We have compiled the six most important updates for the Norwegian market:

1. Copilot and AI have become standard

Copilot in Customer Service is now built into case management, email, and chat. For Norwegian organizations, this means that agents receive automatic summaries of conversations (in Norwegian), suggested responses, and recommended next steps.

In addition, Case Management Agent and Knowledge Management Agent are being launched, reducing manual work by automatically creating cases and generating knowledge articles.

Read how OBOS is using artificial intelligence to shape the future of member services

2. Real-time translation and language support

Dynamics 365 Contact Center now offers real-time translation between Norwegian and other languages. These features are particularly important for organizations with international members and customers—or customer service teams that are not fully proficient in Norwegian. Translations are displayed in both the original language and Norwegian, allowing the quality to be checked.

3. Copilot instructions in email templates

Administrators can now add predefined Copilot instructions directly to email templates. When an agent uses the template, Copilot automatically inserts AI-generated content, such as a summary of the case. This saves time, increases productivity, and makes communication faster, more consistent, and more accurate.

4. Proactive self-service

One of the biggest developments in 2025 was that Dynamics 365 became more proactive in how customers are offered assistance. Instead of waiting for the customer to contact customer service, the system can now anticipate what the customer needs—and automatically offer solutions. The Customer Intent agent analyzes what the customer writes or says and immediately suggests a self-service solution in Norwegian. In an insurance scenario, a customer who writes, “I’ve had a car accident,” can automatically be offered a digital claim form, with the option to upload photos directly in the chat.

In addition, proactive surveys (e.g., “How did you find the conversation?”) can be triggered automatically immediately after a chat or phone call. This provides the business with prompt and honest feedback while making the customer feel heard.

5. Bulk operations for team leaders

Team leaders (supervisors) can now update multiple cases at once directly from list views—and no longer need to open each individual case to:

This makes team leaders’ work easier, saves time, and ensures that cases are handled faster and more consistently.

6. Security and privacy

Over the past year, Microsoft Dynamics 365 has enhanced its data masking and anonymization features, ensuring that sensitive information such as national identity numbers, card details, or health information is not displayed to agents or stored unnecessarily. For Norwegian organizations, this makes GDPR compliance easier and customer interactions more secure. This applies to all industries, but is perhaps particularly important for banking, healthcare, and the public sector.

With the updates to Dynamics 365 Customer Service, Norwegian organizations gain smarter tools, faster processes, and more secure handling of customer data—resulting in more efficient teams and better customer experiences.

What should you focus on now?

To get the most out of the new features, organizations using Microsoft Dynamics 365 Customer Service should prioritize a few key areas that deliver both quick results and long-term value:

With these latest updates to Customer Service, everything is in place for smarter workflows and better customer experiences. Now it’s simply a matter of putting the features to use—and letting technology make day-to-day work a little easier.

We’re happy to help you move forward with the processes!