Posts by Heidi Neuhauser
Meet the AI Agents in Dynamics 365 Sales
Dive into the sales safari of AI agents for Dynamics 365 Sales to understand how they collaborate to drive efficiency and quality results.
July 24, 2026
Why CRM Admins Should Stop Testing Dynamics 365 as a System Administrator
CRM admins should alpha test configurations as System Administrators, but true success requires beta testing with real user roles to uncover role-based security, access, and usability issues before go-live.
June 29, 2026
2026 Release Wave 1: What CRM Admins Actually Need to Review
Release waves do not have to be overwhelming; you just need to know which changes matter to your environment, your users, and your business processes.
June 22, 2026
An Updated Tour of the Copilot Service Admin Center
Take a tour of the Copilot Service Admin Center, diving into agent features, insights, governance, and updates.
June 18, 2026
How to Determine When a Case Should Become a Knowledge Article
Gain a deeper understanding of when a case should become a knowledge article through this practical framework.
June 15, 2026
Working with Dataverse Customer Columns in Power Automate
Understand how to use Customer columns through a practical example to make flows easier to read, troubleshoot, and safely reuse.
June 8, 2026
Dynamics 365 Customer Insights – Data 2026 Release Wave 1 Feature: Smarter Agents
Learn how this release is making existing Customer Insights data easier for agents to discover, understand, and use inside Copilot Studio.
June 2, 2026
Back to Basics: Business Process Flows for Dynamics 365 Customer Engagement
Learn how to start simple applying business process flows to make work clearer and refine flows as processes mature.
May 26, 2026
Customer Insights Journeys Updates in 2026 Release Wave 1
Microsoft is rolling out two notable updates to Customer Insights Journeys that give marketers more flexibility and less downtime. Dynamic content blocks and live segment editing are set to change how teams manage ongoing campaigns.
May 21, 2026
Academy Preview: Skill Up as a System Admin
Heidi Neuhauser previews her two-day Dynamics 365 CE/CRM System Admin Boot Camp at Summit NA Academy. Whether you're brand new to the platform or ready to level up, there's a session built for where you are right now.
May 14, 2026
IVR: Custom Voice for Voice Agents
Dynamics 365 Contact Center is getting custom AI voice support for IVR in the 2026 Release Wave 1, and it's skipping public preview entirely. Here's what we know so far and why it matters for your phone channel setup.
May 7, 2026
Updates to Microsoft Certification Exams
Microsoft is shaking up its certification landscape with new agentic AI-focused exams for Dynamics 365 and Power Platform. Learn what's coming and why it matters for consultants and tech professionals.
May 1, 2026
Dynamics 365 Customer Insights-Journeys: Add Marketing Interactions in Contact or Lead Timeline
This step-by-step guide breaks down how CE/CRM users can add marketing interactions and ensure they show in a record's timeline.
April 27, 2026
2026 Release Wave 1: Sales Qualification Agent Updates
UG Expert Heidier Neuhauser highlights two updates under the lead management area for the Sales Qualification Agent as part of the 2026 Release Wave 1.
April 16, 2026
Summer Updates Coming to the Sales Close Agent
UG Expert Heidi Neuhauser provides an update on what's coming to the Sales Close Agent this summer.
April 13, 2026
Word Templates in Dynamics 365 CRM: Navigating Known Issues
There are known issues when creating Word templates in Dynamics 365 CRM. Heidi Neuhauser identifies the problems and the fixes.
March 27, 2026
Power Automate 101: Types of Flows
If you are new to Power Automate, this guide will help you get started with the basic concepts you need to understand how automations work.
March 19, 2026
Scheduled Cloud Flow: How the Data Operation Connector Improved My Automation
Discover how to build a scheduled Power Automate cloud flow that queries Dataverse for won opportunities and delivers a clean, formatted HTML table directly to a Microsoft Teams sales channel ā no OData expertise required.
March 16, 2026
How to Fix Power Automate’s Teams ‘Post a Message’ Action
When using Power Automate's "Post a Message in a Chat or Channel" action, switching between the new and old designer breaks either your page breaks or your clickable URLs. Here's a quick fix for both.
March 11, 2026
Power Automate Control Connector: Condition vs Switch
Use Condition for yes/no or operator-based logic, and Switch for 3+ equals-based cases in Power Automate Control actions.
March 4, 2026
