From the Microsoft Dynamics 365 CE/CRM blogs; Agent governance; Consolidating D365 CE, Omnichannel, and Copilot; Usage data; Shadow architectures

In this week's Microsoft Dynamics 365 CE/CRM blogs: 

• AI Agent Governance in Microsoft Dynamics 365 CE/CRM: Security and Control at Scale
• Consolidating Customer Engagement with Dynamics 365 Omnichannel and Copilot
• Product-led CRM: Turning usage data into engagement
• When D365 CRM development creates a shadow architecture

AI Agent Security and Control at Scale

On the New Dynamic blog, Travis South stated that AI agents can be fairly easy to manage when a company is only testing a few of them. But things get more complicated when sales, customer service, marketing, and other teams start creating and using their own agents.

He noted that different agents may have access to different information and systems. The people responsible for them may also change. And some of the shortcuts companies used while testing an agent may create problems once that agent is used in everyday business operations.

South wrote that this is why companies need rules for managing AI agents, not just security controls. They need to know who is responsible for each agent, what information and systems it can access, what it is allowed to do on its own, and when a person needs to approve its actions.

In his post, South explained how companies can keep control of AI agents as more teams begin using them across the business.

Consolidating Customer Engagement with Dynamics 365 Omnichannel and Microsoft Copilot

Writing on the Stoneridge Software blog, Jesse Bucholz explored how Microsoft Dynamics 365 Customer Service with Omnichannel approaches diverse customer expectations. Instead of handling email, chat, phone calls, and other communication channels separately, it brings customer conversations, case management, employee collaboration, and AI tools together on one platform.