Latest Customer Experience (CRM) Content — Page 2
5 Tips to Consider for Dynamics 365 CE AI Agent Readiness
Consider these five tips before onboarding your first AI agent into a first-party app.
August 7, 2026
2026 Release Wave Updates: Smart Paste and Enhanced Form Fill
UG Expert Kylie Kiser demonstrates how to use the smart paste and form fill features, and explains how they can be beneficial for users.
August 6, 2026
2026 Release Wave Updates: Row Summaries
UG Expert Kylie Kiser reviews Release Wave updates for using row summaries in model-driven apps.
August 3, 2026
Premier Partner Interview 2026: eOne Solutions
eOne Solutions' Chris Dew shares what attendees can expect from the company at Summit NA 2026.
August 3, 2026
IAMCP President Peter Fidler on Face-to-Face Connection at Summit NA, Registration Savings
IAMCP President Peter Fidler details the company's presence at Community Summit NA 2026 and shares how attendees can save with their VIP access code.
July 31, 2026
Premier Partner Interview: ClickLearn
Marquis Caldwell of ClickLearn speaks with Dynamic Communities' Giuseppe Ianni about the company's presence at Summit NA 2026.
July 29, 2026
Meet the AI Agents in Dynamics 365 Customer Service
UG Expert Heidi Neuhauser introduces the customer care rescue specialists who represent the AI agents for Dynamics 365 Customer Service.
July 29, 2026
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
Academy Preview: Dynamics 365 CE (CRM) System Admin 101 & 201
Heidi Neuhauser's 2-day Academy Workshop will feature hands-on training for system admins in the D365 CRM suite.
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
Summer System Cleaning: Backlog and Solution Hygiene
In part 1 of a new series, Kylie Kiser shares maintenance tips for a system backlog and managed/unmanaged solutions.
June 24, 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
