From the Microsoft Dynamics 365 CE/CRM Blogs: Autonomous agents; Field-level security; Update data; Customer Service Copilot

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

• Autonomous Agents in 2025 Release Wave 1 for D365 Customer Service and Contact Center
• Field-level security
• [How to] update data in Dynamics 365 using Excel Online
• Copilot in Dynamics 365 Customer Service

Autonomous Agents in 2025 Release Wave 1 for D365 Customer Service and Contact Center

Since the plans were released in January, Microsoft MVP Dian Taylor will be exploring the details of the new and enhanced capabilities in Dynamics 365 Customer Service and Contact Center. 

“There is some pretty exciting stuff heading our way,” she wrote.

To begin her series, she explores three new autonomous agents for Customer Service and Contact Center, as well as a sales use case for contact center and the use of Copilot Studio for gather customer feedback. 

She looks first at the three pre-built agents: Case Management Agent, Customer Intent Agent, and Knowledge Management Agent. She reviews the intended use cases for each and some limitations based on licensing. D365 Contact Center for Sales “is a big one,” she believes, because it brings together omni-channel capabilities in a way that sellers should be able to use. Licensing details are still needed, she noted. 

Field-level security in Microsoft Dynamics 365 CRM

Writing on the Encore Business Solutions blog, Erika Colson stated that field-level security in Dynamics 365 CRM lets you control exactly who can edit specific fields. However, she noted that many people don't use it or even know about it.