Latest updates on Dynamics 365 Customer Service, summarised and linked back to the knowledge base. Subscribe via RSS.
Outbound emails and attachments can be evaluated against business-defined policies before they send. The obvious fit is regulated clients who have been nervous about agent-drafted email going out unchecked.
MCP-compatible clients can reach cases, knowledge and workflows. Note this is the new server — the older D365 Service MCP Server is deprecated, so check which one an integration is pointed at.
Service Agent moves past assistance into taking action across cases, knowledge, email and workflow from inside Microsoft 365 Copilot.
The agent runs alongside the human workflow on live cases without acting, so you can measure it against real traffic before switching it on. This is the answer to the client who wants agents but not the risk.
Built on Microsoft 365 Copilot and Dynamics 365, Service Agent gives one Copilot surface for understanding an issue, finding the answer and acting on it.
Classifies inbound email so only meaningful messages become cases. Worth a look on any project where automatic record creation has produced a junk-case problem.
Purview-style classification and protection applied inside the service email workflow rather than bolted on around it.
Surfaces customer tone in the email workflow so representatives can adjust before replying. Sits alongside the conversation sentiment that has been there for a while.
Records representative screen activity for coaching, compliance and quality evaluation. Expect a works-council or privacy conversation before this goes anywhere near a European deployment.
Customer Service context, insights and actions surfaced inside Microsoft 365 Copilot rather than in the service app.
An AI-led evaluation framework for scoring conversations at scale, rather than the sampled manual QA most service teams run today.