From the Microsoft Dynamics 365 CRM Blogs: Proactive engagement/ conversational journeys; Solution versioning; Customer intent agent; Update your Copilot

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

• AI-powered proactive engagement and conversational journeys with Dynamics 365 in public preview
• CRM developers blog by Purely CRM: understanding solution versioning in Dynamics 365: managing patches and build cycles
• Introducing the customer intent agent in Dynamics 365 – part 1
• How to update your Copilot in Dynamics 365 Sales summary panel on an opportunity

AI-powered proactive engagement and conversational journeys with Microsoft Dynamics 365 in public preview

On the Microsoft Dynamics 365 Blog, Sundar Raghavan announced proactive engagement and conversational journeys with D365 Contact Center and D365 Customer Insights – Journeys, now available in public preview.

He noted that this solution lets businesses use AI agents and service reps to start conversations with customers.

For example, Raghavan noted that a company can let a customer know their flight was canceled and help them rebook it, all in the same chat. He wrote that this can reduce the number of calls coming in, lower support costs, and give customers faster, more personal help. The full version is expected to launch later this summer, according to Raghavan. In his blog post, Raghavan provided detailed information on this new solution.

Understanding solution versioning: Managing patches and build cycles

Writing on the CRM Software Blog, an author from Purely CRM stated that solution versioning in Dynamics 365 CRM is important because it helps IT teams and CRM consultants keep track of updates and changes.