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.

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News and product updates

June 10

4 min read

Introducing Conversation Orchestration in Dynamics 365 Contact Center

Conversation Orchestration in Dynamics 365 Contact Center enables real-time decisioning, dynamic prioritization, and intelligent automation across every customer interaction.
News and product updates

June 5

7 min read

Modernize IVR with AI Voice in Dynamics 365 Contact Center

For years, contact centers have relied on traditional IVR scripted workflows to manage customer conversations.
News and product updates

June 3

2 min read

Try Email Classification in Dynamics 365 Customer Service

Email classification in Dynamics 365 ensures only meaningful customer emails become cases.
May 19

1 min read

Unlocking safer customer communications with Data Sensitivity Labels in Email

Data Sensitivity Labels for Emails bring classification and protection directly into customer service workflows, so service representatives can work confidently without slowing down.
News and product updates

May 15

4 min read

The next frontier of workforce planning: from forecasting to AI usage and Credit Estimation

AI is transforming workforce planning in Dynamics 365, where intelligent agents now execute core service tasks and contribute directly to business outcomes.
News and product updates

May 14

3 min read

Copilot Cowork: From conversation to action across skills, integrations, and devices

Today, we’re announcing additional capabilities in Cowork to expand on what it can make possible for you.
News and product updates

May 12

2 min read

Driving empathetic customer conversations with Email Sentiment

Email Sentiment in Dynamics 365 Customer Service brings emotional context into the email workflow, helping representatives understand customer tone, respond with empathy, and reduce escalations from the first reply.
News and product updates

April 29

2 min read

Introducing Governance in Dynamics 365 Customer Service: A New Era of Policy-Driven Communication

Governance in Dynamics 365 Customer Service introduces policy-driven email validation in Public Preview.
News and product updates

April 28

2 min read

Bringing End‑to‑End Visibility to Customer Service and Contact Centers with Screen Recording in Dynamics 365

Gain end‑to‑end visibility into agent workflows with screen recording in Dynamics 365 Customer Service and Contact Center to improve coaching, compliance, and quality evaluations.
News and product updates

April 27

5 min read

Turning customer experience into a growth engine

Announcing new agentic customer experience capabilities in Dynamics 365 and Microsoft Copilot Studio across the entire customer lifecycle.
News and product updates

April 1

6 min read

Meet the Contact Center Champions Driving the Future of Customer Experience

Meet the practitioners shaping how Dynamics 365 Contact Center is adopted, scaled, and improved in real‑world environments.
News and product updates

March 31

3 min read

Introducing Service Agent in Microsoft 365 Copilot

Service Agent brings Dynamics 365 Customer Service context, insights, and actions directly into Microsoft 365 Copilot.

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