Dynamics101
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 is positioning agentic AI as a major direction for Dynamics 365 Supply Chain Management. The company’s latest guidance connects ERP data, Copilot, agents, and governance tools into a more action-oriented model for supply chain operations.
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 announced the Expense Agent, a brand-new AI-powered feature for Dynamics 365 Business Central as part of 2026 Release Wave 1. Designed for employees who are not ERP users, the agent automates expense capture, categorization, and submission through Outlook, a dedicated web app, and Business Central itself — with the US public preview now open as of May 8, 2026.
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.