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Moving sales and service organizations forward with agentic CX and
Customer expectations have reset. Here’s how agentic AI across Microsoft 365 Copilot and Dynamics 365 helps…
Public Preview: Quality Evaluation Agent Extends Quality Oversight
The Quality Evaluation Agent (QEA) in Dynamics 365 Customer Service now supports email evaluations, available in Public Preview. The same structured evaluation framework that powers consistent, automated quality assessments across cases…
Try Email Classification in Dynamics 365 Customer Service
Email Classification adds intelligent context to enhance Automatic Record Creation (ARC) and enable a smarter service flow. As emails arrive, classification evaluates content and context upfront before any case is created. It identifies…
Managing Complex Service Work with Financial Clarity
Unifying service activity into a continuous, connected experience
Service work rarely happens in isolation. What looks like a single repair or maintenance visit is usually one step in a broader process that spans both service execution…
Unlocking safer customer communications with Data Sensitivity
In regulated, data‑intensive industries, email is both a critical customer channel and one of the easiest ways sensitive information to leak — a single forward, distribution list, or broad recipient line can expose confidential…