As Copilot in Dynamics 365 Customer Service continues to improve, it offers a better alternative for case and knowledge suggestions than Smart Assist. Therefore, starting June 2, 2025, we will no longer support case and knowledge suggestions via Smart Assist in Dynamics 365 Customer Service. We strongly encourage customer service organizations to turn on Copilot
On April 1, 2026, we are deprecating the Microsoft Dynamics 365 Unified Service Desk (USD) with CRM Online application. Its end of support date will be June 30, 2028. We are encouraging customers to use this extended deprecation period to transition to the Customer Service workspace application. Customer Service workspace is our flagship application for modern
Imagine a large retailer with a contact center that supports customers who speak multiple languages. Previously, they needed separate bots for each language, making things complicated and slowing down deployments. Now, with multilingual voice agents, the retailer can handle all customer calls using one phone number, easily switching languages mid-call based on customer input. That
Since 2019, Dynamics 365 Finance has supported direct system-to-system integration with the web service provided by His Majesty’s Revenue and Customs (HMRC) to submit Value Added Tax (VAT) returns for UK-registered companies under the Making Tax Digital (MTD) project. Due to security requirements, we must modify our implementation approach and can no longer support this integration for on-premises deployments of Dynamics 365 Finance.
As a marketer, the key to optimize your email performance lies in understanding your customers. Every interaction with a customer is a goldmine of information, revealing critical insights into their behavior, preferences, and engagement patterns. Savvy marketers harness this data to tailor content, enhance customer experiences, and elevate engagement rates. Despite the rise of new
This week at Microsoft Ignite, we announced new capabilities to further enhance your agents by grounding them in your company’s unique data and taxonomy, as well as enriching the agents’ knowledge with third-party data. This allows the agent to assess a lead’s intent to buy with greater precision, providing a more comprehensive and accurate data set for the agent to work with. These capabilities will be rolling out in early 2025.
New summarization capabilities provided by Copilot in Dynamics 365 Sales, allow sellers to obtain pertinent details from sales documents in minutes. Sellers quickly gain insights into customer requirements, budget details, timelines, and main decision makers. Enabling them to prepare for prospect meetings more effectively and engage in more informed and meaningful conversations.
Today, we are thrilled to unveil the dramatically enhanced Schedule Board on Universal Resource Scheduling. At the core of this update, we are moving from the legacy ExtJS to a modern React component for the schedule board. Our guiding principle for this upgrade has been visual parity. The Resource panel, Requirements panel, Filters, and Views are all exactly as you know and love. But look closer, and you’ll discover the subtle enhancements we've made based on your valued feedback.
Starting February 2025, new Customer Service customers with Enterprise licenses will only see the Customer Service workspace app. The Customer Service Hub (CSH) app will no longer be available for all new organizations with Enterprise licenses. The recent release wave introduced an exciting set of new features to help support representatives be more productive. Dynamics
Combining SCM Pricing Management with Commerce and Retail Discounts In today’s competitive market, businesses need to leverage every possible advantage to stay ahead. Pricing is one of the most powerful tools at their disposal. Enter Unified Pricing Management, an innovative solution that merges attribute-based pricing with advanced Supply Chain Management (SCM) pricing management and comprehensive
In email marketing, tracking metrics has been the key to understanding and improving campaign effectiveness. For years, one of the most reliable metrics has been the open rate, but as the digital landscape evolves, so do the challenges of accurately measuring this essential statistic. In this article, we'll explore why open rates are becoming less reliable and how you can adapt.
As organizations scale, the need for robust governance, efficient user management, and cost-effective licensing strategies becomes paramount. To address these challenges, Microsoft Dynamics 365 is introducing a set of new capabilities in our ERP portfolio. These new capabilities enhance security and governance, offering significant benefits to IT professionals and business leaders alike.
Today we are announcing that we will end product support and updates for Dynamics GP on the 30th of September 2029 (with security patches ending on the 30th of April 2031).
