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Latest Customer Experience (CRM) Content
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
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
