Sales

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.

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.

From manual processes to efficient self-service: Kartverket has received a modern customer portal that makes it easier to order maps and geodata.

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.

Trond Jarnes from Jets Group joined ProsessPodden to describe AI-assisted order processing in Dynamics 365 Sales.

Salesforce and Adobe report growth in AI-related commerce after Cyber Week. Differences in periods and methods make the figures more useful as signals than as ready-made budget assumptions for Norwegian businesses.

Customer Insights gains generally available Teams town hall support. Microsoft also introduces a sales agent through Frontier. Both announcements focus attention on the transition from customer contact to follow-up.