Microsoft Dynamics 365 Blog

The AI-powered contact center, part 1: Create engaging digital experiences 

3 min read

Today’s customers expect more engaging, personalized service experiences from the brands they choose. They want intelligent self-service that offers always-on digital convenience. And they expect agents, whether human or virtual, to not just know who they are, but to already have an idea why they are reaching out and how to help. That’s why we Read more

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The power of CDPs: building customer trust and loyalty in retail 

4 min read

Truly engaged, always connected The events of 2020 have left a lasting impact on the retail industry and retailers are fueling rapid innovation with development and rollout of new technologies. The global pandemic has shifted how customers buy, as well as renewed recognition of the critical value of technology to customers. Convenience, flexibility, and personalization Read more

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Webinar series: stay connected and engaged with customers 

4 min read

Social distancing has forced us all to rethink the way we engage with customers. At every customer touchpoint—from marketing to sales, service and support to finance and distribution channels—companies should use the opportunity to reinvigorate relationships by delivering personal and empathetic communications. COVID-19 has put pressure on companies to start taking advantage of technology to Read more

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6 tips for global versus local changes – Universal Resource Scheduling 

7 min read

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 Read more

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Announcing the timeline to move to Unified Interface 

2 min read

Over the last two years, our customers have been experiencing the benefits of the new user interface client for Dynamics 365 Sales, Customer Service, Project Service, Field Service, and Marketing. Many of our largest customers have successfully made the transition. As we’ve reached the milestone of over 80% of organizations enabling Unified Interface, we’re announcing Read more

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9 tips to maximize your screen real estate on the schedule board 

3 min read

The schedule board is the primary work space for dispatchers, and every pixel of real estate is essential for maximum productivity. Depending on your monitor, opening the schedule board may initially only let you see a handful of resources and a few unscheduled requirements, and that’s before expanding the filter panel or the details panel! Read more

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Microsoft PowerApps | Unified Interface | 2019 Release Wave 2 Overview 

1 min read

Unified Interface: What’s available in the 2019 release wave 2? We would like to highlight some of the latest enhancements to Unified Interface in the recent update to Microsoft PowerApps. These features are available for early access in the 2019 release wave 2, and they will become available to all customers on October 1, General Read more

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Build a better bot: know your business and customers 

3 min read

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

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Release Notes for Project Service Automation Update Release 8 

1 min read

Applies to: Project Service Automation for Dynamics 365 We’re pleased to announce the latest update for the Project Service Automation application for Dynamics 365. This release includes some important improvements to quality, performance, and usability. This release is compatible with Dynamics 365 9.x. To update to this release, visit the Admin Center for Dynamics 365 Read more

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Deprecation of Unified Service Desk 3.2 and lower versions, and features 

2 min read

To help provide the best possible Unified Service Desk experiences, we recently announced the General Availability of Unified Service Desk 4.1, delivering improved performance and a host of feature enhancements. Below you’ll find information about the versions and features that have been marked as deprecated with the latest release of Unified Service Desk 4.1. Administrators and IT professionals Read more

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Dynamics 365 Sales Insights is now available in Europe, Middle East and Africa 

3 min read

What’s new In November 2018, AI for Sales started on a journey, aiming to introduce AI driven insights to every sales organizations. At the time, Dynamics 365 AI for Sales (Now called “Sales Insights”) was only available in North America. Today, we are happy to announce that Dynamics 365 Sales Insights has expanded availability to Read more

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