Marcus Schmidt and Kristine Risberg | April 2026 | CRM Dynamics 365 Community Call
In the April 2026 CRM-focused Community Call, Marcus Schmidt and Kristine Risberg discussed advancements in Microsoft Dynamics 365 Customer Service. Key topics included the integration of M365 Copilot to streamline agent experiences, insights from Forrester and Gartner on Customer Engagement platforms, and the introduction of new case management features like sentiment analysis and simulation testing. They also covered proactive customer engagement methods such as SMS and compliant outbound voice, enhancements to the Quality Evaluation Agent, and AI-driven workforce forecasting. Additionally, the call addressed secure call recording, mid-chat authentication with OAuth 2.0, and the use of Azure Application Insights for comprehensive contact center visibility. Further discussions revolved around using telemetry to tackle routing failures and creating real-time dashboards for monitoring system health and customer interactions, aiming to bridge business and IT insights through structured conversation lifecycle data.
Video 1m
Login now to access my digest by 365.Training
Learn how my digest works
Features
- Articles, blogs, podcasts, training, and videos
- Quick read TL;DRs for each item
- Advanced filtering to prioritize what you care about
- Quick views to isolate what you are looking for right now
- Save your favorite items
- Share your favorites
- Snooze items you want to revisit when you have more time