Microsoft Dynamics 365 Blog
The future of agentic CRM and ERP
Safe, transparent, measurable AI adoption with Agent hub
As AI transforms customer service, sales, and operational workflows, organizations are eager to harness its potential.
Diagnostics and telemetry for Dynamics 365 Contact Center voice channel
In today’s connected world, voice communication remains a cornerstone of customer engagement.
NLU+: Fine-tuned language intelligence for smarter conversations
In today’s fast-moving world, it’s not enough to just hear what customers say—you need to understand what they really mean.
Use least active routing on messaging channels
In customer service, efficient workload distribution is vital for high customer satisfaction and operational efficiency.
Explore by Job Role
News and product updates
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Automate intent discovery and resolution with Customer Intent Agent
With the latest July 2025 updates to the Customer Intent Agent, Microsoft is accelerating the journey toward fully autonomous contact centers. -
Empowering frontier firms with the Case Management Agent
With the latest updates to the Case Management Agent (CMA) in Dynamics 365 Customer Service, Microsoft is helping organizations accelerate their evolution into frontier firms.
Engage with the Dynamics 365 Community
Whether you’re a seasoned expert or just getting started, our Dynamics 365 community forum is your space to connect, share, and grow.
Tips and guides
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Business Central and IRS 1099 Reporting in the USA: An Important Shift Ahead
IRS 1099 reporting in the U.S. is undergoing a significant transformation with Microsoft introducing a new standalone IRS Forms app in Business Central. -
Smarter callbacks with availability-aware scheduling CCaaS APIs
Callbacks are a powerful way to reduce wait times and improve satisfaction. -
Unlock the power of record routing with real-time analytics
Running an effective contact center requires real-time insights into key operational metrics. -
Improve contact center operations with shift-based routing
Delivering timely, high-quality support requires more than skilled customer service representatives.
Get started with Dynamics 365
Drive more efficiency, reduce costs, and create a hyperconnected business that links people, data, and processes across your organization—enabling every team to quickly adapt and innovate.
