Microsoft enhances customer service capabilities with April unified routing update

Microsoft has rolled out the latest update to Unified Routing in April 2025, continuing its commitment to improving customer service operations within Dynamics 365. This update reflects ongoing efforts to streamline intelligent work distribution and optimize agent productivity. As organizations adapt to growing service demands, Microsoft’s enhancements promise to deliver smarter, more responsive routing experiences.

Here are the updates:

• Least Active Routing for Messaging Channels: Ensure balanced workloads by assigning messages based on who ended their last conversation most recently and has the fewest active items in the queue.

• Presence Synchronization APIs: Keep your team available and efficient with smarter presence tracking—preventing overbooked service reps and improving response reliability.

• Shift-Based Routing with Workforce Management: Cut down on transfers and wait times by aligning conversations with your team's actual work schedules.

• Personalized Notifications for Returning Chats: Reconnect returning customers with the same agent for a seamless, personalized support experience.

• Routing Ruleset Templates (Bulk Management): Create and manage rulesets across multiple queues and workstreams—no more redundant configurations!

Microsoft strengthens monitoring capabilities for Power Platform developers

Keeping mission-critical apps running smoothly is essential for business success. Microsoft continues to invest in tools that help makers and administrators gain deeper insight into the performance of their apps. A new addition to the Power Platform toolkit is now in preview, offering enhanced support for managing production environments.

Here’s why should you use Monitor in Power Platform:

• Gain visibility: Access key performance metrics over time to get timely insights into the health of applications across your tenant.

• Simplify operations: Both admins and makers can more easily observe, diagnose, and troubleshoot issues within apps.

• Act faster: Quickly spot apps with degraded performance and use intelligent, built-in recommendations to explore potential solutions.

Microsoft expands capabilities of Copilot Studio with April 2025 update

Microsoft has rolled out its April 2025 updates to Copilot Studio, continuing its push to empower businesses with smarter, more intuitive AI-driven tools. The latest release brings expanded capabilities designed to streamline workflows and enhance user experiences across the platform.

Here are the improvements:

• Computer Use in Agents: Agents can now interact with websites and desktop applications like a human would—navigating menus, clicking buttons, and entering data—enabling automation across systems with graphical user interfaces.

• Advanced Approvals in Agent Flows (Public Preview): Build sophisticated multi-stage approval processes with distinct steps and decision-makers at each stage, improving workflow precision and accountability.

• Customer Managed Keys: Admins can now use Microsoft Azure Key Vault to create and manage their own encryption keys, offering enhanced control over data security at rest.

• ROI Analysis with Viva Insights: Track how your Copilot Studio agents are being used and assess the business outcomes they deliver, with built-in analytics powered by Viva Insights.

• Analytics for Autonomous Agents and Generative Orchestration: Access a comprehensive dashboard that surfaces KPIs like answer rate, action count, usage trends, session duration, and success rates—at both individual agent and aggregate levels.

Microsoft launches new resource hub for Power Platform and Copilot Studio

Microsoft has unveiled a centralized destination designed to help makers, developers, and architects better navigate the Power Platform and Copilot Studio. This new initiative brings together essential tools, guidance, and best practices to support building with confidence at scale.

Here’s what you’ll find:

• Architecture Key Concept: Discover the core principles and recommended practices that guide effective solution architecture with Power Platform and Copilot Studio.

• Reference Architectures: Explore expert-contributed examples showcasing real-world, proven patterns and best practices for building scalable and reliable solutions.

• Solution Idea: Get inspired by detailed architecture documentation for specific use cases, complete with step-by-step implementation guidance to help you bring similar solutions to life.

Visual Studio update enhances code consistency across teams

Microsoft has introduced a new capability in Visual Studio aimed at improving code consistency across projects. This update helps developers streamline collaboration by minimizing issues caused by file encoding mismatches, a common challenge in multi-developer environments.

How it works:

• Benefits: Set a default encoding to ensure consistency across your projects, minimizing the risk of character display issues and data corruption.

• How to set the default file encoding: Go to Tools > Options > Environment > Documents and enable Save files with the following encoding to specify your preferred default encoding.

