Author: Dian Taylor
Dian Taylor is a Microsoft Dynamics 365 (CRM) Presales Engineer - Director at RSM. She is a seasoned pre-sales consultant specializing in Microsoft Dynamics 365 (CRM) since 2011. In the past Dian has been involved in solution designing, implementing, configuring and customizing several complex scenarios in various industry sectors. D365-CE modules: Sales, Custer Service, Marketing, Field Service, Project Service Automation.
Posted by: Dian Taylor | on June 9, 2026
If you’ve been following along, in a previous article I wrote called “Understanding the Dynamics 365 Quality Evaluation Agent: A Complete Breakdown“, I dove into the different components that make up the Quality Evaluation Agent, explained what each of them means, and I walked through how they all work together. If you haven’t had a chance to read it yet, I’d definitely recommend checking it out first before continuing withRead More
Posted in Configuration, Contact Center, Customer Service Workspace, D365 Customer Service | Tags:Agents, AI, Cases, Chat, Contact Center, Customer Service, D365, evaluation, Evaluation Criteria, Evaluation plans, Evaluations, measuring, quality, Quality Assurance Agent, Quality Evaluation Agent, service | No Comments »
Posted by: Dian Taylor | on May 26, 2026
There is another member of the Dynamics 365 Customer Service/Contact Center agent that I haven’t had a chance to introduce to you yet. You’re probably already familiar with the Case Management Agent, Intent Agent and Customer Knowledge Agent which I have written articles about previously. In this article I am going to discuss the Quality Evaluation Agent. In customer service organizations it’s important measure the quality of service provided toRead More
Posted in Contact Center, D365 Customer Service, Release Wave | Tags:Contact Center, criteria, Customer Service, D365, Dynamics 365, Evaluation Criteria, Evaluation plans, Evaluations, Extend criteria, extending, measure, measuring, Quality Assurance Agent, Quality Evaluation Agent, service | No Comments »
Posted by: Dian Taylor | on May 12, 2026
If you thought the 2026 Release Wave 1 story stopped at Dynamics 365, think again, because the Sales Agent (previously known as Copilot for Sales) is where things start to get really interesting. In my previous articles, I walked through what’s coming for Dynamics 365 Sales, Dynamics 365 Customer Service, and Contact Center. Those updates are powerful on their own, but they only tell part of the story. The realRead More
Posted in Copilot for Sales (formerly known as Viva Sales), Release Wave | Tags:2026, Copilot for Sales, Create notes, custom insights, enriched leads, Link meetings automatically, M365, Microsoft 365 Copilot, Opportunity summary, Outlook mobile, Prompts, Release Wave, Sales Agent, sales chat, sensitivity labels, voice, Wave 1 | Comments Off on Important M365 Sales Agent features coming in 2026 Wave 1 you need to know!
Posted by: Dian Taylor | on April 28, 2026
I am back with my third article in my series covering the 2026 Release Wave 1 for Dynamics 365, and this time we’re shifting our focus to Dynamics 365 Sales. The release notes dropped last month, and I’ve been making my way through all the updates to understand what’s new, what’s improved, and what’s actually worth paying attention to. In this article, I’ll break down the key features coming toRead More
Posted in D365 Sales, Release Wave | Tags:2026 Release, D365, historical deal patterns, Multiple, next best action, opportunity acceleration, personalize opportunity research, quick campaigns, Sales, sales close agent, sales home, sales hub dialer, Sales Qualification Agent, Sales Research Agent, signal-based triggers, Wave 1 | Comments Off on What is coming to Dynamics 365 Sales in 2026 Release Wave 1
Posted by: Dian Taylor | on April 14, 2026
Microsoft has officially dropped the 2026 Release Wave 1 plans for Dynamics 365 and the Power Platform and I had to jump right in! I’ve spent the last few weeks going through everything to really understand what’s coming in this release. As always, I’ll be creating a series of blogs and videos breaking it all down, highlighting the features you actually need to care about. In in my previous articleRead More
Posted in Contact Center, Release Wave | Tags:2026 Release, adherence, availability API, cancel transfer, Contact Center, Custom Voice, data masking, enhanced chat widget, multiple conversations, proactive engagement, Quality Evaluation Agent, sms channel, split recordings, voice consult, Wave 1 | Comments Off on What is coming to Dynamics 365 Contact Center in 2026 Release Wave 1
