Customer service

WEM MCP tools enabled time-off requests, shift swaps and shift bids in Service Agent. Administrators could enable each tool for a role, team or pilot group.

DynUG brought the Dynamics 365, Power Platform and Fabric communities together in Oslo.

Microsoft replaced twice-yearly release waves with continuous roadmap publication. Customer processes needed to track status from development through rollout to launch.

Sales and Service Agent became generally available in Microsoft 365 Copilot. Dynamics described MCP actions across sales, service, field work and projects.

Service Agent became generally available across Dynamics 365 and Microsoft 365. Workforce Engagement Management connected demand, staffing and quality work.

Gartner found nearly five hours saved per seller each week, but many organisations did not reinvest the time. Dynamics wave 1 described connections across customer insight, sales, service and field work.

HubSpot launched AEO, Smart Deal Progression and updated prospecting and customer-service agents on 14 April. The news connects customer insight with action, while the vendor’s outcome claims still require local verification.

Microsoft published the first 2026 release wave plans for Dynamics 365, Power Platform and Copilot Studio on 18 March. Capabilities were scheduled for delivery from April to September.

February updates from HubSpot, Microsoft and Salesforce connected marketing, sales, service and field work more closely with workflows. The news also required clear access, status checks and measurement of actual process outcomes.

Kristiania brought customer service together in one solution with Contact Center and telephony in Microsoft Dynamics 365. The result was faster responses, better oversight, and a much easier day-to-day for both students, applicants, and those working in customer service.

HubSpot described new signals and support features on 28 January, while Salesforce presented Spring ’26 on 9 January. Together, the news provided concrete changes for marketing, customer service, field work and automation, with different release stages.

Too many systems? Not enough visibility? We connect processes, technology, and insights—making customer service more efficient, predictable, and data-driven. Your customers get efficient customer service—built on Microsoft Dynamics 365.