With the General Availability of Service Agent and MCP tools in Microsoft 365 Copilot, service organizations continue to get the benefits of Copilot in customer service, now powered by the rich business context and grounded intelligence of both Dynamics 365 and Microsoft 365. Whether they’re new in career or experienced customer service representatives, your employees get tools from Microsoft to help deliver a better support experience for your customers. With this release, we have added rich, interactive app-in-chat experiences, ensuring that customer service representatives do not need to solely rely on text-based conversational UX. Employees can investigate issues, navigate complex processes, and complete tasks without leaving the conversation. The result is a more connected, action-oriented experience that helps service professionals move from understanding to resolution faster in Dynamics 365 Customer Service and across Microsoft 365 apps.

“What excites us about Service Agent is the move from reactive search to proactive intelligence. When teams can begin the day with the right context, dependencies and handoffs already surfaced, and act on that trusted context from one place, it changes how service work gets done.”

— DP Indetkar, Northern Trust

From preview to general availability

When Microsoft released the public preview of Service Agent in March 2026, it introduced natural-language reasoning across Dynamics 365 and Microsoft 365. Service Agent prioritized cases, summarized interactions, and surfaced knowledge from Dataverse and SharePoint. Teams updated cases, added notes, and created child cases from one unified Copilot experience.

Those preview capabilities helped service teams ramp up faster, respond with more confidence, and keep case data current with less manual effort. By unifying context across Microsoft 365 and Dynamics 365 through Work IQ—while respecting existing permissions—Service Agent made it easier to ask service questions naturally and get synthesized, cited answers in the flow of work.

With general availability, Service Agent moves from answering and summarizing to taking action across the entire service workflow. Service Agent is powered by a robust MCP server designed for service tasks, and delivers 70+ new MCP tools alongside 20+ core product enhancements that extend Service Agent into an action-capable agent for customer service teams. It provides both depth in out of box capability coverage, and the extensibility and customization layer for organization to tailor it to their unique needs.

Figure 1: Responsive, dynamically generated apps inline to the Copilot conversation

New capabilities across the service workflow

At General Availability, Service Agent expands across the service lifecycle with high-value capabilities that help service professionals understand issues, find answers, take action, and improve outcomes without leaving the conversation:

• Case and customer context: Quickly summarize cases, conversations, accounts, contacts, timelines, and related service activity so agents can understand the full customer situation faster.
• Knowledge and answer discovery: Search, synthesize, and draft from trusted knowledge sources across Dataverse, SharePoint, and Microsoft 365, with grounded answers that help agents respond confidently.
• Service actions and follow-through: Update cases, create notes and activities, draft customer communications, recommend next best actions, and keep work moving from within the Copilot conversation.
• Quality, coaching, and operations: Support consistent service outcomes with evaluation insights, coaching signals, SLA and queue visibility, workforce context, and supervisor-oriented monitoring.
• Extensibility and admin control: Give organizations the flexibility to configure, govern, and extend Service Agent with role-based controls, custom MCP tools, environment configuration, and Microsoft 365 grounding.
• In-chat experiences: persistent, auto-updating widgets; file upload and image understanding; image generation; on-demand charts from service data; the ability to create Word, Excel, and PowerPoint files; and interactive apps-in-chat with grids, forms, and cards.

Why this matters for service teams

Great service depends on the right context at the right moment. But in many organizations, the information service professionals need is spread across case records, knowledge bases, emails, and conversations—and often locked inside a single app. Service Agent closes that gap by bringing the right context into Microsoft 365 Copilot, grounded in both Microsoft Graph and Dataverse through Work IQ, so professionals can reason and act wherever they work.

For service organizations, that can mean stronger agent productivity, faster resolution, more consistent knowledge use, and better case hygiene. For service professionals, it means less time searching across systems, less post-interaction admin work, and more time focused on customers. New team members ramp up faster because the knowledge context and likely intent surface automatically.

With general availability, service organizations can bring Service Agent to more teams and embed AI-powered support more consistently into everyday service work. And because it ships with granular, reversible controls—per role, per app module, and per queue—teams can roll out at their own pace and run side-by-side with existing experiences during the transition.

Available now

Now generally available, Service Agent is ready to help service organizations scale AI-powered service across their teams. Service professionals can use it to get fast, cited answers, review case and customer context, and take action across the service workflow—all in the flow of work across Dynamics 365, Teams, and Outlook.

To get started, customers need a Dynamics 365 Customer Service license (Enterprise or Premium edition) for access to case data, knowledge, and service workflows. A Microsoft 365 Copilot license unlocks the fully integrated experience—case context, Microsoft 365 data, and AI actions in one place. Admins can provision Service Agent through the Microsoft 365 admin center.

General availability is an important milestone for Service Agent—and an exciting next step in helping service teams resolve issues with more speed, clarity, and confidence. We can’t wait to see how organizations use Service Agent to show up prepared, stay grounded in customer context, and keep every case moving forward.

Get started with Service Agent now!

Enable Service Agent in Microsoft 365 Copilot

Service Agent Overview

Overview of Dynamics 365 Customer Service MCP tools

The post Microsoft 365 and Dynamics 365 now provide a unified customer service experience appeared first on Microsoft Dynamics 365 Blog.

The first days in a new role set the tone for an employee’s entire journey. Done well, onboarding builds confidence, connection, and commitment. Done poorly, it erodes trust and raises the risk of early attrition.

Yet onboarding is also one of the most operationally demanding processes HR teams own. The process often spans disconnected systems and relies on manual data entry. HR, hiring managers, and new hires must coordinate closely during a critical first impression. These challenges slow productivity, create compliance gaps, and deliver inconsistent onboarding experiences.

We built the Onboarding Agent in Microsoft Dynamics 365 Human Resources to close the gaps. Now in public preview, the Onboarding Agent delivers a connected experience that helps streamline onboarding activities. The solution helps new hires ramp up faster, build connections, and stay engaged from day one. It works directly within Microsoft Teams, allowing employees to stay in the flow of work. It also writes data back to Dynamics 365 Human Resources, keeping records up to date.

What is the Onboarding Agent in Dynamics 365 Human Resources?

The Onboarding Agent in Dynamics 365 Human Resources guides HR teams and new hires through onboarding. It coordinates onboarding activities as a single, connected journey. The agent automates common setup tasks and recommends the next best action. It supports compliance, maintains accurate records, and helps HR scale personalized onboarding.

What makes the Onboarding Agent different

Rather than adding another onboarding portal for people to log into, the Onboarding Agent rethinks where and how onboarding happens.

• It works where people already are. The experience runs in Microsoft Teams, helping HR managers and new hires avoid switching systems or learning new tools.
• It’s grounded in your system of record. The agent writes onboarding actions back to Dynamics 365 Human Resources. It captures records consistently and accurately. This helps support HR processes and downstream payroll readiness. Compensation flows downstream to Finance, helping ensure new hires are ready for their first pay cycle.
• It’s intelligent, not just automated. This is where AI can do the real work. The agent uses recruitment data, uploaded documents, and natural language to streamline onboarding. It drafts records and extracts key details automatically. The agent also recommends onboarding checklists and leave plans. People can then review and confirm instead of retyping information.
• It’s multi-role by design. Two tailored experiences, one for HR managers and one for new hires, work together to turn the handoffs that typically cause delays into a single, continuous flow.

A smart experience for HR managers

HR teams often manage candidate lists, worker records, positions, checklists, leave plans, and compensation separately. The Onboarding Agent unifies these tasks into one guided onboarding flow. It starts proactively and guides users through each step. HR professionals remain in control throughout the entire process.

Designed to support accelerated onboarding with proactive alerts. The Onboarding agent for HR can surface candidates who are ready for hiring directly in Teams. HR managers can select one or more and start onboarding immediately, helping to minimize the need for manual data entry at the start of onboarding.