Posted by: Dian Taylor | on March 18, 2026
Microsoft has just released the 2026 Release Wave 1 notes for Dynamics 365 business applications and the Power Platform, and of course I couldn’t wait to dive in! Over the past few days I’ve been digging through the details to get a better understanding of what’s coming as part of this wave. Just like with every release wave, I’ll be putting together a series of articles and videos to walkRead More
Posted in Customer Service Workspace, D365 Customer Service, Release Wave | Tags:2026, Case Management Agent, cocntrol evalluation volume sampling, critical questions, Customer Service, Dynamics 365, Enable enhanced screen recording controls, Generate AI-driven dynamic forecasts, record screen, Release Notes, Release Wave, Simulate case-resolution flows before production, Use shadow mode for Case Management Agent predictions, validate knowledge and process adherence, Validate knowledge and process adherence with evaluations, View customer sentiment indicators on a case, Wave 1 | Comments Off on What is coming To Dynamics 365 Customer Service in 2026 Release Wave 1
Posted by: Dian Taylor | on February 17, 2026
I am sure most of you have heard of Copilot for Sales, which was announced by Microsoft in the fall of 2023. Back then you had to pay an additional fee for Copilot for Sales, but today it is available to all users who have a Microsoft 365 Copilot license. If you’re not familiar with the functionality of Copilot for Sales, let me give you some more details on this.Read More
Posted in Configuration, Copilot for Sales (formerly known as Viva Sales), D365 Sales | Tags:Agent, AI, Artificial intelligence, Autonomous, Copilot, Copilot for Sales, CRM, D365, Dynamics 365, M365, Microsoft 365 Copilot, Sales, Sales Agent, sales data, Salesforce | Comments Off on Conversational CRM: How to use Sales Agent in Microsoft 365 Copilot (preview)
Posted by: Dian Taylor | on February 3, 2026
As a customer service leader, have you ever had the need to report on how customer service conversations actually end, not just that they happened? This is where disposition codes come in. Disposition codes in Dynamics 365 Customer Service and Contact Center allow customer service reps to capture the outcome of a chat or voice conversation by selecting from a pre-determined list of disposition codes. For example a customer serviceRead More
Posted in Configuration, Contact Center, Customer Service Workspace, D365 Customer Service | Tags:Category, Channel, Chat, Codes, Conversation, Disposition Code, Disposition code not on form, Disposition Codes, Form, Require disposition code to close session, Search Codes, Track conversation outcomes, voice, Workstream | Comments Off on Disposition Codes Explained: How to Track and Report on Dynamics 365 Customer Service Outcomes
Posted by: Dian Taylor | on January 13, 2026
A friend of mine was recently trying to make a custom button on an opportunity form in Dynamics 365 Sales show on the form, but only when a certain lookup field had a value. They turned to PowerFX to make it happen but there were some some problems getting it to work correctly. For those who haven’t used it much, Power Fx is the low-code formula language built into theRead More
Posted in Configuration, Contact Center, Customer Service Workspace, D365 Customer Service, D365 Field Service, D365 Sales, PowerFX, Project Service Automation | Tags:button, ContactID, Dataverse, Form, Hide Button, IsBlank, Lookup, lookup column, PowerFX, Show button, table, value, values | Comments Off on Show/Hide custom buttons with PowerFX when a lookup column has no value
Posted by: Dian Taylor | on December 23, 2025
We all know that in customer service, the right tools can make all the difference when it comes to providing a great customer experience. The new rich messaging feature in Dynamics 365 Customer Service and Contact Center that was announced as part of 2025 Release Wave 2 is one of those tools. With rich messaging, customer service reps can do more than just typing and sending a message. Think ofRead More
Posted in Configuration, Contact Center, Customer Service Workspace, D365 Customer Service | Tags:apple pay, Channels, Chat, custom JSON, media, rich message, rich messaging, whatsapp | Comments Off on How to use Rich Messaging in Customer Service to Create Better Customer Experiences
