Dynamics 365 Customer Service Introduces Timeout Rules for Smarter Customer Service Automation

Microsoft is rolling out a new capability in Dynamics 365 Customer Service that enhances how teams automate responses during inactive conversations. The update introduces smarter timeout handling designed to keep support workflows moving smoothly. More details reveal how this feature strengthens overall service efficiency.

Here’s the quick rundown:

• Why use it?

  Timeout rules help teams stay on top of SLAs, streamline workflows, and keep customer experiences consistent across all messaging channels.

• How does it work?

  Think of scenarios like inactive chats — instead of letting them linger, timeout rules can automatically close them after a set period. No manual cleanup needed.

• Expanded channel support

  Timeout rules now work across major channels including persistent chat, SMS, Teams, WhatsApp, LINE, Messenger, WeChat, Apple Messages for Business, and live chat.

• Keep conversations moving

  You can automatically shift active conversations into a waiting state, helping your team focus on urgent issues first.

• What’s next?

  More capabilities are on the way — including automatically releasing conversations back into the queue for quicker resolution.

Ready to see how a customer relationship management system can transform your organisation? Get in touch with us today!

Power BI Q&A to Retire by December 2026: What You Need to Know

Microsoft announced on December 1, 2025 that the legacy natural-language feature Power BI Q&A will be fully deprecated in December 2026. Instead, users will be encouraged to adopt Power BI Copilot, which offers a more advanced, AI-driven way to query data and build visuals.

Here’s what you need to know:

• Why the change?
  Microsoft is moving to Copilot to remove overlapping features and deliver a more modern, intuitive, and consistent AI experience across Power BI.

• What’s affected?
  All Q&A experiences—reports, dashboards, and embedded analytics—along with Q&A Setup, will be phased out.

• Deprecation timeline
  By December 2026, all Q&A visuals and setups will be removed, and existing ones across reports, dashboards, mobile, and embedded scenarios will no longer function.

• What should you do next?
  Start transitioning to Copilot and Chat with your data, giving you a more powerful and seamless way to explore insights across Power BI.

Want to unlock more Power BI capabilities? Explore Business Intelligence and contact us today.

Dynamics 365 Customer Service & Dynamics 365 Contact Center Launch Autonomous Case Resolution

Customer expectations for fast, accurate, and personalized support are rising — and now Dynamics 365 Customer Service together with Dynamics 365 Contact Center are answering the call. The new autonomous case resolution feature empowers support teams by automatically generating email responses and resolving cases with minimal human intervention. This promises to cut resolution times drastically and let agents focus on more complex, high-value issues.

Here’s what you need to know:

• Why it matters

  Resolve customer issues faster with minimal human intervention—efficiently, intelligently, and empathetically.

• Faster resolution

  The agent instantly determines customer intent and drafts professional, empathetic responses using tailored templates for each scenario.

• Seamless collaboration

  It works with other specialised agents to handle domain-specific tasks, keeping the entire case flow connected and efficient.

• Smart escalation

  If customer intent isn’t identified, the case is escalated to a human rep. If the customer becomes unresponsive, a follow-up/closure sub-agent steps in to keep things moving.

• Handles multiple intents

  Multiple concerns in one case? No problem. The agent resolves them sequentially, reducing duplication for support teams and ensuring a unified customer experience.

Ready to transform your case management with Dynamics 365? Get in touch with us today!

Copilot Rolls Out Smart Email-Template Suggestions in Dynamics 365 Customer Service

Microsoft has introduced a new Copilot-powered capability designed to refine how customer service teams create and send emails in Dynamics 365. The update aims to streamline communication workflows and elevate overall productivity. More details highlight how AI is reshaping everyday support tasks.

Here’s what you need to know:

• Why this helps

  Copilot looks at your email content, context, and intent, then suggests the best template so you can respond quickly and confidently.

• Got a specific prompt in mind?

  Just type it into Inline Email Assist. Copilot will find the right template and even draft a contextualised email for you.

• Smart recommendations, right where you work

  As you compose your message, Copilot suggests the best-fit templates based on the case details—no extra clicks needed.

• Other capabilities

  If no template suits the situation, Copilot can create a draft from scratch, pull in relevant knowledge base content, and use template tagging to ensure responses are tailored. You still get full control to review and edit before sending.

See how much more you can achieve with Dynamics 365. Explore Customer Relationship Management and reach out to us today!

Customer Feedback Survey Agent Is Now Generally Available in Dynamics 365 Contact Center

The Customer Feedback Survey Agent, powered by Microsoft Copilot Studio, is now generally available in Dynamics 365 Contact Center. It allows organizations to collect customer feedback directly within chats, making the process faster and more seamless.

Here’s what’s new:

• Choose your survey type

  Start from scratch or pick one of the built-in templates: Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), or Customer Effort Score (CES).

• Customise with ease

  Add questions, automate workflows with Power Automate, and tailor your survey agents to match your business needs.

• Deploy across channels

  Publish your survey agent once and use it across voice, live chat, and social channel.

• Why it matters

  Survey agents help you centralise feedback collection, trigger contextual actions based on customer responses, leverage ready-made templates, and empower supervisors with insights to improve service quality.

Discover how AI can boost your productivity in Dynamics 365 and Power Platform—explore Infinity AI Agents and get in touch with us today!

TMDL Visual Studio Code Extension Now Generally Available for Power BI

The TMDL Visual Studio Code Extension is now officially GA — offering semantic highlighting for DAX and Power Query, code navigation, formatting, localization, and other advanced authoring tools. This update empowers data teams to build and maintain semantic models in Power BI projects with enhanced readability, efficiency, and code-centric workflows.

