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…
Dian Taylor
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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…
What is coming to Dynamics 365 Contact Center in 2026 Release Wave 1
Microsoft has officially dropped the 2026 Release Wave 1 plans for Dynamics 365 and the Power Platform and I had to jump right in! I’ve spent the last few weeks going through…
2026 Release Wave 1: D365 Contact Center
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…
What is coming To Dynamics 365 Customer Service in 2026 Release Wave 1
Microsoft has just released the 2026 Release Wave 1 notes for Dynamics 365 business applications and the Power Platform, and of course I couldn’t wait to dive in! Over the past few…
2026 Release Wave 1: Dynamics 365 Customer Service
Today Microsoft announced the new features coming in 2026 Release Wave 1. Just as have done before, I am creating a series of videos highlighting the new features that are part of…
Conversational CRM: How to use Sales Agent in Microsoft 365 Copilot (preview)
I am sure most of you have heard of Copilot for Sales, which was announced by Microsoft in the fall of 2023. Back then you had to pay an additional fee for…
Disposition Codes Explained: How to Track and Report on Dynamics 365 Customer Service Outcomes
As a customer service leader, have you ever had the need to report on how customer service conversations actually end, not just that they happened? This is where disposition codes come in.…
Configurable Copilot Case Summaries for D365 Customer Service – YouTube
Configurable Copilot Case Summaries for D365 Customer Service Did you know that you can now configure the source tables and columns that Copilot uses to generate a Case…
Configurable Copilot Case Summaries for D365 Customer Service
Most people have probably seen the record summaries in Dynamics 365 Customer Service, Field Service and Sales. If you’re not familiar with this concept, let me explain what…