What’s New in Dynamics 365 CRM Apps

Microsoft’s spring 2026 release brings new capabilities across Dynamics 365 CRM. This session is a practical walkthrough of what’s changing in Sales, Customer Service, Customer Insights – Journeys (CIJ), and Field Service.

We’ll cover:

• Sales: AI-driven updates that help sellers build pipeline, enrich opportunities and stay on top of next steps with proactive Copilot support.
• Customer Service: More “agentic” capabilities across case management, email/customer intent, quality evaluation and knowledge, plus better admin/supervisor visibility.
• Customer Insights – Journeys (CIJ): Practical journey improvements that help teams keep messages relevant and take action from journeys.
• Field Service: Updates focused on technician productivity and scheduling, including smarter resource scheduling, stronger mobile reliability, and AI‑assisted tools.

You’ll leave with a clear view of what’s new, what’s worth trying now and what to plan for later in the wave.

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