![colleagues gathered around computer](https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2024/07/D365_351372_BLOG_240704-7.5-featured-image-300x169.webp)
Product: Dynamics 365 Customer Service
![colleagues gathered around computer](https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2024/07/D365_351372_BLOG_240704-7.5-featured-image-300x169.webp)
![call center employee](https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2024/07/MSFT_D365_JUN26_351074_Blog_Blogheader_240626_V3-F1-6.27-300x169.webp)
Microsoft Dynamics 365 Contact Center is now generally available
Today, we are excited to announce that Dynamics 365 Contact Center is generally available, offering a complete but fully-composable solution for contact centers.![Executive sitting at desk using laptop in an office with a panoramic view. Including Copilot logo.](https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2024/02/MSFT_M365_FEB23_320727_Blog_Blogheader_240227_V03_1200-300x169.webp)
Use expanded Copilot for Service capabilities in your CRM
On July 1, we are introducing several new capabilities in Copilot for Service to further support agents working in their CRM of choice.![a laptop computer sitting on top of a wooden table](https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2015/02/227244_5F00_healthcare_2D00_customerservice2-300x154.webp)
Transition from unified routing diagnostics to Azure Application Insights
As of May 9, 2024, we are phasing out unified routing diagnostics and integrating its capabilities into Azure Application Insights.![Purple and blue colorful, wavy graphic design background, with the following words: Microsoft Dynamics 365 Contact Center](https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2024/06/20647-MSFT-CCaaS-thumbnail_1260-300x169.jpg)
Announcing Dynamics 365 Contact Center – a Copilot-first cloud contact center to transform service experiences
Today we are thrilled to announce the latest milestone in our journey towards modernizing customer service: Microsoft Dynamics 365 Contact Center, a Copilot-first contact center solution that delivers generative AI to every customer engagement channel.![a man looking at the camera](https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2016/07/249564_5F00_empower_2D00_customer_2D00_service_2D00_agents-300x193.webp)
Try skill-based agent search in Dynamics 365 Customer Service
We’re excited to announce skill-based agent search, designed to enhance agent collaboration and improve agent efficiency within Dynamics 365 Customer Service.![Lightbulb surrounded by gears](https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2014/07/7245.knowledgemanagement.jpg)
Empower agents to draft case-based knowledge articles with Copilot
Agents can use Copilot to generate a knowledge draft based on case data including case descriptions, email exchanges, summaries, and agent notes.![graphical user interface, application, Teams](https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2024/05/cranium-2099130_1280-272x300.webp)
Extend Copilot capabilities with plugins
Introducing prompt plugins, enabling agents to securely access Dataverse data such as customers, products, and cases, through Copilot.![An agent looking at two monitors during a customer service call.](https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2022/05/CLO22_TechOffice_061-scaled1-300x200.webp)
Try the agent call quality survey in Dynamics 365 Customer Service
Try the agent call quality survey in Dynamics 365 Customer Service to swiftly identify and respond to any issues impacting the agent experience.![A female and male employee discuss Dynamics 365 implementation projects in an office.](https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2024/02/SUR23_COMMR_POS_Pro9_Contextual_016-300x200.jpg)
Create Dynamics 365 implementation projects easily with the new onboarding wizard
A new onboarding wizard in the Dynamics 365 Implementation Portal makes it easy to create implementation projects and access guidance, insights, and recommendations all along the way to deployment.![Two employees crouching down by boxes in a warehouse. The image incorporates the Dynamics 365 icon.](https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2024/04/MSFT_D365_APR12_332788_Blog_Blogheader_240415_V02_1260-300x169.webp)
Microsoft unveils AI features for manufacturers at Hannover Messe 2024
At Hannover Messe, the world’s leading industrial trade fair, organizations across engineering, digital technologies, energy, and more will gather to demonstrate solutions for high-performance, sustainable industries. Microsoft is honored to attend this year’s event to showcase how Microsoft Dynamics 365 helps manufacturers.![Close-up of an employee with a phone headset on; image incorporates the Dynamics 365 Customer Service icon](https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2024/04/MSFT_D365_APR10_332199_Blog_BlogHeader_240410_V1_1260-300x169.webp)