Posts Tagged: Dynamics 365 CE / CRM
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
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
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: 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
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
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
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
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
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
