From the Microsoft Dynamics 365 CE/CRM Blogs: AI in D365 Customer Service; Shared record links; Email engagement; Unwanted solution components

In this review of the Dynamics 365 CE/CRM blogs:

• AI for support in D365 Customer Service
• How to generate shared record links: A step-by-step guide
• How to turn email engagement off on a form
• How to automatically detect and remove unwanted solution components

How AI in Dynamics 365 Customer Service is transforming support in 2025

On the CRM Software Blog, Brian Begley from enCloud9 wrote that the 2025 release wave 2 brings major advancements to Dynamics 365 Customer Service, aimed at reshaping support operations with AI-powered guidance and smarter case management. 

He pointed out that Microsoft has broadened Copilot's role in D365 Customer Service, giving agents a more intelligent and seamless experience. Agents can summarize case histories and customer conversations, draft personalized responses on the fly, and automatically access the most relevant knowledge articles.

He added that Copilot also suggests next best actions to speed up resolution and provides proactive prompts and insights that help agents stay ahead of customer needs.

In his post, Begley provided information about how AI in D365 Customer Service is transforming support, including real examples.

How to generate shared record links in Dynamics 365 CRM: a step-by-step guide

On the Inogic blog, Sam Kumar wrote that in Dynamics 365 CRM, the traditional approach to sharing records has always required manually assigning permissions to individual users or entire teams. This process can be time-consuming and often creates unnecessary friction when collaboration needs to happen quickly. However, he asked what if you could bypass all of that and simply generate a secure link, one that grants access to the record the moment someone clicks on it.