Helps draft HR records automatically so HR managers can focus on the exceptions. The agent can generate draft worker records, assign positions, recommend personalized onboarding checklists based on the role, and suggest leave plans tailored to role, location, and policy. HR managers review, edit, and finalize before anything is committed, maintaining flexibility while helping ensure consistency and policy compliance from day one.

Streamline compensation entry. HR managers can enter compensation for one or many employees in a single streamlined flow, with eligibility and validation checks applied in real time to help identify potential issues before records are finalized in Dynamics 365 Human Resources and Finance.

It can give HR a centralized onboarding view. A consolidated onboarding summary surfaces activities in one immersive workspace, giving HR professionals and managers the visibility and control to track progress and act on what’s outstanding.

This enables a consistent onboarding experience while helping minimize manual steps through guided workflows and automation, giving HR teams greater confidence that every hire is set up correctly and compliantly.

A welcoming experience for new hires

For new hires, the Onboarding Agent is a first-day companion that can replace a daunting, ambiguous checklist with a clear, guided path. As soon as they join, Onboarding Agent for new hires can send a personalized welcome message along with links to key resources curated for them and can lay out exactly what to do first, with progress reflected back as each step completes. From there, the agent can keep onboarding moving by turning required information into guided, easy-to-complete steps.

Whether completing onboarding tasks, introducing themselves to the team, or reviewing their progress, new hires can be guided through each step of the journey.

Capture onboarding details while minimizing manual effort. Personal details carried over from recruitment can be presented for quick review and confirmation rather than re-entry. New hires can upload an identification document directly in the experience. The agent extracts the document details and drafts an identification record for review and saving. It can even read address details from that same document, and when a hire prefers to type an address in plain, natural language, the agent structures it automatically. Contact details gathered during recruitment can arrive pre-populated and ready to confirm.

Guide new hires through their first team introduction. The agent helps craft a self-introduction email to the manager and project team, gathering a few details, generating a polished draft, and handing it off to Outlook to personalize and send.

Close the loop with a clear onboarding summary. An onboarding summary brings together personal details, identification, address information, contact details, and the introduction email in one place. It also directs new hires to any remaining tasks in Dynamics 365 Human Resources, helping them complete onboarding and clearly understand their next steps.

The experience helps new hires focus on building relationships and succeeding in their role rather than navigating paperwork and forms.

Why it matters for your business

The Onboarding Agent can help turn onboarding from an operational burden into a more strategic approach:

• For HR leaders (CHRO/CPO): Scale a consistent, high-touch onboarding experience to every hire across every role and location without adding operational strain and gain visibility into onboarding progress to help identify potential gaps early.
• For HR managers: Minimize time spent on repetitive onboarding tasks through automated drafts, recommendations, and validation; help ensure compliance; and track progress across every hire in real time.
• For hiring managers: Simplify the onboarding experience and enable team members to arrive prepared and connected.
• For new hires: Feel welcomed, informed, and connected from the start and get up to speed efficiently with guided onboarding steps and clarity on next actions.

Availability and what’s next

The Onboarding Agent is available in public preview today. The preview includes two experiences that work together:

• Onboarding Agent for HR managers: candidate selection, worker record creation, checklist and leave plan recommendations, compensation, and a consolidated onboarding summary.
• Onboarding Agent for new hires: a personalized welcome kit, personal details, identification, address, contacts, a self-introduction email, and a final summary.

These experiences will continue to evolve and we’ll keep validating new capabilities with early adopters and customers using your feedback to guide what comes next.

Onboarding is where the employee experience begins. With the Onboarding Agent in Dynamics 365 Human Resources, it can begin smart, smooth, and natural.

To learn more about Dynamics 365 Human Resources, visit HR Onboarding Agent Overview. Customers and partners interested in the preview can contact their Microsoft representative.

The post Introducing the Onboarding Agent in Dynamics 365 Human Resources appeared first on Microsoft Dynamics 365 Blog.

AI agents are reshaping retail, but an agent is only as powerful as the systems it can reach. Connecting agents to commerce often means building custom integrations for every data source and channel, an approach that is brittle, slow, and challenging to scale. The Model Context Protocol (MCP) changes this. MCP is an open standard that lets a platform expose its capabilities once, enabling supported AI agents across multiple surfaces to call them in real time.

At NRF 2026, we introduced the Dynamics 365 Commerce MCP server as the foundation for agentic commerce. Adding to the MCP framework established by the Dynamics 365 ERP MCP server, the Dynamics 365 Commerce MCP server brings retail-specific business logic into the agentic ecosystem: product discovery, inventory availability, pricing, discounts, checkout, store operations etc.

Dynamics 365 Commerce MCP server now in Public Preview

Retailers and partners can now build agents that support the entire commerce lifecycle, operate across the full commerce value chain, and deliver secure, governed, context-aware, and consistent experiences.. Early feedback has been encouraging, with customers and partners expressing strong interest in AI-driven commerce capabilities.

Michael Hill, one of Australia’s leading jewelry retailers, has already been exploring the potential of the Dynamics 365 Commerce MCP server.

 “Our early experience with  testing Dynamics 365 Commerce MCP server has been promising. Having access to this type of tooling creates a practical way to introduce AI-driven innovation at the pace retail demands, simply by layering intelligence over existing commerce platforms.”

 — Shaun Morley, Group Retail and Omnichannel Systems Manager, Michael Hill

AMICIS Solutions is a Microsoft Solutions Partner specializing in commerce solutions for retail, hospitality, convenience, and aviation. Their early adoption of the Dynamics 365 Commerce MCP server reflects their commitment to building the next generation of agentic commerce experiences.

“Getting early access to the Dynamics Commerce MCP server has been a fantastic experience for us as a Microsoft partner. We used it to build a voice-driven commerce agent that puts natural-language intelligence right on top of Dynamics 365 Store Commerce, so store associates can search the catalog, manage carts, look up customers, and handle everyday POS tasks just by talking.”

— Gudni Vilmundarson, Director, Amicis Solutions

The opportunity: Commerce anywhere, powered by AI agents

Retail is at an inflection point. Consumer expectations have moved beyond omnichannel. Shoppers increasingly expect seamless, connected interactions where they move effortlessly from social-commerce discovery to mobile checkout, in-store pickup, curbside fulfillment, or voice-activated reordering. At the same time, retailers face sustained margin pressure, volatile demand, and labor constraints requiring making decisions and executing more continuously.

Retail Frontier Firms are responding by adopting an operating model where AI agents work alongside people, sensing, deciding, and acting across the retail value chain. The Dynamics 365 Commerce MCP server is the foundation that makes this possible.

Conversational commerce experiences

Commerce is increasingly incorporating conversational experiences. Customers want to text, talk, or chat their way to a purchase through messaging apps, voice assistants, social platforms, or GenAI interfaces like ChatGPT and Copilot. This shift demands a commerce engine that compatible agents, on any surface, can call in real time. The Dynamics 365 Commerce MCP server addresses this demand by giving every AI agent standardized access to the full commerce stack, from product discovery and pricing to cart, checkout, and order management, reducing the need for custom connectors in many scenarios or point-to-point wiring. Build once and extend across multiple channels.

Store operations reinvented

Store associates today can spend significant time navigating complex systems and not enough time with customers. The Dynamics 365 Commerce MCP server changes this by giving AI agents real-time access to commerce operations, so associates interact with store systems through natural language instead of memorized workflows. With Dynamics 365 Commerce MCP server-powered agents, associates can complete returns, exchanges, and order lookups using voice without stepping through multi-screen POS flows. Clienteling agents bring together purchase history, preferences, and loyalty data for personalized service. Receiving, fulfillment, and replenishment tasks become simple spoken requests. The result: faster onboarding, fewer errors, higher associate productivity, and more time on the floor where it matters most.

