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Microsoft Dynamics 365 Blog


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...Read more

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....Read more

Psst! Want to build a bot without writing any code? 

Have you heard about the new Virtual Agent in a Day program we’re rolling out? This full-day hands-on workshop is designed to help anyone (yes, anyone!) learn to build a fully functional virtual agent with no technical expertise required and with no code. The full agenda includes short lectures and hands-on lab exercises that cover...Read more

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...Read more

The benefit of bots: Dynamics 365 Virtual Agent for Customer Service overview 

Dynamics 365 Virtual Agent for Customer Service is an exciting new offering that empowers customer support teams to create powerful bots using a guided, no-code graphical interface—without the need for data scientists or developers. Virtual Agent for Customer Service is built on the Microsoft Bot Framework and addresses many of the major issues with bot...Read more

New! Dynamics 365 Virtual Agent for Customer Service is available for preview 

It is with great pleasure that we’re announcing availability of the public preview of Dynamics 365 Virtual Agent for Customer Service. Virtual Agent for Customer Service is the latest Dynamics 365 AI-based end-to-end solution enabling organizations to easily transform customer service through the power of artificial intelligence (AI). Virtual Agent for Customer Service is built...Read more

Using Azure Active Directory groups to manage a user’s app and data access 

Applies to Dynamics 365 for Customer Engagement apps version 9.x Applies to Common Data Service The administration of app and data access for Microsoft Dynamics 365 for Customer Engagement and Common Data Service has been extended to allow administrators to use their organization’s Azure Active Directory (Azure AD) groups to manage access rights for licensed...Read more

Universal Resource Scheduling Solution for Dynamics 365 Update 1 

Applies to: Dynamics 365 for Project Service Automation, Dynamics 365 for Field Service   This past fall, we introduced Universal Resource Scheduling Solution in Dynamics 365. Regardless of what type of scheduling your organization is engaged in, be it Field Service scheduling, Project Service Scheduling, Case scheduling, Lead scheduling, or maybe something completely custom, Universal...Read more

Dynamics 365 for Field Service and Project Services Automation Update 2 

We recently released an update in February for Dynamics 365 for Field Service, Dynamics 365 for Project Service Automation, Resource Scheduling Optimization solutions. Below are the new capabilities and bug fixes introduced in this update.  Universal Resource Scheduling Enhancements – for both Project Service Automation and Field Service Performance improvements for schedule board.   You can...Read more

Discontinuation of Dynamics Online Payment Services 

A notice was recently released on the discontinuation of Dynamics Online Payment Services.  Please review this notice using either the PartnerSource and CustomerSource links or the verbatim below:  PartnerSource CustomerSource Discontinuation verbatim: Effective January 1, 2018, Payments Services for Microsoft Dynamics ERP (Payment Services), available with any versions of Microsoft Dynamics AX, Microsoft Dynamics...Read more