Latest Customer Experience (CRM) Content — Page 2 — Tips & Tricks
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
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
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
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
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
New Sales Hub Setting: Dynamics 365 AI Hub
Dynamics 365 Sales Hub now includes an AI Hub where you can create agents and review their performance in one place. Use Agent Manager to set up Sales Qualification or Sales Close agents, then track results in the AI Optimization Hub.
February 3, 2026
Mapping Columns Between Tables
Column mapping auto-populates child table fields from a parent record when a child is created through a 1:N relationship. This guide explains the rules, how to switch to Classic, and how to configure mappings with real-world examples.
January 26, 2026
Tip for CRM Users: How to Load the ‘Switch to Classic’ Button
If the Switch to Classic button in Dynamics 365 CRM is taking too long to load, try this quick tip.
January 8, 2026
