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News and product updates
Stay informed of the latest advancements, enhancements, and announcements in Microsoft Dynamics 365. We bring you the latest updates and news, essential for business decision-makers looking to stay ahead of the digital curve.
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From Answers to Action: What’s New with Copilot in Dynamics 365 Customer Service
Service Agent extends Dynamics 365 Customer Service beyond traditional assistance by enabling AI-powered actions across cases, knowledge, email, and workflow management in Microsoft 365 Copilot. -
Trust before you automate: introducing Shadow Mode in Case Management Agent
Shadow Mode in Case Management Agent lets you evaluate AI on live production cases, without taking any action. -
Moving sales and service organizations forward with agentic CX and Microsoft 365 Copilot
Customer expectations have reset. Here’s how agentic AI across Microsoft 365 Copilot and Dynamics 365 helps sales and service teams meet the new standard—right in the flow of work. -
Listening, Learning, and Delivering: New Schedule Board Enhancements for Everyday Scheduling
Discover the latest Dynamics 365 Field Service Schedule Board enhancements designed to help schedulers work faster. -
Microsoft 365 and Dynamics 365 now provide a unified customer service experience
Service Agent is now generally available, helping customer service teams understand issues, find answers, and take action from one Copilot experience. -
Introducing the Onboarding Agent in Dynamics 365 Human Resources
Now in public preview, the Onboarding Agent delivers a connected experience that helps streamline onboarding activities. -
Dynamics 365 Commerce introduces agentic capabilities with Model Context Protocol (MCP)
The Dynamics 365 Commerce MCP server enables AI agents to connect securely with retail operations, inventory, pricing, checkout, and fulfillment through the open Model Context Protocol (MCP). -
Customer experience leadership in the age of AI: A new operating model with Dynamics 365
The Microsoft 2026 Work Trend Index is clear: the constraint on transformation is not people, but the gap between what employees can do and what organizations are built to support. -
Optimize workforce operations across people and AI agents with Dynamics 365
Workforce engagement management in Dynamics 365 helps service organizations plan, manage, and improve performance across customer service reps and AI agents. -
What’s New in Dynamics 365 Field Service Mobile
Field Service Mobile just got smarter. New updates help technicians work faster, stay connected, and handle jobs with fewer clicks. -
Turning Copilot into a system of action with Dynamics 365 Sales and Service plug-ins in Copilot Cowork
Copilot Cowork is where people delegate multi-step, multi-source work and review it, drawing across records, knowledge, email, and meetings, and increasingly across Sales and Customer Service together.