Here’s what you need to know:

• How to Get Started

  Install the TMDL Extension from the Visual Studio Marketplace to accelerate your semantic model development.

• DAX Support

  Enjoy improved readability with semantic highlighting, real-time diagnostics, and autocomplete for DAX inside TMDL documents.

• Localization

  Hover descriptions and code action messages now adapt to your Visual Studio Code language settings for a consistent authoring experience.

• Code Actions

  Quickly fix and refactor issues like duplicated lineage tags and misspelled properties.

• Code Navigation

  Navigate TMDL objects effortlessly through a clean hierarchical structure.

• Code Formatting

  Automatically format your TMDL code for readability and consistency.

See how custom applications can transform your organisation. Get in touch with us today!

Power BI Adds Rich Interactivity to Images with New Visual Enhancements

Microsoft Power BI is rolling out a major update to its image visual, giving report creators more flexibility and interactivity. The new features include state-based formatting (hover, pressed, default), richer styling options, and enhanced image source control. With these improvements, images in reports can now be more dynamic, branded, and responsive.

Here’s what you need to know:

• State-based customization

  Style your image visual across multiple interaction states — All, Default, Hover, and Pressed — to create richer, more responsive report experiences.

• Rich styling controls

  Power BI now offers more precise control over backgrounds, borders, and shapes, making it easier to align the image visual with your report’s design.

• Image sources and effects

  You can now pull images from URLs, data columns, or device uploads, and fine-tune them with improved fit options and effects like exposure, contrast, saturation, and blur.

• How to get started

  Insert an Image Visual from the Insert tab or Visualizations pane, choose your style and state, and start customizing to bring your report visuals to life.

Discover more capabilities in Power BI. Explore Business Intelligence and contact us today!

Microsoft Unveils “New Power Apps” with AI-Agent Driven Development

Microsoft has launched a redesigned Power Apps experience, introducing a collaborative, AI-agent powered development environment at Microsoft Ignite 2025. The new platform enables makers to describe their app ideas in natural language, and a team of intelligent agents will automatically generate data models, user stories, and full-stack code. With tighter integration of Microsoft 365 Copilot, organizations can build, manage, and scale apps securely on the Power Platform.

Here’s what’s new:

• Build apps without the hassle

  The new developer experience at vibe.powerapps.com empowers everyone — from business users to pro devs — to co-create with AI agents that help define requirements, generate data models, and now even code full-stack applications in minutes.

• AI-powered creation

  Apps, agents, and Microsoft Copilot now work in sync, delivering a unified AI-assisted building experience across business and productivity apps.

• Enhanced governance & security

  Premium Power Platform governance capabilities continue to grow. The Managed Platform now includes improved inventory and usage reporting, giving admins instant insights into apps, automations, and agents.

• Build apps that understand the why

  Power Apps now features a reimagined agentic experience that goes beyond surface-level instructions. Simply describe what you need, and AI agents craft user stories, optimize data models, and generate full-stack code — all based on the intent behind your idea.

Want to pair your Dynamics 365 and Power Platform with applications that work for you? Discover our Custom Business Applications and contact us today.

New Card Visual Now Generally Available in Power BI Reports

Microsoft Power BI has officially released the revamped Card visual in general availability, giving report creators a more modern, visually compelling way to surface key metrics. The update brings major design upgrades: it supports hero images, offers new default styling, and introduces a flexible collage layout for better visual storytelling.

Here’s what’s new:

• Uploading hero images

  You can now add hero images in three ways: upload directly from your device, paste an image URL, or use an image sourced from a data column.

• Modernized default styling (opt-in for existing reports)

  The updated design introduces improved spacing, cleaner typography, and a refreshed layout—helping your reports look more professional right out of the box.

• More layout and ordering options

  Leverage the new dynamic collage layout to emphasize key sections while maintaining balance across the visual. You can also control the order of the Callout area, Reference label, and hero image.

• UI and experience enhancements

  Expect smoother alignment, more consistent spacing, and overall layout improvements—covering callout image alignment, background image behavior, reference label padding, and autogrid enhancements.

See the impact of smarter data visualization with Power BI. Explore our Independent Police Conduct Authority case study and contact us to get started!

Power BI Mobile Gets a Standalone Chat Copilot to Access Data Anywhere

Microsoft is rolling out a preview of standalone Copilot in its Power BI mobile apps, enabling users to “chat with your data” directly from their phone or tablet. This full-screen AI interface brings the same conversational experience found in Power BI Service to mobile, allowing you to ask questions, get summaries, and access insights without opening individual reports.

Here’s what you need to know:

• How to Get Started

  To use Standalone Copilot, your activity must be linked to a capacity—either Fabric Copilot capacity or a workspace with Fabric capacity. Once enabled, you’ll see a new Copilot button on your mobile home screen, ready for instant insights.

• What You Can Do With It

  Go beyond basic Q&A with interactive visualizations, citations in summaries, and dictation support on iPhone and iPad.

• Share Insights Effortlessly

  Share insights easily using the share button from the visual pane or copy responses directly from the chat for quick collaboration.

• Get Your Data AI-Ready

  Structured, clear data helps Copilot deliver stronger insights. Semantic model authors can use built-in tools to get their data AI-ready

Discover the benefits Power BI can bring to your organization. Explore Business Intelligence and contact us today!