Autonomous agents that act across the commerce value chain

Beyond assisting humans in real time, the Dynamics 365 Commerce MCP server enables a new class of autonomous agents that can operate with configurable automation and approval workflows when a customer or associate initiates an action. Agents can spot restocking needs from B2B distributor demand and sales signals, notify teams in advance, and recommend or trigger reorder actions based on configured rules and approvals. They can detect when prices drop and reach out to a customer with a personalized offer. They monitor inventory levels across locations and reposition stock based on predicted demand before a shortage occurs. Subscription and replenishment agents maintain cadence without manual intervention, adjusting quantities and timing based on actual usage. For retailers, this means enabling more proactive and automated commerce operations: orders placed, customers retained, and inventory optimized with minimal disruption to your workers.

Commerce + ERP: One MCP foundation for the retail value chain

The full power of MCP emerges when Dynamics 365 Commerce and Dynamics 365 ERP MCP servers work together. The Dynamics 365 Commerce MCP server handles the selling side: product discovery, pricing, checkout, and order management. The Dynamics 365 ERP MCP server handles what comes before and after: merchandising, demand planning, procurement, inventory allocation, fulfillment, and financials. Pricing agents can read trade agreements, cost structures, and margin targets from the Dynamics 365 ERP MCP server to dynamically set and adjust prices across channels without manual intervention. Inventory agents monitor real-time stock levels across warehouses and stores, initiate replenishment when inventory falls below defined thresholds, and deliver accurate availability promises to customers at the point of sale. Post-purchase, agents track fulfillment, process returns with automatic ledger updates, and reconcile payments across both systems. Together, they give agents access to the entire value chain from planning to selling to settlement.

Architecture: How the Dynamics 365 Commerce MCP server works

The Dynamics 365 Commerce MCP server delivers Microsoft-managed commerce tools for storefronts, point-of-sale, and other clients. Built-in security and governance let retailers create unique commerce experiences without managing MCP infrastructure.

We’ve designed the Dynamics 365 Commerce MCP server tools around customer intent, not APIs. Instead of exposing individual APIs, the MCP server provides purposeful tools for complete retail scenarios. Agents can discover products, check availability, apply discounts, build carts, and select fulfillment options seamlessly.

Dynamics 365 Commerce MCP server is a first-party MCP server that runs as a Microsoft managed endpoint on the Dynamics 365 Commerce Scale Unit (CSU), the same headless commerce engine powering Dynamics 365 Commerce storefronts, point-of-sale, and other clients. With enterprise-grade security, governance, and lifecycle management built in, teams can focus on delivering differentiated commerce experiences without building and maintaining their own MCP infrastructure.

The Dynamics 365 Commerce MCP server exposes tools designed around customer intent, not APIs. Instead of exposing individual APIs, the MCP server provides purpose-built tools for retail scenarios. Agents can discover products, check availability, apply discounts, build carts, and select fulfillment options in a single interaction.

MCP tools for shopping, checkout, and order lookup

The Dynamics 365 Commerce MCP server exposes commerce capabilities as AI tools that support end-to-end retail journeys. Each tool targets a business scenario, enabling agents to fulfill user intent through a single interaction.

The tools available today support core shopping journey scenarios from product discovery through checkout. Shoppers can browse the catalog, search for products, and view detailed product information including pricing, active discounts, and real time inventory availability. From there, agents can add items to cart, apply promotions, and complete checkout using Pay by Link. This works for both guest and authenticated users. Returning customers can also retrieve their full order history and order details, including status, line items, and fulfillment tracking. Authenticated consumer experiences are supported by agent hosts that support C2 authentication.

With this tool set, retailers can enable conversational discovery and selling experiences wherever their customers are: ecommerce sites, WhatsApp, GenAI platforms, and any channel that supports agent interactions. The same tools power the experience regardless of surface, giving retailers one investment that works across supported channels.

The following tools are available today in Public Preview

Beyond Public Preview, future capabilities are outlined in the official Dynamics 365 release plans. Please refer to the release plans for the most up-to-date information. You can see what is up next for Dynamics 365 Commerce in our release plans here: Microsoft Dynamics 365 – Release Plans

Quality and Evaluation

Shipping MCP tools to production demands more than functional correctness. It requires confidence that AI agents will behave reliably across diverse real-world scenarios. The Dynamics 365 Commerce MCP server has undergone rigorous testing and evaluation across key dimensions including: tool selection accuracy, parameter precision, grounding fidelity, end to end scenario completion, multi turn task success, latency and efficiency, error handling and failure recovery, edge case robustness, and response helpfulness. These evaluations run continuously across tool updates and model changes, catching regressions before they reach customers. The result is designed to meet enterprise requirements for reliability and performance. Quality assurance isn’t an afterthought, it’s a foundational investment baked into every release.

Getting Started

Dynamics 365 Commerce MCP server is delivered as a managed endpoint on your Commerce Scale Unit 10.0.48 release. Once the endpoint is enabled, any MCP-aware host such as Microsoft Copilot Studio, ChatGPT, or your own orchestrator can connect to it, sign in via Microsoft Entra ID, and start calling tools.

The following prerequisites are needed to get started:

• Commerce Scale Unit on version 10.0.48 or later, with at least one active online channel published.
• MCP endpoint enabled on the CSU. Administrators can enable or disable this in a self-service manner from the Commerce Scale Unit details page in LCS.
•  Microsoft Entra ID tenant for agent authentication. For authenticated shopper scenarios (order history, saved addresses), the shopper signs in through your configured identity provider.
•  Any MCP-compatible agent host such as Microsoft Copilot Studio, ChatGPT, or other MCP clients.
•  Endpoint URL from the Commerce Scale Unit in LCS once the endpoint is enabled.

To create an agent with Microsoft Copilot Studio, add the Dynamics 365 Commerce MCP server as a tool source by pointing it at your endpoint URL, configure Entra ID authentication, and publish to any supported channel including your commerce website, Teams, Microsoft 365 Copilot, or Messenger. The agent automatically discovers available tools offered with the Dynamics 365 Commerce MCP server, so you can test full shopper journeys from product discovery through checkout, then tune with brand voice, guardrails, and knowledge sources before going live.

To enable the Dynamics 365 Commerce MCP server on ChatGPT, register it as a connector by pointing it at your endpoint URL and configure OAuth with Microsoft Entra ID so authenticated flows (order history, saved addresses) run under the shopper’s context while anonymous flows (discovery, cart, checkout) work without sign-in. Validate the experience with sample shopping prompts, then keep the connector for internal use or submit it through ChatGPT’s app review for broader distribution.

For more details on available tools, and how to get started with the Dynamics 365 Commerce MCP server, refer to Microsoft Learn.

Partner Ecosystem

Our partner ecosystem is building on the Dynamics 365 Commerce MCP server to deliver on scenarios across key retail operations:

Amicis Store Commerce Agent — Voice-first assistant for in-store returns, exchanges, and order lookups using natural voice commands against live Commerce data.

Sunrise Commerce Companion — Retail agents simplifying inventory, fulfillment, purchasing, and store processes through natural language.

Argano Retail Clienteling Agent — Personalized, brand-aligned selling powered by customer insights and product data, turning in-store appointments into high-value moments.

Visionet FashionGPT Agent — Turns natural-language shopping intent into real-time execution across product, pricing, inventory, and promotions.

Evenica B2B Licensee Product Request Agent — Conversational AI with image recognition for product discovery and automated intake requests when items aren’t in catalog.

As we expand the public preview release, we look forward to sharing more customer stories and partner AI agents.

Conclusion

As the agentic ecosystem evolves, so will the capabilities exposed by the Dynamics 365 Commerce MCP server, giving retailers and partners continuously evolving capabilities to build on. Whether you are creating shopping assistants, automating store operations, or reimagining the checkout experience, the Dynamics 365 Commerce MCP server provides the connective layer between AI and the commerce logic and data that runs your business.

We invite retailers, partners, and developers to explore the Dynamics 365 Commerce MCP server in Public Preview, build your first agent, and help shape the future of agentic commerce.

The post Dynamics 365 Commerce introduces agentic capabilities with Model Context Protocol (MCP) appeared first on Microsoft Dynamics 365 Blog.

