Audience type: Administrator
Administrator
Stay updated with the latest news, expert insights, and practical tips tailored for IT administrators. Learn about new features, best practices for system management, and success stories from businesses using Dynamics 365. Enhance your administrative skills and drive efficiency in your organization.
What’s new in unified routing: April 2025 feature update
This month, we are extending the least active routing method to messaging channels. Least active routing provides efficient workload distribution by ensuring work items are assigned to service representatives based on when they end their last conversation and have the least active in the queue. This approach prevents back-to-back assignments.
Enhance quality compliance with Dynamics 365 Supply Chain Management
This April, we’re adding new, advanced features for quality management in Dynamics 365 Supply Chain Management. These provide extended quality control throughout the supply chain, ensuring compliance with regulations, boosting product quality, and enhancing customer satisfaction. These new features foster continuous improvements and risk mitigation through a feedback-driven approach.
Enhance customer service with advanced prioritization
Efficient workload management is essential in customer service environments where diverse customer interactions flow through multiple channels. With advanced prioritization capabilities in Dynamics 365 Contact Center and Dynamics 365 Customer Service, organizations can provide tiered service levels based on customer value, respond to customer sentiment, and ensure adherence to SLAs. Why use advanced prioritization?
Experience the future of customer service with AI agents
Three AI service agents for Dynamics 365 Customer Service and Contact Center are now available in public preview: Case Management, Customer Intent, and Customer Knowledge Management agents. Collectively these agents learn to address emerging issues, uncover new knowledge, and automate manual processes to boost business efficiency and reduce costs.
Integrate Field Service bookings with Outlook and Teams
Microsoft is introducing a powerful new Exchange Integration feature in Dynamics 365 Field Service, designed to seamlessly sync work order bookings with Outlook and Teams calendars. This feature lets technicians see their work assignments, personal appointments, and other work meetings in one place.
Inspection builder preview: digital transformation made easy with AI
In today’s digital era, many organizations still rely on paper for inspections, leading to inefficiencies and extra effort to digitize data. Dynamics 365 Field Service’s new inspection builder, powered by Copilot, addresses these challenges by seamlessly converting paper forms into digital templates, streamlining the process and enhancing data management.
Transform routing rule administration with bulk management
We’re continually improving Dynamics 365 Customer Service to help organizations deliver faster, smarter, and more efficient customer experiences. Today, we’re excited to announce that administrators will now be able to maintain routing rules in bulk.
Reimagine Project Quotes with Enhanced Experience and Time Phased Estimates in Dynamics 365 Project Operations
The quote lines represent the high-level components of work being delivered, while the quote line details capture granular estimates, tying in scheduling, cost, and revenue details.
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.
Transforming manufacturing with Microsoft Dynamics 365: A comprehensive analysis
The study provides a clear picture of the financial, operational, and strategic benefits of adopting Dynamics 365. With the increasing complexity of manufacturing operations and the need for digital transformation, it’s crucial for organizations to understand how Dynamics 365 can help them meet the challenges they face.