New artificial intelligence Customer Service Agents for Microsoft Dynamics 365 and Contact Center are available in public preview: Case Management, Customer Intent, and Customer Knowledge Management. These three AI Agents all work to tackle emerging issues, discover new insights, and automate manual tasks to enhance business efficiency and lower costs. Within these autonomous AI Agents,…
Most CRM implementations avoid invoices entirely. After all, that’s the job of your ERP or accounting system, right? Yes—but visibility matters. In Episode 8 of Not Your Grandfather’s CRM, we showcase how one client enhanced their Microsoft Power Platform-based CRM with invoice visibility—not to manage finances, but to empower operations and sales. Using Power Automate…
Accidentally deleted a record in Dynamics 365 CRM? Made bulk changes and want to roll them back? You’re not alone. In everyday imports and exports, CRM data is constantly changing. But mistakes happen when users delete records, import wrong data, or make unintended updates. Dynamics 365 CRM doesn’t offer native options for recovering deleted records…
The problem with most CRM systems today isn’t that they are broken – it’s that they are outdated by design. Built for static pipelines and routine customer touchpoints, traditional CRMs were never meant to operate in ecosystems driven by real-time intent, behavioral signals, and predictive intelligence. Yet, many organizations continue to depend on them, layering…
As artificial intelligence becomes increasingly embedded in modern business applications, developers and organizations must take a thoughtful approach to how these technologies are built and deployed. Microsoft’s Responsible AI Standard offers a clear set of guiding principles including fairness, reliability and safety, privacy and security, inclusiveness, transparency, and accountability that are all especially relevant when…
When a fast-growing company like Smarter Furnishings hits the limits of its legacy systems, the cracks become impossible to ignore—disconnected tools, stalled pipelines, and growing complexity across departments. For over 30 years, Smarter Furnishings has been a trusted provider of student housing furniture, managing large-scale installations with precision and care. But as demand increased, their…
If you’re still on the fence about attending Community Summit 2025, let the data—not assumptions—guide your decision. I recently sat down with Giuseppe Ianni from Dynamic Communities to dive into who’s showing up at Summit, what they’re looking for, and why this year’s event in Orlando stands out as a pivotal opportunity for both Microsoft…
Converting a lead into a customer takes more than just a strong pitch, it takes a well-defined, efficient process that spans quoting, ordering, and invoicing. In Microsoft Dynamics 365 for Sales, the quote-to-order process is designed to eliminate friction, improve accuracy, and accelerate sales cycles from start to finish. Let’s explore how this process works in Dynamics 365, why…
In any organization, the speed at which you act on information often determines how quickly you close a deal, resolve a case, or respond to a customer. But with multiple active records and users in your CRM, how do you ensure that the right people are notified at the right time? If you’re looking for…
Don’t Get Burned with Your CRM No time to burn One of the biggest challenges facing us all these days in our personal and professional lives is determining authenticity, especially when it comes to offers that promise results without a clear Money-Back Guarantee to back them up. We all see and receive offers…