Email continues to be one of the most widely used customer support channels. However, resolving customer issues often requires service representatives to manually understand, interpret, determine the resolution, and respond to every request.

For high-volume service teams, this creates a recurring operational challenge. Representatives spend valuable time handling repetitive issues that follow known resolution patterns, while complex customer scenarios that require human judgment compete for the same attention.

With Autonomous Email Resolution, we are driving a shift from AI-assisted productivity to agentic customer service, helping organizations move toward becoming Frontier Firms – enabling them to resolve eligible customer emails autonomously, reduce repetitive manual effort, and allow service representatives to focus on high-value interactions where their expertise matters most.

What is an Autonomous Email Resolution?

Autonomous Email Resolution is a generative AI-powered capability that helps service teams resolve customer emails end to end. It understands the customer’s request, identifies the intent, determines whether the required information is available, and generates a resolution-ready response using enterprise knowledge, configured instructions, connectors, and custom agents.

When the request cannot be resolved over email or the customer is not satisfied with the response, the autonomous email resolution can create a case with the full conversation cntext, allowing a service representative to step in seamlessly.

How it works

Autonomous Email Resolution follows an intent-driven, conversational flow from incoming email to resolution.

The system analyzes each incoming email and identifies the customer’s intent.
If details are missing, it proactively requests clarification before moving forward.

Once the context is complete, it generates a resolution autonomous using enterprise knowledge, configured instructions, connectors, and custom agents.

It continuously evaluates the outcome of the interaction. If the issue is resolved, the interaction is completed. If not, it escalates by creating a case with the full conversation context, enabling a seamless handoff to a service representative.

Impact at scale

With Autonomous Email Resolution, organizations can:

• Resolve eligible, repetitive customer emails without manual intervention
• Improve first-contact resolution by using intent-driven responses
• Reduce average handling effort for high-volume email queues
• Increase representative productivity by shifting focus to complex issues
• Deliver more consistent response quality across interactions
• Escalate only when needed, with full context carried forward into the case

Call to action

Start by identifying high-volume email scenarios that follow repeatable resolution patterns. Configure the required knowledge, instructions, connectors, and custom agents, then pilot with a focused set of intents before expanding broader support workflows.

Organizations can leverage Simulation mode to preview outcomes, validate accuracy, and tune configurations on real scenarios before enabling Autonomous Email Resolution in production.

Enable Autonomous Email Resolution in your environment today and use the Learn documentation to configure, validate, and scale autonomous email handling for your service organization.

Learn more

• Configure email resolution to resolve customer issues (preview) | Microsoft Learn

The post Revolutionizing customer support with autonomous email resolution appeared first on Microsoft Dynamics 365 Blog.

Your customer relationship management (CRM) knows a lot about what already happened—and an incomplete picture of what should happen next.

It’s a beautifully organized rear-view mirror. For 30 years, CRM has been the place sellers report to after the work is done—a system built to store customer truth, not act on it. In an agentic AI-defined market, that’s not an asset—it’s a liability. 

The cost shows up in the moments that matter most. Sellers spend too much time maintaining CRM records, hunting across emails and chats for context, and manually coordinating next steps—rather than engaging customers. At a time when “88% of buyers value seller engagement in the middle of the buying journey” ^[1], this operational drag slows response times, creates friction, and takes sellers away from the work that moves deals forward. 

Because CRM was designed to record reality rather than change it, companies hired armies of sellers and turned most of the week into data-entry labor—the “CRM tax.” The record is often stale, the forecast a guess, and the most expensive talent in the company spends its time feeding a database instead of building relationships. 

In the agentic era, trust becomes the advantage in the flow of work

The next generation of CRM doesn’t just record the work—it helps sellers act and build trust with every interaction. Agentic CRM inverts the model: AI agents capture, enrich, and update data automatically from the conversations and signals already flowing through the business. The system stops asking sellers to describe reality and starts changing it—drafting the follow-up, advancing the deal, and flagging the risk before it impacts the customer experience.

That’s why the future of selling isn’t just about agents and data quality. It’s about bringing intelligence directly into the flow of work. When sellers can access customer context, relationship insights, next best actions, and agentic recommendations inside the tools they already use every day, they can respond faster, engage more thoughtfully, and build trust more consistently at every stage of the buying journey. 

What defines agentic CRM

Agentic CRM is more than the next evolution of traditional CRM—it represents a fundamentally different way of thinking about how customer engagement systems should work. Instead of asking people to adapt to rigid and separated applications, agentic CRM adapts to the way people actually work across conversations, tools, decisions, and workflows, making the experience more intuitive, proactive, and embedded in the flow of work. For example, agentic CRM: 

• Is human‑centered UX, not system-centered: The experience is built around the user’s goals, not the system’s data structures. Interfaces are simplified, natural language–friendly, and task‑aligned so sales teams can focus on supporting the business and customers—not navigating forms, fields, or modules. 

• Works where sellers already work: Customer data and agentic capabilities show up across productivity tools and devices that are naturally part of the seller’s workflow (e.g., email, chat, mobile, PowerPoint), without the need to switch systems. 

• Turns signals into action: Agentic CRM anticipates what needs to happen next, predicts risks early, recommends paths to resolve issues, and drives toward outcomes—whether that’s moving a deal forward or following up with a customer. 

• Adapts across tools and processes: Headless architecture, supported by unified model context protocol (MCP) and skills, allows for core CRM value like customer data and business logic to be decoupled from the end user experience and agentic orchestrators, allowing insights capabilities to be accessed and acted on through any app or agent. 

• Gets continuously smarter with business context: Agentic CRM adapts based on patterns, past interactions, preferences, and real-time signals. It understands context—threads across emails, meetings, records, and conversations—and gets smarter with every use, providing increasingly relevant insights and recommendations. 

Common CRM challenges—and how agentic CRM solves them

Microsoft works with customers around the world to modernize their CRM. Every journey is unique, but many of the same challenges surface time and again. Here are the ones we see most often—and how an agentic CRM approach helps address them. 

Challenge: Forceful fragmentation

Legacy CRM was built to manage and deploy a system, not to support seller work. It was sold as a single source of truth and a customer 360. What sellers got was forced data entry and workflows scattered across more than 10 disconnected tools. 

Solution: CRM in the flow of work

Bring business, customer, and opportunity data to where sellers already work—grounded by Work IQ. A seller can start the day with a meeting brief in Outlook, get live insights during a Teams call that automatically update the record, and build a customer deck with Copilot Cowork using the same intelligence. 

Challenge: A passive CRM with an adoption problem

CRM has always relied on people to do the least valuable, most painful part of selling—manual data entry. Records can go stale, forecasts are built on whatever sellers happen to type, and trust erodes. 

Solution: A unified system that keeps itself current

Agentic CRM runs on a single platform where productivity data, customer data, and business logic live together, with governance, security, and observability built in from day one. Data Enrichment keeps records complete automatically, creating a compounding value loop: agents capture signals from email and meetings, update the CRM backbone, and that higher-quality data drives better next-best actions back into the flow of work for sellers and other agents alike. 

MIcrosoft dynamics 365

Bring sales into the flow of work with agentic CRM

See how AI helps sellers act faster, reduce manual work, and stay focused on customers

Switch to Agentic CRM

Agentic CRM in action: Real-world results

Organizations around the world making the switch are already seeing measurable impact on their go-to-market (GTM) and sales functions. 

Siemens Smart Infrastructure—a global technology leader—is redefining what data‑driven selling can mean in the agentic era by turning insights into action directly within the seller’s workflow. 

What makes Sales Agent powerful is its ability to turn data into action at the moment it matters. Our sellers can quickly understand account context, prepare for meetings, and respond with confidence—without leaving their workflow.

Todd Jones, Global CRM Manager, Siemens Smart Infrastructure

LandPro Equipment—an agricultural equipment dealer—is redefining what scalable customer engagement can mean in the agentic era by using AI agents to generate high‑quality leads and amplify existing marketing efforts. 

