Migrate from Customer Service Hub to Customer Service workspace
Starting February 2025, new Customer Service customers with Enterprise licenses will only see the Customer Service workspace app.
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Try multilingual voice agents in Dynamics 365 Contact Center
Imagine a large retailer with a contact center that supports customers who speak multiple languages. -
Transition from Unified Service Desk to Customer Service workspace
On April 1, 2026, we are deprecating the Microsoft Dynamics 365 Unified Service Desk (USD) with CRM Online application. -
End of support for Smart Assist case and knowledge suggestions
As Copilot in Dynamics 365 Customer Service continues to improve, it offers a better alternative for case and knowledge suggestions than Smart Assist. -
Mobile Offline Data with Application Insights
This feature uses Application Insights to provide detailed analytics and reporting capabilities. -
Spatial annotations for frontline technicians with Dynamics 365 Field Service & Microsoft Teams
Using spatial annotations is as straightforward as joining a Teams meeting or making a call. -
Unlock the Customer Feedback Survey Agent powered by Copilot Studio
Contact center managers can use Copilot Studio Survey in the Contact Center admin center to dynamically respond to customer feedback. -
Update the connection limits for custom Contact Center reports
Dynamics 365 Contact Center provides out-of-the-box analytics that monitor key operations metrics in a contact center. -
Dynamics 365 Contact Center strengthens patient trust with HIPAA compliance
We’re excited to share that as of March 5, 2025, Microsoft Dynamics 365 Contact Center has officially become Health Insurance Portability and Accountability Act (HIPAA) compliant. -
Teams Phone extensibility for Dynamics 365 Contact Center
Contact centers play a crucial role in delivering exceptional customer support and driving business growth. -
Naming updates to Copilot Service workspace and service representatives
In today’s fast-evolving customer service landscape, the integration of AI, such as Copilot and autonomous agents, is transforming how businesses interact with their customers. -
Transform dispatching in Dynamics 365 Field Service with Scheduling Operations Agent
When optimizing the schedule, the agent considers existing bookings as well as additional unfulfilled requirements.
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