routing in Dynamics 365 Contact Center introduces a powerful enhancement to unified routing by assigning customer interactions based on service representatives’ scheduled shifts.
Intent-based routing transforms customer support with AI
In today’s fast-paced digital world, providing exceptional customer service is more important than ever. One of the latest innovations in this field is intent-based routing, a capability that leverages generative AI to enhance customer interactions and streamline contact center operations. What is intent-based routing?
Email editor template changes in Dynamics 365 Customer Service
We are introducing an important update to streamline and modernize how email templates are created and edited. As of May 23, 2025, we are deprecating the legacy email template rich text editor and enhanced email template editor and moving to a single, modern email template editor for all users.
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.
Public Preview: Recruiting Add-on with AI & Scheduling Capabilities Now Available in Dynamics 365 Human Resources
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.
HR Features Improve Compensation and Benefits Management
Based on customer feedback and a focus on optimizing HR processes, we’re excited to introduce four enhancements in Dynamics 365 Human Resources. We designed these updates to streamline compensation management, improve benefits processing performance, and empower employees with more self-service capabilities.
Forecasting case and conversation volumes in Dynamics 365 Contact Center
Dynamics 365 Contact Center now includes advanced forecasting capabilities that enable organizations to predict case and conversation volumes with precision. By analyzing historical trends and applying AI-driven insights, businesses can anticipate customer demand, optimize resource allocation, and enhance service delivery.
Transform customer support with case summary auto-enablement
Summarization features like case summary are now automatically enabled for all users of model-driven apps that use the incident entity. If you currently do not have case summary enabled, this will get switched on automatically after this change.
What’s New in Copilot for Sales – April 2025
We’re excited to announce improved extensibility for 3rd party insights in email summaries in Outlook, allowing partners to surface richer sales insights.
Announcing Dynamics 365 Contact Center WhatsApp channel powered by Azure Communication Services
With the direct WhatsApp integration in Dynamics 365 Contact Center, organizations can now provide superior customer experiences on a trusted and widely used platform. Additionally, they can leverage the power of Microsoft’s AI-driven contact center capabilities. This integration exemplifies the strong collaboration between Microsoft and Meta.