NEWS

Microsoft has made email classification generally available in Dynamics 365 Customer Service. The AI-powered feature evaluates incoming emails before a case is created, so only genuine customer issues reach service queues.

Microsoft has rolled out opt-in usability updates for the Dynamics 365 Field Service mobile app. The changes give technicians denser lists, redesigned booking status controls, offline note-taking, and faster record lookups across iOS, Android, and Windows.

Microsoft has introduced Conversation Orchestration in Dynamics 365 Contact Center, now available in public preview. The capability lets contact centers respond dynamically to changing conditions throughout the customer conversation lifecycle — going beyond traditional one-time routing decisions.

Microsoft has launched Governance for Dynamics 365 Customer Service in Public Preview. The new feature automatically checks outbound customer emails against administrator-defined compliance and brand policies—before they’re ever sent. It arrives as part of the Quality Evaluation Agent suite in the 2026 Release Wave 1.

Choosing the right Dynamics 365 manufacturing partner is critical to ERP success. This blog compares top partners in North America and what sets them apart. Learn how to evaluate partners based on industry expertise, solutions, and real-world manufacturing experience.