Month: April 2024

The Copilot analytics report within Dynamics 365 Customer Service provides a good overview of the usage of Copilot features by agents. You can derive insights into the most frequently leveraged features, impact of Copilot on agent productivity, and agent satisfaction with Copilot responses. While this report provides a good summarization of the impact Copilot has…

A Copilot on every desk, every device and across every role is core to Microsoft’s mission to empower every person and every organization on the planet to achieve more. By bolstering the services customers know and love with our Copilot capabilities across the Microsoft Cloud, we are enabling zero-shot innovation — the ability to effectively…

Today, we’re announcing the first pricing update for Microsoft Dynamics 365 in more than five years. Since our last pricing update, Dynamics 365 has transformed customer relationship management (CRM) and enterprise resource planning (ERP) processes with connected applications across lines of business—from marketing, sales, customer and field service, to finance, operations, and supply chain—and each…

Today we kick off the 14th Microsoft Ability Summit, an annual event to bring together thought leaders to discuss how we accelerate accessibility to help bridge the Disability Divide. There are three key themes to this year’s summit: Build, Imagine, and Include. “Build” invites us to explore how to build accessibly and inclusively by leaning…

Just over a year ago, the healthcare industry was energized by the debut of generative AI and the promise this new technology held for delivering real-world outcomes that positively impact clinicians, patients, health systems, and the broader health and life sciences ecosystem. Since then, it has been a catalyst for the development of new use…

In an era where service management is increasingly complex, the integration of core business functions has become critical. Fragmented systems can lead to a cascade of issues—inefficient scheduling, delayed invoicing, and a decline in customer satisfaction. Today we are thrilled to announce the general availability of the native integration between Dynamics 365 Field Service and…

Each quarter, I share a collection of customer and partner stories from around the world that highlight the incredible technological advancements shaping the future of industry. As a partner of choice, we are committed to helping organizations accelerate AI Transformation to unlock opportunities and realize material business value. Our ability to bend the curve on…

We’re excited to announce the general availability of new and enhanced experiences in Microsoft Dynamics 365 Customer Service as part of our 2024 release wave 1 cadence. This release focuses on extending Microsoft Copilot capabilities by infusing generative AI into customer, agent, and supervisor experiences. We’re also enhancing voice, messaging, and email channels to provide…