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Stories, Journeys, and Ideas for the crazy ones.

Join me on a journey where every post brings a fresh perspective. This blog is for those who are driven by curiosity and a desire to learn.

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Designing a Multi-Agent System in Copilot Studio for Dynamics 365 Customer Service & Sales

High-volume inbound channels — emails, chats, and calls — drain service and sales teams when most queries are routine. A multi-agent system in Microsoft Copilot Studio can autonomously handle product lookups, quote generation, troubleshooting, and recruiting guidance, escalating only the exceptions to human reps. This article shows you how to architect, deploy, and govern specialized agents that integrate with Dynamics 365 Customer Service and Sales, cutting response times and freeing your teams for high-value work.

Holger Imbery
Written by Holger Imbery

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Dynamics 365 Customer Service - escalating to a Teams User

Dynamics 365 Customer Service - escalating to a Teams User Motivation Service for Customers and employees is not always limited to Dynamics 365 Customer Service. The enterprise employees must often assist agents in customer service scenarios and...

Holger Imbery
Written by Holger Imbery
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Dynamics 365 Customer Service Voice Channel

Dynamics 365 Customer Service Voice Channel Motivation When you create a free Dynamics Customer Service trial, you will get sixty minutes of PSTN Calls (US Toll-free Numbers). After 60 minutes, you can bring your SIP-Trunk via Azure Communicati...

Holger Imbery
Written by Holger Imbery
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Multilingual IVR Replacement for Dynamics 365 Customer Service (Voice Bot)

Multilingual IVR Replacement for Dynamics 365 Customer Service (Voice Bot) Imagine serving your customers and employees immediately in their native language, without waiting in Contact Center Queues, 24/7, with your new self-service voice bot fac...

Holger Imbery
Written by Holger Imbery
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Power Virtual Agents extensions for Dynamics 365 (workaround on installation hiccups)

Power Virtual Agents extensions for Dynamics 365 (workaround on installation hiccups) Situation You want to use Power Virtual Agent with Dynamics 365 Customer Service, and you are trying to install the extensions to activate variables and action...

Holger Imbery
Written by Holger Imbery
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The Chitchat of the other kind - ChatGPT in Power Virtual Agents

The Chitchat of the other kind - ChatGPT in Power Virtual Agents (By now) more weekend fun than a scenario to implement in a production environment. Motivation While working with bots, you must consider two points, how to present the answer and...

Holger Imbery
Written by Holger Imbery
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Dynamics 365 Customer Service with Power Virtual Agents - Part 2 (automation with voice/voice bots)

Dynamics 365 Customer Service with Power Virtual Agents - Part 2 (automation with voice/voice bots) This article is the second part of a Kickstarter of two pieces and part of my “Dynamics 365 automation with bots/voice bots 101” series. In this ...

Holger Imbery
Written by Holger Imbery

Hello, I’m Holger

Microsoft MVP & MCT | Low Code Hacker | Copilot, Copilot Studio, Power Platform & Azure Architect

I’m a Microsoft MVP, specializing in agentic AI, autonomous systems, and the Microsoft Power Platform—with a focus on Copilot Studio and Azure AI Services. This blog provides practical insights and real-world approaches to building secure, scalable, and responsible AI solutions. Your feedback is always welcome—let’s start the conversation.

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