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Latest Customer Experience (CRM) Content
Practical AI: Maker Tools in Power Platform, Power Apps
Kylie Kiser reviews the practical applications of AI tools in Power Apps, Power Platform, and Power Automate that are available to makers, in part 3 of her series on practical AI.
March 10, 2026
Using the Data Operation Connector in Power Automate with Model-Driven Apps
Learn how to use the Data Operations connector's Compose action in Power Automate to generate a dynamic deep link directly to a specific record inside a Model Driven App or Dynamics 365 Customer Engagement.
February 26, 2026
Creating a Knowledge Article With Copilot in Customer Service
In this video, Kylie Kiser shows how Copilot in Customer Service helps agents automatically create and suggest knowledge base articles while resolving cases, capturing insights in real time.
February 18, 2026
How to Show Customer Insights – Journeys Marketing Emails on Lead & Contact Timeline
Ensure marketing emails appear in Dynamics 365 contact and lead timelines by enabling feature switches and configuring custom connectors for seamless sales and marketing visibility.
February 12, 2026
Extending Customer Service Copilot
Discover how to enhance Copilot in Dynamics 365 Customer Service by adding custom knowledge sources, connecting external data through Power Automate connectors, and creating AI Builder prompts in Copilot Studio.
February 10, 2026
Drafting Emails with Copilot in Customer Service
Discover how Dynamics 365 Customer Service's Copilot feature enables agents to draft personalized, context-aware emails in seconds, pulling information directly from case details and knowledge base articles to improve response times and consistency.
February 5, 2026
Setting Up Table Relationship in Dynamics 365 CE/CRM
UG Expert and Microsoft MVP, Heidi Neuhauser, reviews the relationships between tables in Dynamics 365 CE/CRM, focusing specifically on 1:N relationships.
January 20, 2026