Bringing on Sales Development Agent has been a really positive move for us. We started by testing it across three divisions, and we’re already seeing strong, meaningful leads coming through—exactly the kind of engagement we’re looking for. What we appreciate most is that it doesn’t replace what we’re already doing—it builds on it. It’s given our team another smart, efficient way to connect with customers and support our overall marketing efforts. We’re excited about the early results and looking forward to continuing to grow with it as we expand across the business.

Molly Haungs, Marketing Manager, LandPro Equipment 

Adobe is on the same journey, reinventing how its sales organization engages customers with Microsoft 365 Copilot and agents. 

In just three weeks from a limited-scale launch, Sales Development Agent has already unlocked new opportunities, driving meetings with 10+ customers we wouldn’t have otherwise reached. We’re excited to broaden its application across products and customer segments as we continue to scale its potential.

Prabhath Yeluri, Sr. Sales Strategy Manager, Adobe 

And Microsoft’s own sales team has also demonstrated improvement. Sellers with high usage of Copilot and agents are seeing a 20% increase in deals closed, a 13% lift in lead-to-opportunity conversion, and 9.4% higher revenue per seller compared to low-usage peers.^[4]

Beyond CRM: How Microsoft supports business transformation

For Chief Revenue Officers (CROs) and Chief Sales Officers (CSOs), modernizing CRM is about more than a technology upgrade—it’s about helping sellers act with speed, context, and confidence through a more intelligent experience. As sales leaders weigh risk and decide who to trust, they need a strategic partner to help navigate change, scale intelligently, and use data to reduce friction— while improving engagement and driving stronger business outcomes along the way. 

With Microsoft’s solution to sales, AI shows up at critical points of work and decision—where sellers communicate with customers, track records, plan next steps, and collaborate—always anchored to the relevant data powered by Microsoft 365 and Microsoft Dynamics 365, in the formats and places where data is born. 

And the advantage compounds. The organizations that rebuild how they operate around AI today aren’t just moving faster this quarter—they’re setting up a durable lead that grows with every cycle, as their people and their systems get smarter together. 

See agentic CRM in action. Learn more about customer success, get migration resources, and explore the Microsoft ecosystem.

^[1] LinkedIn, The B2B Trust Advantage: Buyer Report. 

^[2] Gartner®, How to Focus Sellers on High-Impact Activities, 31 July 2025. GARTNER is a trademark of Gartner, Inc. and/or its affiliates. 

^[3] Microsoft Work Trend Index. 

^[4] Figures based on internal Microsoft telemetry, Sales – Customer Zero, comparing sellers with high usage of Copilot and agents to sellers with low usage. 

The post Agentic CRM in the flow of work: How AI is transforming sales and rebuilding customer trust appeared first on Microsoft Dynamics 365 Blog.

Customer experience leadership in the age of AI is undergoing a massive transition. Leaders are expected to act in the moment, but the systems, incentives, and data around them are often not designed to support it. The Microsoft 2026 Work Trend Index is clear: the constraint on transformation is not people, but the gap between what employees can do and what organizations are built to support.

That shift is creating new pressure in customer experience. Leadership roles like supervisors face more critical choices than ever. When should AI handle an interaction versus a service rep? How should teams respond to shifting demand across channels? Where does a coaching moment belong in the flow of a live conversation? In disjointed environments, the data needed to answer these questions arrives late or incomplete, producing fragmentation tax. What was once a role defined by queue management and reporting is now defined by real-time judgment, prioritization, and accountability for the customer experience.

Microsoft Dynamics 365 is built around this new reality and the evolving role of customer experience leadership. 

Today, we are making three announcements that strengthen a leader’s ability to manage modern customer experience operations.

1. First, as AI expands across both contact center and customer service, leaders need a unified system to manage the workforce operating within it. That is why Dynamics 365 now includes a comprehensive set of workforce engagement management (WEM) capabilities—giving leaders a single system to plan, staff, monitor, and improve performance across both AI and service reps. WEM is no longer a separate layer. It is embedded directly into the flow of work, grounded in the same data that powers every customer interaction.
2. Second, Dynamics 365 Contact Center continues to expand AI agents announced in April by embedding new coaching skills into existing workflows that help supervisors provide real-time guidance, analytics, and operational intelligence. These are not standalone tools that add complexity. They are designed to support supervisors in managing a blended workforce, extending their ability to oversee performance, guide outcomes, and scale operations. 
3. Finally, Dynamics 365 Contact Center is introducing new real-time wallboards to help supervisors visualize the performance of the business.

Together, these innovations can elevate customer experience leadership in the era of AI.

Optimizing the new blended workforce with Workforce Engagement Management

Customer service and contact center organizations are no longer managing people alone—they’re orchestrating service reps and AI agents working side by side. As AI takes on more work, leaders need a new way to plan and manage both service reps and AI agents.

With workforce engagement management, Dynamics 365 now delivers a complete customer experience platform that brings together customer service, contact center, and workforce planning in one connected experience. Workforce engagement management is no longer a separate system sitting beside the customer experience. Instead, forecasting, scheduling, adherence, intraday shift swapping, bidding, and time recording are embedded directly into the flow of work, grounded in the same customer and case data that powers every interaction.

For customer experience leaders, this creates a different operating model. Real customer demand, including conversations, email, cases, and channel activity, becomes the direct input to workforce planning. Forecasts are built on actual service interactions, which is only possible when workforce management shares the same data model as the interactions it supports. As a result, organizations can create more balanced, manageable workloads for employees.

By embedding workforce engagement management directly into customer service and contact center, Dynamics 365 creates a closed loop across planning, execution, and improvement. Supervisors plan using real demand signals and operate with visibility into live service conditions, while employees benefit from clearer expectations, more responsive scheduling, and real-time coaching. As conditions shift, whether due to changes in channel mix, spikes in demand, or increased automation, the same operational context feeds back into planning so both customer and employee experiences continuously improve. 

In addition to the generally available purpose-built autonomous agents (Customer Intent, Knowledge Management, Case Management, Quality Evaluation), Dynamics 365 Customer Service is expanding on the same principle. Recent additions—Microsoft 365 Copilot embedded directly in the product, the Dynamics 365 Customer Service plugin for Copilot Cowork, and Service Agent in Microsoft 365 Copilot ensure service professionals have unified intelligence and the ability to act wherever they work. 

Turning every customer interaction into a high-quality moment

In many environments, supervisors are still working across disconnected systems for routing, quality, and AI. Each solution provides a partial view, requiring supervisors to stitch together insights manually. This fragmentation introduces delays, increases cognitive load, and limits the ability to act in real time. Dynamics 365 removes this fragmentation by bringing multiple signals into a single platform. Supervisors can operate from one system with a consistent view of demand, performance, and quality.

Quality Assurance Agent, aligned with the supervisor role in the contact center, now introduces real-time coaching (generally available) by shifting it into the flow of the interaction itself. Rather than relying on post-call reviews, supervisors operate in an environment of continuous, real-time coaching where every conversation, across voice, digital channels, human agents, and AI agents, is monitored, assessed, and improved in the moment.

At the core of this capability is a real-time evaluation engine powered by the Quality Assurance Agent, which continuously scores interactions against configurable quality criteria such as communication, empathy, compliance, and effectiveness. Supervisors gain immediate visibility into these scores at both the aggregate and individual conversation level, allowing them to identify quality gaps as they emerge, not after the interaction is complete. This transforms quality from a retrospective activity into a live operational signal that can directly influence outcomes while the customer is still engaged.

At the same time, AI-powered coaching nudges are delivered directly to customer service reps in context, providing specific, situational guidance such as prompting for clearer next steps, reinforcing empathy, or flagging compliance risks. These nudges are not generic suggestions but are triggered based on real-time signals from the conversation, helping agents stay on track and improve performance moment by moment.

