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The Knowledge Management Agent: Turning Resolution into Institutional Memory

The Knowledge Management Agent: Turning Resolution into Institutional Memory

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In my previous post, I discussed why the Evaluation Agent is the keystone of an AI-driven service organization. But evaluation only works if there is a baseline of truth to measure against. In the world of Dynamics 365, that «truth» is your Knowledge Base. Historically, knowledge has been a service bottleneck. It’s expensive to author, difficult to maintain, and frequently out of sync with how issues actually appear in real customer interactions. Most organizations suffer from «Knowledge Decay» a phenomenon…

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Knowledge, Intent, and Evaluation: How Dynamics 365 Is Becoming Agentic

Knowledge, Intent, and Evaluation: How Dynamics 365 Is Becoming Agentic

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For the last few years, Copilot has defined Microsoft’s AI story in Business Applications. However, the introduction of Dynamics 365 autonomous service agents is here to change this. Earlier AI sat alongside users and was suggesting replies, summarizing records, and assisting with tasks. Valuable, but fundamentally assistive and only reacting to users input. In Dynamics 365 Customer Service and Contact Center, Microsoft is now making a more structural move. The platform is shipping first‑party autonomous service agents that take on…

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Connecting Microsoft Copilot to WordPress Using WordPress MCP

Connecting Microsoft Copilot to WordPress Using WordPress MCP

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In the ever-evolving landscape of web development, integrating advanced tools to streamline workflows is essential. One such powerful integration is connecting Microsoft Copilot to WordPress using the WordPress MCP (Model Context Protocol). This article, written by Copilot and posted via MCP. It will guide you through the process of setting up this integration to enhance your WordPress development experience. What is WordPress MCP? WordPress MCP is an open-source plugin available on GitHub, designed to facilitate seamless connections between various services…

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The Customer-First Imperative: Why CRM Implementation should come before ERP

The Customer-First Imperative: Why CRM Implementation should come before ERP

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In the landscape of enterprise digital transformation, leadership faces a critical sequencing decision: which foundational system to implement first? The choice between a Customer Relationship Management (CRM) platform, designed for front-office engagement, and an Enterprise Resource Planning (ERP) system, the backbone of back-office operations, is far more than a technical detail. It is a strategic decision that dictates the architecture, risk profile, and ultimate success of the entire transformation. While traditional wisdom often favored stabilizing internal operations first, the modern…

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A Dynamics 365 CE Consultant’s Guide to Mastering Project Operations

A Dynamics 365 CE Consultant’s Guide to Mastering Project Operations

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Over the last couple of weeks, I have been trying to get a more detailed understanding of Dynamics Project Operations. I have used some of the features to an extent before, but wanted to gain a more in-depth understanding of all its features and functionality. This blog post summarizes my journey into Dynamics Project Operations. Hopefully this post can provide you with a detailed introduction to Dynamcis Project Operations Beyond Sales and Service – Your Next Step in the Dynamics…

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AI: MCP the one feature to rule them all?

AI: MCP the one feature to rule them all?

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If you haven’t been living under a rock, you’ve almost certainly heard about or seen a mention of MCP – Model Context Protocol. But is this the shiny solution to everything when creating you AI agents? While it is a good feature there are tradeoffs to concider, so continue reading to get a deeper understanding. What are MCP This is a fairly new feature, introduced by Anthropic in late 2024 as an open standard. It aims to standardize how AI…

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What’s New in Dynamics 365 Contact Center: Release Wave 2 2025

What’s New in Dynamics 365 Contact Center: Release Wave 2 2025

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The Dynamics 365 Release Wave 2 2025 is on its way, bringing a massive set of enhancements to the new Dynamics 365 Contact Center. I have already covered the release wave for Customer Insights Journeys which you can find here. For the full release planner see the Microsoft documentation This release, with features rolling out from October 2025 to March 2026, is heavily focused on leveraging AI to create smarter, faster, and more efficient customer service experiences. Indeed, we are…

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From Hype to ROI: A short guide to selecting the right AI Model

From Hype to ROI: A short guide to selecting the right AI Model

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The age of AI is not coming; it’s here. But for many, the initial excitement is giving way to a pressing question: how do we move from experimentation to actual return on investment? The answer doesn’t lie in simply adopting «an AI,» but in deploying the right AI for the right task. This requires a strategic shift from treating AI as a monolithic entity to viewing it as a portfolio of specialized tools. This is where the synergy of a…

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Understanding AI: A Non-Technical Guide

Understanding AI: A Non-Technical Guide

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Artificial Intelligence (AI) is rapidly transforming our world, and it’s no longer a concept confined to science fiction or highly technical discussions. I have been working a lot with AI lately and want to try to demystify this technology. This post aims to provide a clear and accessible explanation of AI, breaking down complex ideas into understandable concepts. The journey to understanding AI can be visualized in three levels: Level 1: The Foundation – Large Language Models (LLMs) At the…

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MCP Servers: The Protocol Revolutionizing AI Applications

MCP Servers: The Protocol Revolutionizing AI Applications

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MCP is going viral in tech circles, yet many developers and business leaders are still catching up to understand what it means for the future of AI applications. What is MCP? It stands for Model-Context Protocol, and it’s doing for AI what REST did for the internet: creating a universal standard that changes how systems communicate and operate. Beyond Prompts: The Power of Structured Context For years, we’ve interacted with Large Language Models through prompts – essentially asking questions and…

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