• Handling conflicts: If Visual Studio encounters an encoding conflict when saving a file, it will alert you with a prompt. This helps you address potential issues immediately and prevent data loss or file corruption.

Power Platform strengthens development workflows with Git integration

Microsoft Power Platform is taking a major step toward modern, collaborative development by integrating Git into its platform. This move empowers makers and developers to manage their app source code more efficiently, enabling better version control and streamlined teamwork.

Here’s what you can do:

• Easily Disconnect and Reconnect: Quickly disconnect your environment or solution from Git and reconnect to a different repository or branch without hassle.

• Support for Existing and Large Solutions: Seamlessly connect your existing solutions — no limits on solution size when committing even the largest builds.

• Expanded Object Support: Most solution components are now Git-compatible, with Microsoft continuing to onboard the remaining legacy components.

• Enhanced User Experience: Git Integration is now fully available in Copilot Studio with improved discoverability, streamlined usability, and clear tracking of who changed what — and when.

Visual Studio 17.14 Preview 3 Now Available with GitHub Copilot Enhancements

Microsoft has released Visual Studio 17.14 Preview 3, offering developers early access to a wave of improvements aimed at streamlining the coding experience. The update brings refinements designed to elevate productivity and integrate AI-powered development more seamlessly into daily workflows.

Here are the improvements:

• Improved Model Access: Access cutting-edge models like Claude 3.7 directly in Visual Studio—no extra setup needed!

• Smarter Code Mapping: Copilot now inserts suggestions exactly where they belong in your code. Seamless and intuitive!

• Next Edit Code Completions: Enjoy smarter, contextual code suggestions based on your previous edits—it's like magic for your IDE!

• Smart Paste Functionality: Paste with confidence—Copilot adjusts code to match your existing structure, reducing manual tweaks.

Visual Studio continues to evolve developer experience with smarter editing tools

Microsoft is doubling down on its commitment to streamline the developer workflow with another thoughtful enhancement in Visual Studio. The latest update introduces subtle improvements aimed at reducing friction in everyday coding tasks—particularly during common operations like copy and paste.

Here’s how it works:

• What it does: Automatically aligns pasted code with your document’s syntax and style, infers parameter changes, fixes minor errors, supports translation between natural and programming languages, and completes missing patterns.

• How to use it: Paste code using Ctrl + V (works best with 3+ lines). Wait for the adaptive suggestion to appear, then press Tab to accept it.

• How to enable it: Navigate to Tools > GitHub > Copilot > Editor, then turn on “Enable Adaptive Paste.”

Power BI rolls out key enhancements in April 2025 update

The April 2025 update for Power BI brings another round of improvements aimed at boosting productivity and delivering deeper insights. With a continued focus on usability and performance, the latest release reflects Microsoft's commitment to evolving the analytics experience.

Here are some of the updates:

• Copilot and AI: Ad hoc calculation support is now available in read mode, making it even easier to get AI-powered answers from your data model.

• Reporting: Save time with one-click mobile-optimized layouts—apply it to new or existing report pages effortlessly.

• Modeling:The Azure Maps visual now supports auto-zoom, instantly focusing on plotted reference layers for better geographic insights.

• Visualizations: Introduce clearer structure with the new Table with Custom Headers by JTA, perfect for organizing complex data displays.

View the full list here.

Microsoft sets the stage for the next era of customer service with AI innovation

Microsoft is reshaping the future of customer engagement with its latest advancements in Dynamics 365. Announced this week, the new capabilities promise to streamline service delivery and enhance customer satisfaction using cutting-edge AI technology.

Here are the three powerful AI agents designed to streamline support workflows and enhance customer experiences:

• Case Management Agent (Dynamics 365 Customer Service): Automate case creation, updates, and customer follow-ups—ensuring faster resolutions and fewer errors.

• Customer Intent Agent (Dynamics 365 Contact Center): Analyze past interactions to build an intent library, helping your team understand what customers really want and deliver tailored support.

• Customer Knowledge Management Agent (Dynamics 365 Customer Service): Easily configure knowledge systems and connect sources with minimal effort—freeing up service reps to focus on customers.