This model introduces a human-in-the-loop approach where supervisors define the rules, thresholds, and playbooks that guide how AI coaching is delivered, while maintaining full visibility and control over how AI is applied. Supervisors are notified in real time when quality dips or compliance risks are detected, enabling immediate intervention and reducing the likelihood of negative customer outcomes. The result is a closed-loop system where detection, guidance, and action happen continuously, ensuring that quality is enforced and improved at scale without adding manual overhead.

In April, Microsoft introduced three coordinated AI agents for Dynamics 365 Contact Center as part of its shift to Agentic CX. In addition to Quality Assurance Agent, Customer Assist Agent handles frontline interactions across voice and digital channels with real-time voice and seamless escalation, while Service Operations Agent focuses on setup, configuration, and ongoing optimization. Together, they extend coverage from engagement through operations within a single connected system.

Turning data into decisions

As the number of operational choices increases, the need for clear, actionable data becomes critical. This reduces uncertainty, improves consistency, and enables supervisors to manage with confidence rather than intuition alone.

Dynamics 365 Contact Center is also introducing new real-time wallboard capabilities to enable organizations to track contact center metrics through a ticker-style experience, giving supervisors immediate insight into service levels, backlog, and performance as conditions change. This allows teams to respond faster, helping maintain consistent customer service levels while reducing the need for manual monitoring and status checks.

Choosing a holistic customer service platform leaders can rely on

As organizations evaluate AI investments, the number of options continues to grow. Many approaches add new tools without addressing underlying fragmentation, increasing the burden on leadership and supervisors.

The advantage comes from choosing a platform that supervisors can rely on. One that unifies data, embeds AI into operations, and reduces complexity rather than increasing it.

Microsoft Dynamics 365 provides that foundation. By bringing customer service, contact center, workforce engagement, and AI together on a single data model, it enables leaders to operate with clarity, consistency, and control.

Workforce engagement management, real-time coaching, and real-time wallboards in Dynamics 365 is generally available. It is included with Dynamics 365 Customer Service Enterprise and Premium SKUs, and available with Dynamics 365 Contact Center Voice + Digital SKU.

Next steps

• Read more about workforce engagement management capabilities in Dynamics 365 here on our Dynamics 365 IT Professional Blog.

The post Customer experience leadership in the age of AI: A new operating model with Dynamics 365 appeared first on Microsoft Dynamics 365 Blog.

Workforce engagement management in Dynamics 365 helps organizations plan and manage a combined human and AI workforce, operate in real time, and continuously improve service quality.

People and AI working together optimize customer service

Customer service organizations are no longer managing people alone — they’re orchestrating service reps and AI agents working side by side. As AI takes on more work, leaders need a new way to plan, monitor, and improve performance across both human and digital labor.

Today, Microsoft is announcing general availability of workforce engagement management (WEM) in Dynamics 365 Customer Service and Contact Center designed specifically for this shift. It brings forecasting, scheduling, real-time operations, and quality management for both human and AI workforces into the service platform where the work happens.

This fundamentally resets how service operations are planned and managed.

Service leaders are under pressure to deliver exceptional customer experiences, respond to shifting demands, and raise quality standards. Yet many organizations still manage forecasting, scheduling, adherence, quality reviews, and coaching across disconnected tools and manual processes with legacy solutions that struggle to keep pace with modern service operations.

With workforce engagement management in Dynamics 365, organizations can run operations as a connected system. Built on the same data model as customer interactions and cases, workforce planning is grounded in actual service demand—not just historical volume—enabling more accurate forecasts, better staffing decisions, and more consistent service delivery. The result is a more precise, responsive operating model that helps organizations meet service levels, maintain quality, and scale AI, without adding complexity.

As an early adopter, we’ve worked closely with Microsoft to evaluate Workforce engagement management in Dynamics 365 against the rigor required in financial services. The platform’s ability to unify human and AI workforce planning, real-time operations, and quality management in one system is a clear differentiator. This supports our relationship-focused, customer and client-centric approach, while reinforcing our risk-disciplined operating model.”

— Jason Pope, EVP and Chief Technology Officer, Flagstar Bank

Plan with confidence

Workforce engagement management in Dynamics 365 starts with planning but in a fundamentally different way. Forecasts are built on real customer signals, including cases, conversations, and channel activity, rather than relying on disconnected inputs.

Capacity planning translates demand into staffing needs, allowing supervisors to model service representative capacity against service-level goals, handle times, concurrency, and operational assumptions.

From there, scheduling aligns the right customer service reps to the right work, shifts, and activities. Because planning and execution share the same foundation, organizations can better match staffing to demand, reduce variability in service levels, and create more predictable workloads for employees.

Evolve the human and AI workforce plan with AI Agent Estimator

As AI agents take on a growing share of service interactions, workforce planning must evolve to reflect a blended workforce.

AI Agent Estimator provides the ability to forecast AI agent capacity and projected consumption alongside human staffing. Planners can model how expected demand translates into both human effort and AI usage before those decisions impact operations or budgets.

This provides a more complete workforce plan, giving finance teams visibility into projected AI consumption, operations leaders the ability to balance human and AI capacity, and IT teams a way to validate assumptions ahead of scale.

Operate in real time: adherence and shift-based routing

Planning alone is not enough in an environment where conditions shift throughout the day.

Real-time adherence provides visibility into how work is tracking against schedules, helping supervisors identify and respond to changes in agent activity, demand spikes, or service-level risk.

Shift-based routing connects workforce planning with service execution by aligning routing decisions to actual availability. Work is directed to customer service reps who are scheduled and ready, improving efficiency and reducing delays.

Together, these capabilities allow organizations to respond to demand as it happens, rather than reacting after service levels have already been impacted.

Move from manual spot checks to continuous quality improvement

Workforce engagement is not only about having enough people available. It is also helping with standards for empathy, compliance, resolution quality, and process execution.

Quality Evaluation Agent helps supervisors deliver more consistent, scalable quality oversight. Teams can define evaluation criteria, configure evaluation plans, and use AI-led assessment to evaluate customer interactions across cases and conversations, surfacing strengths, gaps, and coaching opportunities at scale. Because quality evaluation can use case context and operational data from Dataverse, it can assess service outcomes in the context of the customer record, not only the transcript.

Screen Recording adds another important signal: what happened on the screen while work was performed. For complex service interactions, quality depends not just on what was said, but on whether the rep followed the right steps across systems. Conversations, transcripts, and case notes explain what was said and documented, while screen context shows how the rep navigated systems, used knowledge, and completed the workflow.

Governance helps organizations turn policy expectations into consistent, explainable checks. Administrators can define policies in plain language and use them to evaluate whether customer communication is compliant, brand-safe, regionally appropriate, and aligned with company standards.

Coaching skills can convert quality signals into improvement plans by combining screen recording intelligence, governance outcomes, configured playbooks, evaluation rubrics, and gamification. Screen recording provides evidence of what happened, governance provides the policy signal, and playbooks define what should have happened.

The result is a closed-loop Quality Management model: capture screen and conversation context, evaluate with Quality Evaluation Agent and governance policies, coach with playbooks and improvement plans, motivate with gamification, and feed learning back into operations and workforce planning.

Built on the Microsoft cloud and Dynamics 365 platform

Workforce engagement management in Dynamics 365 works out of the box, with the flexibility to extend through the broader Microsoft platform as needs grow, from Dataverse and Teams to Power Platform, Copilot Studio, Azure AI, and Microsoft security and compliance foundations.

That breadth matters because WEM is not a standalone system that organizations have to wire together themselves. It is part of the service platform where customer interactions, workforce plans, quality signals, AI-assisted workflows, and collaboration come together in one operating model.

Bringing these signals together creates a stronger operating model for supervisors, customer service reps, and service leaders.

Adopt workforce engagement management on your terms

Organizations are at different stages in their workforce management journey. Some are ready to move quickly to native WEM capabilities in Dynamics 365. Others have existing workforce management investments and need a practical path forward.

Adapters for solutions such as Verint, Calabrio, NICE, and Alvaria help customers connect those existing systems with Dynamics 365 service operations, reduce integration friction, and transition to more native workforce engagement management capabilities over time.

