Latest Customer Experience (CRM) Content — Page 2 — Tutorials
2026 Release Wave Updates: Dataverse AI Prompt Columns
UG Expert Kylie Kiser covers Dataverse AI prompt columns and how to use them as part of the recent Release Wave updates.
August 12, 2026
ā Meet the AI Agents in Dynamics 365 Customer Insights Journeys
UG Expert Heidi Neuhauser wraps up the "Meet the AI Agents" series by covering the AI Agents for Customer Insights Journeys: the journey creation agent and the outreach optimization agent.
August 11, 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
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.
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
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
Practical AI: User Tools in CE/CRM Copilot
Discover the difference between Copilot in and Copilot for Dynamics 365 CRM, and explore the AI tools already available to your users, from smart paste to sales research agents.
March 6, 2026
Bridging the Gap Between D365 Field Service and Project Operations
Microsoftās new native integration links Dynamics 365 Field Service work orders directly to Project Operations projects, pushing material and labor actuals to the right contract line automatically.
March 3, 2026
Sales Copilot: Opportunity Summary and Configurability
Discover how to enable Copilot features in Dynamics 365 Sales and customize opportunity summaries by adding fields from multiple tables and configuring knowledge sources for your sales team.
February 13, 2026
Where AI Turns Revenue from Reactive to Predictable in Dynamics 365 Sales
Scott LeFante explains how AI in Dynamics 365 Sales enhances decision-making across acquisition, deal execution, and customer growth.
January 16, 2026
Frustrations with Dynamics 365 Contact Center Deployments
Promoting Dynamics 365 Contact Center work from Sandbox to UAT can feel like a rebuild because key channel assets are environment-bound and donāt move cleanly in solutions. Hereās what commonly breaks, why it differs from typical Dynamics ALM, and practical ways teams reduce chaos.
January 14, 2026
