Use agreements in Field Service to automatically generate recurring work orders

Agreements in Dynamics 365 Field Service help streamline recurring operations consistently. You define the terms and conditions of your service contracts, such as frequency, duration, resources, products, and services involved--automate recurring work orders in Field Service. Through agreements, you can automate work order and booking generation, eliminating the need for manual creation and reducing administrative overhead.

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Use the Contact Center AI summary for call quality management

An update is coming to the closed conversation form in Dynamics 365 Contact Center.  If the administrator has enabled the option, service reps can view the recordings and transcripts at the end of the conversation. They can also view sentiment analysis, key metrics, AI summary, post call survey results, and sessions in the conversation journey.

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Sales Order Agent in Microsoft Dynamics 365 Business Central: Now in public preview

We’re pleased to share that the Sales Order Agent for Microsoft Dynamics 365 Business Central is now available in paid public preview.

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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. You can influence the schedule generated by the agent by crafting requirement views according to business objectives. For example, if you are trying to compensate for cancelled bookings, you may want to select requirements which have promise windows which are soon to expire. 

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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. However, this advancement brings about the need for clear and precise terminology to avoid confusion. Renaming the apps To ensure our AI experiences align with Microsoft’s AI-first vision, we will differentiate

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The future of manufacturing with Microsoft Dynamics 365 is here—are you ready?

This week, thousands of manufacturers will gather at Hannover Messe 2025 for insights into the changing manufacturing landscape. Top of mind for many attendees is how AI will impact the manufacturing industry.

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Teams Phone extensibility for Dynamics 365 Contact Center

Contact centers play a crucial role in delivering exceptional customer support and driving business growth. With the rise of digitalization and advanced technologies, AI and automation have become essential for streamlining operations, improving efficiency, and nurturing stronger customer relationships.  Today during Enterprise Connect, we announced Teams Phone extensibility for Microsoft Dynamics 365 Contact Center.   Beginning

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