Customers should not have to choose between modernization and continuity. Workforce engagement management in Dynamics 365 is designed to support both.

The next phase: agentic workforce engagement management

Over the coming few months, our workforce engagement management MCP tooling will make core workforce actions available through agent-ready tools across Microsoft 365 surfaces such as Service Agent, Teams, Copilot, and mobile. This will allow supervisors and service reps to complete high-value WEM tasks—such as viewing schedules, checking leave balances, submitting time-off requests, managing shift swaps, clocking in and out, and acting on approvals—all through natural language prompts, without needing to navigate the full Dynamics365 application.

By separating the WEM business capability from the user experience surface, WEM MCP tools will create a reusable foundation for key WEM features for mobile access, Copilot experiences, Teams workflows, and future agentic scenarios.

A better way to run service operations

Workforce engagement management in Dynamics 365 Customer Service and Contact Center brings planning, real-time operations, and quality management into the flow of service. The result is a more connected operating model for managing customer service reps and AI agents, with the flexibility to modernize over time.

Generally available today

Workforce engagement management in Dynamics 365 is generally available on June 30, 2026. It is included with Dynamics 365 Customer Service Enterprise and Premium SKUs, and available with Dynamics 365 Contact Center Voice + Digital SKU.

Next step: Learn more about workforce engagement management capabilities in Dynamics 365 on Microsoft Learn.

The post Optimize workforce operations across people and AI agents with Dynamics 365 appeared first on Microsoft Dynamics 365 Blog.

Field service organizations rely on accurate, timely information to support day‑to‑day operations. With the latest improvements to the Dynamics 365 Field Service mobile app, we’re helping frontline workers stay productive and connected on the job.

Optimized for mobile experiences on iOS, Android and Windows, focusing on usability improvements designed to make the Field Service mobile app easier, faster, and more intuitive for frontline workers to use.

Enhanced Mobile Lists

The Power Apps Grid on Mobile can now display more information directly in lists and subgrids. These updates allow lists to show more than three columns of data, remove row avatars, and display column labels alongside values. As a result, frontline workers can better scan relevant information, reducing the need to open individual records to find key details.

Documentation: Show more data in grids

Improved Booking Status Updates with Custom Icons

The Booking Status control has been updated to better align with mobile interaction patterns. Instead of a traditional dropdown, now access status through a clearly visible button that opens a drawer based selection experience. Plus, use custom icons for booking status types.

Documentation: Configure booking statuses with custom icons

A Modern, Mobile‑First Note‑Taking Experience

Instead of relying on desktop‑style timelines that can feel cumbersome on a phone or tablet, technicians now get a mobile‑optimized note‑taking experience that makes capturing information fast and timely.

What’s in the new note taking control:

• Streamlined, user-friendly experience for consuming past notes
• Multiple photos and videos per note, ideal for proof of work, and complex issues
• Capture notes in low‑ or no‑connectivity environments with offline support
• Seamless integration with the Timeline, ensuring notes are visible to the back office and managers
• Stores notes in the same table used by Timeline, allowing technician notes captured in the mobile control to remain visible to back-office staff who work in Timeline

Documentation: Add a control for note-taking

Faster, Smarter Lookups on Mobile

With lookup enhancements in Field Service mobile, technicians can quickly find and select related records without breaking their flow.

Disable Clickthrough to Reduce Unnecessary Navigation

Disable lookup hyperlink click‑through. This helps reduce accidental miss‑clicks that lead to unnecessary navigation.

Documentation:  Disable clickthrough on lookup

New Mobile Lookup Control

By streamlining lookups, the new mobile lookup experience reduces cognitive load through a modern bottom sheet design, improving overall efficiency and ease of use when selecting values. Lookup clickthrough can also be disabled within this new control, so technicians can avoid unnecessary clicks.

Documentation: Add a mobile lookup control

Ready to Adopt these Controls?

These updates reflect ongoing improvements to the Field Service mobile user experience, with a focus on making common interactions simpler and more efficient for frontline workers.

To take advantage of these enhancements, review the documentation linked throughout this article and update the environment to configure and enable the desired controls. Because these updates are opt-in and configurable, controls can be adopted based on organizational needs.

We’re actively listening and would love your feedback as you explore these capabilities. Please share your suggestions via the Ideas portal.

The post What’s New in Dynamics 365 Field Service Mobile appeared first on Microsoft Dynamics 365 Blog.

Continued supply chain disruptions, geopolitical uncertainty, and rising cost pressures are putting procurement organizations under increasing pressure to move faster and make better decisions. Every supplier delay, sourcing event, contract negotiation, invoice exception, or payment inquiry has the potential to impact costs, inventory availability, customer commitments, and ultimately business performance.

Enterprise resource planning (ERP) systems have long served as the operational foundation for managing suppliers, contracts, purchasing, invoicing, and spend. That foundation remains critical. But as business complexity increases, legacy ERP systems and traditional automation are beginning to show their limits. Procurement leaders are being asked to reduce costs, navigate ongoing supply chain disruption, and gain greater visibility into spend and risk. The challenge is no longer simply capturing transactions and tracking compliance—it is identifying what requires attention, evaluating options, and responding quickly enough to stay ahead of disruption.

This is where AI agents can introduce a new opportunity. Rather than focusing solely on automating tasks, agents can monitor business conditions, surface insights, coordinate workflows, and take action across source-to-pay business processes, while keeping people in the loop. When built on the agent-ready ERP foundation of Microsoft Dynamics 365, they have the potential to transform how procurement teams get work done.

How agentic ERP can transform source-to-pay

Agentic ERP can represent the next evolution. Rather than simply recording transactions and executing predefined workflows, as part of agentic ERP, AI agents can monitor business conditions, understand context, reason over data, coordinate actions, and help teams make more informed decisions.

As an example, a supplier communication can trigger an impact analysis. A sourcing event can trigger supplier evaluation and recommendations. A payment inquiry can trigger an invoice automation and communications. Or a supplier risk signal can trigger proactive intervention before operations are affected. These types of actions can help teams move from reacting after the impact is felt toward more proactively managing outcomes.

What makes this possible is the combination of Dynamics 365, Microsoft 365 Copilot Cowork, Microsoft Copilot Studio, Microsoft Fabric, and the entire Microsoft Cloud. Together, they provide a common foundation for building, deploying, and governing agents across the enterprise using Microsoft Agent 365 and ERP governance processes. Organizations can leverage Microsoft-built agents, specialized partner-built agents, and custom agents while maintaining a more consistent approach to identity, security, privacy, compliance, and governance.

The Dynamics 365 ERP Model Context Protocol (MCP) servers extend this foundation by providing a standardized way for AI and agents to securely access ERP and business performance analytics data. This enables agents to operate within the context of existing procurement, supply chain, and financial and business performance workflows rather than as disconnected AI tools. Organizations can start with Microsoft agents, extend capabilities through partner innovation, and build custom agents for unique business requirements—all while leveraging the same governance provided in the Microsoft Cloud.

The result is more than process automation. It can result in a more connected, intelligent, and adaptive approach to source-to-pay that can help organizations improve agility, strengthen supplier relationships, reduce risk, and respond faster to change.

Reimagining source-to-pay using Microsoft 365 Copilot Cowork

Microsoft 365 Copilot Cowork introduces a new way to engage with source-to-pay processes run in Dynamics 365. Using the Dynamics 365 ERP apps plugin for Copilot Cowork, users can interact within the flow of work using natural language prompts. 

For example, a procurement manager can evaluate supplier bids by combining ERP data accessed through the Dynamics 365 ERP MCP Server with supplier emails and supporting documents, compare vendors, identify tradeoffs, and execute the supplier bid evaluation and award process without switching between systems. By bringing ERP data, business processes, and operational context into Copilot Cowork, organizations can move more quickly from insight to action while remaining grounded in the systems, controls, and governance provided by Dynamics 365 ERP.  

