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Copilot
Microsoft Renames Apps to Align with Copilot Vision
Microsoft has announced updates to its Dynamics 365 customer service platforms, rebranding Customer Service workspace and Contact Center workspace as Copilot Service workspace. The Customer Service admin center and Contact Center admin center will also be renamed Copilot Service admin center.
These changes are part of Microsoft’s AI-first vision aimed at enhancing user experience by clearly distinguishing AI agents from human service representatives. Moving forward, “AI agent” will exclusively refer to autonomous agents, while human consultants will be called “customer service representatives” or simply “representatives” where necessary. Specific features previously labeled “agent,” such as Agent Scripts and Agent Experience Profiles, will be renamed to Scripts and Experience Profiles respectively.
Microsoft expects to roll out these changes by the April 2025 Wave, ensuring consistent terminology across all platforms and improving clarity in customer interactions. Users with customized app names will not be affected, and app designers can be used to customize names, descriptions, or icons. The product names for Dynamics 365 Customer Service and Dynamics 365 Contact Center will remain unchanged.
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Office 365
Teams Phone Extensibility Comes to Dynamics Contact Center
Microsoft has announced the availability of Teams Phone extensibility for Dynamics 365 Contact Center, launching in public preview this April 2025.
This new feature enables Dynamics 365 Contact Center customers to integrate Teams Phone with all telephony options supported by Teams, including Teams Calling Plans, Direct Routing, and Operator Connect, into a unified communication solution.
The integration aims to streamline telephony management across Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS), simplifying deployment, management, and billing of telephony infrastructure.
By leveraging advanced AI features within Dynamics 365 Contact Center, organizations can enhance operations and deliver more efficient, intelligent customer interactions. Additionally, the integration offers broader geographic availability of telephony services and introduces enhanced calling capabilities, including Enhanced 911, compliance recording, calling policies, dial plan configuration, and advanced troubleshooting tools.
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Compliance
Dynamics 365 Contact Center Now HIPAA Compliant
Microsoft has announced that as of March 5, 2025, Dynamics 365 Contact Center is officially HIPAA-compliant, enhancing its credibility for healthcare organizations handling sensitive patient data. This milestone showcases Microsoft’s commitment to providing secure, compliant solutions for customer interactions, especially where privacy is critical.
Healthcare providers can now confidently use AI-driven voice agents and digital messaging bots for tasks like patient scheduling and information management, alongside human support, with the assurance of HIPAA-compliant tools. This compliance achievement strengthens patient trust by ensuring robust data protection throughout interactions.
The latest HIPAA certification adds to a series of compliance achievements made by Dynamics 365 Contact Center, including PCI DSS compliance (January 2025), ISO compliance (December 2024), and SOC2 compliance (November 2024). These certifications demonstrate Microsoft’s ongoing dedication to meeting high-security standards.
Additional enhancements in Dynamics 365 Contact Center include multilingual voice agents, improved speech recognition, advanced reporting, enhanced routing and assignment capabilities, and integrations with third-party CRMs like ServiceNow. The introduction of Copilot Studio-powered customer feedback surveys and first-party WhatsApp integration also contribute to a better customer experience.
Healthcare organizations interested in leveraging these compliance improvements and enhanced capabilities can contact us for more information.
Business Central
New Permission Model Rolls Out in Business Central
Microsoft has introduced a significant update to Dynamics 365 Business Central, transforming how permissions are managed across the platform. This overhaul aims to bolster security, simplify administration, and provide greater flexibility for businesses.
The update replaces the outdated User Groups model with Microsoft 365-integrated Security Groups, allowing centralized management of user permissions. Administrators can now assign and modify permissions through a unified system that spans multiple platforms, streamlining the process and enhancing security.
Additionally, Microsoft has introduced Composable Permission Sets, enabling companies to build reusable modules of permissions that cater to specific roles. This modular approach makes it easier to configure and maintain access controls in dynamic environments.
A standout feature of the update is the introduction of a Hierarchical Permission Structure. This model offers automatic permission updates and the ability to selectively include or exclude permissions, providing enhanced control over user access. Businesses can now implement record-level filtering, ensuring that users only access data relevant to their roles.
Microsoft's shift to a dynamic permission management model aligns with broader trends towards adaptive security frameworks and Zero Trust architectures. With automatic updates, improved integration with Microsoft 365, and the ability to customize permissions with precision, organizations can now ensure better compliance and data security.
For companies looking to enhance their security posture, these changes in Dynamics 365 Business Central present an opportunity to modernize access control mechanisms and optimize user management.
Upgrades
Smart Paste and Copilot Upgrades Arrive in April for Dynamics 365
With the 2025 Release Wave 1 beginning in April, users can expect major improvements like smart paste in model-driven apps, allowing users to autofill forms using text copied from any source. Copilot now turns tabular data into interactive charts, enabling deeper insights in fewer clicks.
Power Apps receives upgrades including the new data exploration agent, “Visualize with Copilot,” and a GA rollout for Code View. Power Automate users benefit from real-time desktop flow logging and certificate-based authentication via Azure Key Vault. Meanwhile, Copilot Studio now supports publishing custom agents to Microsoft 365 Copilot Chat and offers new analytics tools.
On the Dynamics 365 CE side, enhancements include AI accelerators for sales and fresh tools for agents. However, several features are being retired. Notably, the “Ask a virtual agent” feature will be deprecated by March 2025, with other services like Snowflake connectors and BYOK Dataverse services following.
The update also highlights learning resources such as workshops on Copilot Studio and AI-assisted learning plans to help users upskill with confidence.
From smarter agents to more secure automation, Microsoft continues pushing toward an AI-first future for business apps.