Set Up Verbatim Knowledge Responses in Dynamics 365
In this video, I take a look at one of the newest capabilities in Dynamics 365 Customer Service: verbatim knowledge responses. We all know and love Copilot in the Customer Service sidecar:…
Dian Taylor
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Smart Paste in Dynamics 365 Sales: AI-Powered Data Entry with Copilot
In this short tutorial, you'll see how Smart Paste in Dynamics 365 Sales eliminates manual data entry for good. Simply copy an email from a prospect, paste it into your lead form,…
D365 Quality Evaluation Agent: Step-by-Step Configuration Guide
The Quality Evaluation Agent helps organizations automate and scale their quality management process by analyzing customer interactions, applying evaluation criteria, and helping supervisors identify opportunities to improve agent performance. In this video,…
Demo: D365 Sales Tasks Now Take Minutes with M365 Copilot!
Tasks that used to take a long time in Dynamics 365 Sales can now be done in minutes and in this 3 min demo I show you exactly how! Microsoft 365 Copilot…
Understanding the Dynamics 365 Quality Evaluation Agent: A Complete Breakdown
Is your customer service team delivering great experiences or are you just hoping they are? In this video, I break down the Quality Evaluation Agent (aka Quality Assurance Agent) in Dynamics 365,…
D365 Customer Intent Agent Demonstration
In this quick 2.5-minute demo, I showcase the Customer Intent Agent in Dynamics 365 Customer Service and how it uses AI to analyze customer conversations, identify intents in real time, suggest next-best…
Important M365 Sales Agent features coming in 2026 Wave 1 you need to know!
In this video, we’re diving into what’s coming for Microsoft 365 Copilot for Sales in the 2026 Release Wave 1—and there’s a LOT to unpack. 👀 From AI-powered opportunity summaries and conversational…
Knowledge Management Agent Demo
In this 2 minute video, I walk through a live demo of the Knowledge Management Agent in Dynamics 365 Customer Service to show how the agent can help keep your knowledge articles…
2026 Release Wave 1: D365 Sales
Microsoft just dropped the 2026 Release Wave 1 features—and you already know I had to break it all down for you. Just like I’ve done before, I’m putting together a full video…
Case Management Agent Demo
In this 4 minute video, I'll show how the Case Management Agent in Dynamics 365 Customer Service is about to make your support team’s life much easier. If you’ve ever felt like…