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If Windows were designed today, would the Registry still exist? Mark Russinovich breaks down how the Registry works—and why a more flexible, file-based configuration model might win out in a modern design.
Registry info: msft.it/6012vpoK0
Which quality indicators are your team nailing—and which need attention? The Quality Assurance Agent dashboard breaks down scores by indicator, over time, and by representative.
Learn more: msft.it/6019a5FeS
#CustomerService #Dynamics365#Contact Center
ALT A flowchart outlining a Quality Assurance Dashboard. It branches into four categories: High Quality Scores, KPI Charts, Quality Charts, and interaction by representatives, each leading to detailed elements like filters, notifications, and scoring.
Stop waiting for the next dashboard refresh. Real-time streaming analytics (preview) in Dynamics 365 Contact Center delivers event-driven metric updates so supervisors always see the current state of operations.
Learn more: msft.it/6016a5FR4
#Dynamics365 #ContactCenter
ALT A flowchart outlining customer engagement strategies. It includes branches for customer channels, streaming events, real-time analytics (live and aggregated metrics), and threshold alerts leading to a supervisor. Icons represent wallboard, assisted service, queues, and representatives.
Use AI agents for structured steps during live voice calls. Representatives can consult a voice-enabled AI agent for consent capture or PIN verification, then resume the same conversation.
Learn how: msft.it/6015a5YDV
#Dynamics365 #ContactCenter
Customer-first direct callback in Dynamics 365 Contact Center calls the customer before connecting an available representative, reducing idle time and improving capacity.
Learn how to configure callback profiles: msft.it/6015a5Y8F
#Dynamics365 #ContactCenter
Create a Sales development agent instance in minutes—from Microsoft Teams or Microsoft 365 Copilot. Set a unique name and email alias, then let provisioning do the rest.
Learn more: msft.it/6015a5cCU
#Microsoft365 #MicrosoftTeams #SalesDevelopmentAgent
AI agents draft fast. Governance policies keep them safe. 🤖 Extend content-safety checks across both autonomous agents and human reps in Dynamics 365 Customer Service.
Learn more: msft.it/6015aPGSd
#ResponsibleAI #Dynamics365
New in Dynamics 365 Contact Center and Customer Service: Screen recording captures representative on-screen activity during customer interactions, so supervisors can coach with real context. Learn how to enable it. (cont) msft.it/l/6013au0Ft msft.it/6013aPGoX
Configure how sellers connect saved Outlook emails and meetings to CRM records. Dynamics 365 admins can configure how sellers connect saved Outlook emails and meetings to CRM records: use Regarding, Related to, or (cont) msft.it/l/6018auL0G
See how Siemens NX 2506 on Azure Virtual Desktop with NVIDIA RTX PRO 6000 Blackwell GPUs supported up to 30 concurrent users while delivering scalable, GPU-accelerated engineering experiences. Read more: msft.it/6019aPHVD
#Azure #AVD #SiemensNX #CAD #Manufacturing #NVIDIA
Need visibility into Sales agent activity? Microsoft Purview audit logs show CRM records read or updated across Dynamics 365 and Salesforce—no extra setup required. Learn how to search, export, and investigate. 👉msft.it/6012aPHOC
#MicrosoftPurview #SalesAgent #Compliance
Turn sales outreach data into answers with the Sales Development agent. Ask for campaign summaries, individual prospect reports, or stage exports using natural language. Explore the reporting guide: msft.it/6019aPiKv
#Microsoft365 #Agent365 #SalesDevelopmentAgent
Help sellers start faster with custom starter prompts in Sales agent chat. Tailor prompts to your workflows, CRM terms, and priorities—right in Dynamics 365 or Microsoft 365 Copilot. Learn how to configure them: msft.it/6016aPGgn
#Microsoft365Copilot #SalesAgent
Plan follow-ups accurately: cadence intervals are cumulative from each email's actual send date, send windows may delay delivery, and campaigns expire by default seven days after the last scheduled email. Learn more: (cont) msft.it/l/6010aOM3a
Export a Sales Development agent's playbook, guidelines, and settings, then import them into a new agent. Add knowledge sources separately. Learn how to copy your configuration: 👉 msft.it/6017aOzN1
#Microsoft365 #Agent365 #SalesDevelopmentAgent
Wondering why there are so many Entra app registrations in recent times? Each Dynamics 365 Sales agent provisions skill-based Copilot Studio agents for each org and creates an Entra app registration for each: 👉 (cont) msft.it/l/6010aOzoA
Workforce Management in Dynamics 365 Customer Service helps you forecast demand, optimize staffing, and cover the full planning lifecycle — scheduling, self-service, and monitoring. Learn more: (cont) msft.it/l/6018aM0r0
New (preview): Copilot Hub in Dynamics 365 Customer Service — an immersive Copilot experience to manage your workload, ask analytical questions, and get case assistance, with org- and user-level prompt management. (cont) msft.it/l/6012aMuLE
Make Service Agent yours 🔧 Turn individual MCP tools on/off, apply role-based access, and bring your own MCP tools & Copilot Studio agents — rolled out per role, app, or queue. Governed by design. Read more: (cont) msft.it/l/6018azlgn
New (preview): email resolution in Dynamics 365 Customer Service reads incoming email for intent, drafts autonomous responses, and opens a case only when one is needed — resolving routine issues without creating (cont) msft.it/l/6010aKTCA
Work IQ (preview) is built on three layers: Data, Memory, and Inference 👥 Together they give your agents continuous, contextual understanding of how work actually happens. Learn how to connect it to your agent: msft.it/6011aHl0f
#CopilotStudio #AI