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Dynamics 365 Blog

Extending Dynamics 365 Customer Insights with Azure ML-based custom models 

AI-enabled Dynamics 365 Customer Insights helps unifying data from multiple sources within an organization and generates a single, end-to-end view of the customer. This 360-degree customer view can be used to discover insights to optimize customer engagement and drive personalized customer experiences. This unified data is an ideal source to build machine learning (ML) models...

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Advanced AI topic clustering in Customer Service Insights 

Dynamics 365 Customer Service Insights focuses on your customer service scenarios and makes it very easy for you to use AI alongside traditional business intelligence, which means you can make better data-driven decisions, without requiring extensive AI knowledge. In addition to high-quality AI models, it also comes with several advanced capabilities that work together to...

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6 tips for global versus local changes – Universal Resource Scheduling 

In global CRM implementations, there is a fine line between changes that must be global versus changes that can be managed locally without affecting the entire organization. There are unique requirements for local implementations, and autonomy is essential to enable local branches to swiftly adapt to their unique requirements without jeopardizing the global implementation. I...

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Scheduling versus dispatching – Universal Resource Scheduling 

Depending on your organization, you might create bookings and want them to immediately appear on your field technicians’ mobile devices. But what if you want to plan the whole day and have new bookings appear for technicians as you see fit? The field service industry often refers to this differentiation as “scheduled versus dispatched.” Out...

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Best practices when planning to use customer service bots 

Using best practices when onboarding a customer service bot is critical for the long-term success of your bot. In this blog, I’m going to cover some key processes you should consider adopting. These are based on our own learnings from onboarding enterprise customers to customer service bots using the Dynamics 365 Virtual Agent for Customer...

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Weekly Webinars for the Business Applications Community for September 2019! 

Didn’t you wish there was some expert that would just explain how to use Dynamics 365 and Power Platform technologies? Purvin Patel brings his firehose of information to the community every Monday at 10am (Pacific) as part of a weekly webinar series.  You should expect deep dives, special guests, MVPs talking about cool things they...

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Collaborate on content for Dynamics 365 Business Central 

Earlier, I blogged about the Dynamics 365 Business Central user assistance model and what we expect you to do about it. In this blog post, I’ll talk more about the Learn More content that we publish on the Docs.microsoft.com site, how we collaborate on delivering it, the tools and processes we use, and how you...

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Build a better bot: know your business and customers 

Increased customer engagement, time savings, cost reduction, and customer satisfaction are factors driving many organizations to deploy customer service bots. And it’s easy to see why – customer service bots, such as those built on the Dynamics 365 Virtual Agent for Customer Service framework, enable scalable and cost-effective solutions for businesses to fulfill this drive....

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Reusing classic object-based Help on your Dynamics 365 Business Central Help Server 

If you are upgrading customers from Dynamics NAV 2017 or earlier versions to the latest version of Dynamics 365 Business Central, then you probably have an existing Help solution for the customized functionality in their old Dynamics NAV solution. However, Business Central does not support the field-based approach to context-sensitive Help that Dynamics NAV 2017...

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Configuration Package tips from Business Central support. 

Creating Configuration Packages is a great way to import/export table data in Business Central.  In this blog, we will go over some tips in creating these packages. Building the Configuration Package: In Configuration Packages, we give you the option to remove/add columns to the pages you are trying to integrate. It is recommended to make...

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Create personalized experiences in Dynamics 365 Virtual Agent for Customer Service with Microsoft Flow 

Customer service is one of the top factors that makes or breaks how people feel about your brand. Today’s customers demand immediate and relevant responses to their requests, whether they engage with you by phone, text, or online. That’s one of the reasons why more and more companies are turning to virtual agents to help...

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Replace your Voice of the Customer surveys with Microsoft Forms Pro 

Introduction With the deprecation of Voice of the Customer, we recommend you start using Microsoft Forms Pro for getting your customer feedback. Forms Pro provides seamless integration for surveys within Microsoft Business Applications, including Dynamics 365 and Office 365. You can use Forms Pro to send surveys to Dynamics 365 contacts. You can do this...

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