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Email Classification adds intelligent context to enhance Automatic Record Creation (ARC) and enable a smarter service flow. As emails arrive, classification evaluates content and context upfront before any case is created. It identifies real customer issues early while filtering out irrelevant messages.
This signal feeds into Automatic Record Creation rules, ensuri...
Service work rarely happens in isolation. What looks like a single repair or maintenance visit is usually one step in a broader process that spans both service execution and financial tracking.
In many organizations, those two halves stay disconnected: work orders are completed in...
The Quality Evaluation Agent (QEA) in Dynamics 365 Customer Service now supports email evaluations, available in Public Preview. The same structured evaluation framework that powers consistent, automated quality assessments across cases and conversations now extends to customer-facing emails. This expansion brings greater tr...
In regulated, data‑intensive industries, email is both a critical customer channel and one of the easiest ways sensitive information to leak — a single forward, distribution list, or broad recipient line can expose confidential data in seconds. Service teams need to move fast and keep strong controls in place.
Data Sensitivity Labels for Emails
Customer service operations are entering a new phase of evolution, where AI is no longer just assisting work but actively performing it. In Dynamics 365 Customer Service and Contact Center, AI agents now drive core service workflows every single day. For example:
Quality Evaluation Agent