From the Microsoft Dynamics 365 CE/CRM Blogs: Custom productivity tools; Sensitive data redaction; Build update profile form; Row-level filtering

In this review of the Dynamics 365 Customer Engagement/CRM blogs:

• Use custom productivity tools in D365 Customer Service
• Announcing sensitive data redaction for voice AI agents
• Build an update profile form in Customer Insights Journeys
• Row-level filtering in Dynamics 365 Customer Insights – Data

Use custom productivity tools in Dynamics 365 Customer Service

On the Microsoft Dynamics 365 Blog, Sean Meeker wrote that as customer service teams aim to provide faster, more personalized support, the demand for customized productivity tools is growing. 

He stated that with the new custom productivity tools in Microsoft Dynamics 365 Copilot Service Workspace (CSw), organizations can give service reps tailored tools that simplify their work, reduce extra steps, and keep everything in one place.

Meeker noted that although CSw includes many built-in tools, every organization has its own needs that go beyond the basics. He pointed out that custom productivity tools fill this gap by letting developers and admins create small, task-focused features right inside the service workspace.

He added that each one of these task-focused features helps service reps work more efficiently, without ever leaving their workspace. 

In his post, Meeker explained how customer productivity tools are built. He also provided information about their key features and their real-world impact.

Announcing sensitive data redaction for voice AI agents

Also on the Microsoft Dynamics 365 Blog, Tarun Shroff announced a new privacy-focused feature in Microsoft Dynamics 365 Contact Center: sensitive data redaction.