Contact Center with Kristine Risberg

Episode 166: Markus Erlandsson and Malin Martnes chatted with Em D’Arcy from Microsoft about the Copilot Agent Kit and how organizations can govern, monitor, and optimize their growing landscape of AI agents. Em starts by introducing the kit, explaining its origins and how it builds on lessons learned from the Power Platform Center of Excellence … Continue reading Copilot Agent Kit with Em D’Arcy The post Copilot Agent Kit with Em D’Arcy first appeared on CRM Rocks.

Episode 165: Markus Erlandsson chatted with Jukka Niiranen from Niiranen Advisory about one of the most challenging topics in the Microsoft ecosystem: licensing. Jukka starts by sharing how his interest in tracking Microsoft licensing changes led to the creation of licensing.guide and explains why staying on top of licensing updates has become more important than … Continue reading Licensing and Copilot Studio with Jukka Niiranen The post Licensing and Copilot Studio with Jukka Niiranen first appeared on CRM Rocks.

Episode 164: Markus Erlandsson and Malin Martnes chatted with Kristine Risberg from CRMK about Dynamics 365 Contact Center and the future of customer service. Kristine starts by sharing how her background in service operations led her into the world of customer experience technology and contact center solutions. She then explains the differences between Dynamics 365 … Continue reading Contact Center with Kristine Risberg The post Contact Center with Kristine Risberg first appeared on CRM Rocks.

Episode 163: Markus Erlandsson and Malin Martnes chatted with Pauline Kolde from CRMK Deutschland about Customer Insights in 2026 and how the platform has evolved over the past two years. Pauline starts by discussing the transition to real-time marketing, the growing importance of triggers and personalization, and the latest AI-powered capabilities, including journey orchestration agents … Continue reading Customer Insights in 2026 with Pauline Kolde The post Customer Insights in 2026 with Pauline Kolde first appeared on CRM Rocks.

Episode 162: Markus Erlandsson and Malin Magnus chatted with Steve Mordue from Rapid Start about AI, agents, and the future of business applications. Steve starts by sharing his views on the shift from traditional apps to agent-driven experiences and how Microsoft is navigating the AI space. He then digs into the challenges of adopting AI … Continue reading RapidClaw with Steve Mordue The post RapidClaw with Steve Mordue first appeared on CRM Rocks.

In CRM Rocks Episode 161, Markus Erlandsson and Malin Mattnes talk with Inge Magne Brøvik, Microsoft MVP and founder of Brixia, about Dynamics 365 Business Central for CRM professionals. The conversation covers what Business Central is, how it compares to Finance & Operations, and why it’s often a better fit for many organizations than larger enterprise ERP systems. Inge explains key concepts like companies as legal entities, common integration challenges with Dataverse and Dynamics 365 Sales, and when to use out‑of‑the‑box connectors versus APIs. The episode also explores personalization vs. development, Power Automate and approval flows, embedded Power BI reporting, cloud migration from on‑prem NAV, and how Business Central fits into Microsoft’s broader “Better Together” story—now and in the future with AI and agents. A practical and honest episode for CRM consultants, architects, and Microsoft professionals who want to better understand how ERP and CRM really work together. The post Business Central for CRM Folks with Inge Magne Bruvik first appeared on CRM Rocks.

Episode 160: Markus Erlandsson is joined by Heidi Neuhauser and Kylie Kiser to talk about how to manage your Dataverse storage. They start by explaining what Dataverse storage actually consists of and where to see your capacity in the Power Platform Admin Center. Then they discuss what happens when you go over capacity and what … Continue reading Manage Dataverse storage with Heidi Neuhauser and Kylie Kiser The post Manage Dataverse storage with Heidi Neuhauser and Kylie Kiser first appeared on CRM Rocks.

Episode 159: Markus Erlandsson and Malin Martnes chatted with freelancing Laura Graham-Brown about Power BI for CRM folks. Laura starts explaining how Power BI fits in everywhere, and nowhere. In Power Platform, Laura explains how we in CRM can help analytics by designing solutions to fit both worlds. BioData Platform and Business Applications Microsoft MVPBusiness … Continue reading Power BI for CRM folks with Laura Graham-Brown The post Power BI for CRM folks with Laura Graham-Brown first appeared on CRM Rocks.

Episode 158: Markus Erlandsson and Malin Martnes chatted with Ulrikke Akerbæk from Itera about the Hackathon ACDC and how we can run our own hackathon. Ulrikke starts by explaining how she likes starting new projects and getting to learn new team members, then she continues that a hackathon like ACDC is the best way to … Continue reading Running a Hackathon with Ulrikke Akerbæk The post Running a Hackathon with Ulrikke Akerbæk first appeared on CRM Rocks.

Episode 157: Markus Erlandsson and Malin Martnes chatted with Johan Persson from the Engage group, about what we who work with Power Platform need to know about Finance and Operations. We start by talking about what it’s called and how many ERP products there are in the Dynamics family today. Johan continues to discuss various … Continue reading Finance and Operations for Power Platform The post Finance and Operations for Power Platform first appeared on CRM Rocks.