In today’s world AI is becoming a bigger part of the customer service experience. AI is already helping customer service reps by generating email responses, find solutions to customer issues, summarizing conversations,…
In my last post I wrote about the Service Agent in Dynamics 365 Customer Service and its capabilities. I discussed what it is, what it is capable of and how it can…
It’s time to introduce you to another AI agent in the Dynamics 365 Customer Service family! After being available in public preview since March of this year, the Service Agent officially reached…
Microsoft just released a ton of updates for Dynamics 365 Field Service scheduling as part of 2026 Release Wave 1 and I can’t wait to tell you all about it! If you…
I am a big fan of the agent, or copilot (whatever you want to call it) that lives in the sidecar in Dynamics 365 Customer Service. The little helper we all know…
If you’ve been following along, in a previous article I wrote called “Understanding the Dynamics 365 Quality Evaluation Agent: A Complete Breakdown“, I dove into the different components that make up the…
There is another member of the Dynamics 365 Customer Service/Contact Center agent that I haven’t had a chance to introduce to you yet. You’re probably already familiar with the Case Management Agent,…
If you thought the 2026 Release Wave 1 story stopped at Dynamics 365, think again, because the Sales Agent (previously known as Copilot for Sales) is where things start to get really…
I am back with my third article in my series covering the 2026 Release Wave 1 for Dynamics 365, and this time we’re shifting our focus to Dynamics 365 Sales. The release…
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…