Imagine a future where employees no longer need to be ERP experts to participate in business processes. Instead, they can engage through intent in Copilot Cowork while AI helps navigate the underlying complexity of ERP data, business processes, policies, and workflows. This is an important step toward a future where ERP increasingly adapts to people, rather than requiring people to adapt to ERP. 

Streamline operations further with the Procurement Agent in Dynamics 365

Procurement teams spend a significant amount of time managing supplier communications. Buyers routinely review purchase order confirmations, delivery updates, quantity changes, and supplier responses while evaluating the potential impact on inventory, production schedules, customer commitments, and financial performance.

Now in public preview, Procurement Agent in Dynamics 365 Supply Chain Management helps orchestrate this process by monitoring supplier communications, detecting changes, and providing impact analysis across inventory, production schedules, and customer orders. Rather than manually reviewing every supplier interaction, procurement teams can focus on the exceptions that matter most and make faster, more informed decisions.

This shift delivers value beyond procurement efficiency. Procurement leaders gain greater visibility into supplier activity, while operations leaders benefit from faster responses to issues that could impact production, fulfillment, or customer commitments.

Farmlands Cooperative brings agentic procurement to life 

This is already transforming how companies work. Farmlands Cooperative, New Zealand’s largest farmer-owned rural supplier, consolidated seven ERP systems onto Dynamics 365. As it shifted to centralized purchasing, it deployed Procurement Agent in Dynamics 365 Supply Chain Management to manage vendor communications at scale. The agent reads incoming supplier emails, summarizes requested changes for staff to approve, and drafts follow-ups on delayed orders to stay ahead of stockouts. Today it automates half of Farmlands’ purchase order email traffic and is expected to save the team about 20 hours a week.

By standardizing on Microsoft Dynamics 365 and thoughtfully applying agentic AI with humans firmly in the loop, we are creating a more efficient, resilient, and scalable operating model.

—Andre Scheepers, Chief Digital Officer, Farmlands Cooperative

Connect procurement decisions to business outcomes with Finance Agent and Business Performance Analytics

Every sourcing decision has downstream implications for costs, margins, cash flow, and business performance. Finance Agent in Microsoft 365 Copilot helps leaders explore business performance data using natural language, making it easier to understand the impact of supplier and purchasing decisions. 

Building on the reporting, analytics, and insights available through Business Performance Analytics in Dynamics 365, Finance Agent can help leaders investigate performance trends, answer business questions, and better understand the operational and financial outcomes of source-to-pay decisions. 

Explore partner agents to support the source-to-pay process

While Microsoft agents help address common procurement scenarios, many organizations require additional capabilities tailored to specific organizational processes. This is where the Microsoft partner ecosystem can extend the capabilities of agentic ERP by using the Dynamics 365 agent-ready foundation—including our MCP servers.

Vendor Onboarding Agent from Sonata

Supplier onboarding is often the first bottleneck in the source-to-pay lifecycle. Sonata’s Vendor Onboarding Agent can help organizations accelerate vendor activation by automating supplier data collection, validation, and workflow orchestration across procurement and accounts payable. By focusing on reducing onboarding cycle times and improving compliance, organizations can work to bring suppliers online faster, accelerate sourcing activities, and improve business responsiveness.

Smart Sourcing Agent from MCA Connect

When supply conditions change, procurement teams must quickly identify alternative suppliers and evaluate sourcing options. MCA Connect’s Smart Sourcing Agent can automate request for quote (RFQ) creation and supplier scoring within Dynamics 365 Supply Chain Management, helping organizations evaluate suppliers across cost, lead times, quality, and risk. This can enable faster sourcing decisions, improved supplier selection, and greater resilience when responding to disruptions.

KPMG Supplier Insight Agent

Supplier performance has become a strategic concern for procurement, supply chain, and finance leaders alike. The KPMG Supplier Insight Agent combines Dynamics 365 ERP apps data with external business signals to help organizations proactively monitor supplier performance and identify emerging risks. By surfacing insights and recommended actions, the solution can help organizations strengthen supplier resilience, improve continuity, and maximize value across their supplier ecosystem.

Together, these partner-built agents demonstrate how organizations can apply AI across the source-to-pay lifecycle—from supplier onboarding and sourcing to supplier performance management. More importantly, they show how agentic ERP can help procurement and operations leaders be more resilient, accelerate decision-making, and create more adaptable supplier ecosystems.

Extend source-to-pay with custom agents

No two organizations operate exactly alike. Industry regulations, supplier ecosystems, sourcing strategies, approval structures, and operational priorities often create requirements that extend beyond prebuilt capabilities.

Using Copilot Studio, leaders can build custom agents for those requirements, on the same security, governance, and business data that power Microsoft and partner agents. Procurement leaders can address specialized sourcing needs, supply chain leaders can automate disruption monitoring, and finance teams can streamline exception management and payment processes. Because every agent runs on a common foundation, organizations can work on business process innovation without creating new complexity or disconnected workflows.

Get started with agents for source-to-pay processes

The future of source-to-pay is not simply about processing transactions more efficiently. It’s about helping leaders make better decisions, respond faster to disruption, strengthen supplier relationships, reduce risk, and improve resilience across the business. This is a fundamentally different way to work, one where agents can reason alongside your team, act on their behalf, and give time back for the work that truly moves the business forward.

Are you ready to reinvent source-to-pay?

Reimagine your procurement strategy

See how agentic ERP in Dynamics 365 can transform your source-to-pay operations

Get started today

The post Reinventing source-to-pay with agentic ERP appeared first on Microsoft Dynamics 365 Blog.

Today marks the general availability of Dynamics 365 Sales and Service plugins for Copilot Cowork.

Over the last few releases, my teams have built a rich family of agentic capabilities across Dynamics 365, with Copilot woven through Sales and Customer Service so sellers and agents get real value inside the apps they use every day.

Today, we’re extending that same intelligence into a new surface. With the general availability of Copilot Cowork, our Sales and Customer Service capabilities are now also generally available as the Dynamics 365 Sales and Dynamics 365 Customer Service plugins.

Cowork is where people delegate multi-step, multi-source work and review it, drawing across records, knowledge, email, and meetings, and increasingly across Sales and Customer Service together. It meets users where they already work in Microsoft 365, and it keeps a person in the loop the whole way: grounded in your records, governed by your permissions, and gated by human approval before anything is written back.

What we are shipping

When building this functionality, we did not start from a feature list. We started from the common jobs sellers and service teams actually do, ranked the candidate prompts by frequency, business impact, and how uniquely Microsoft’s data can answer them, and then ran each one through an evaluate, measure, and improve loop against the standard of an ideal expert response. Only prompts that cleared the bar shipped.

The result is a broad, quality-validated set of prompts that run on out-of-the-box Dynamics 365 data, useful with no custom configuration, across both workloads:

• Sales use cases & data: account and deal preparation, expansion signals, deal-progression guidance, and manager visibility across the pipeline.
• Customer service use cases & data: case triage, knowledge-grounded resolution drafting, escalation handoff, and supervisor visibility across the queue.

Every prompt takes action: it reads and analyzes, proposes a concrete next step, and routes anything that writes back through an approve, edit, or dismiss gate.

What it looks like in practice

A few requests teams can run today include:

• Sales: “Prepare me for my meeting on this account” or “Where is this deal at risk?”
• Service: “Provide case summary and suggest next steps” or “Draft a resolution for this case.”

The payoff shows up when one request spans both workloads. Ahead of a quarterly business review:

“Prep me for the Adatum QBR. Review any open service cases. Surface deal risks, competitive signals, and missing stakeholders. Perform the right CRM updates for each. Build the PowerPoint and share in email for my sales team to review.”

In one pass, Cowork reads the account’s open opportunities and service cases, assembles risks, signals, and stakeholder gaps, proposes the CRM updates for approval, and drafts the deck and email. Every write waits for a person.

See Charles Lamanna demo this Cowork scenario in the Cowork launch announcement.

How it works, and how it stays governed

Cowork does not access your database directly. It composes over a small set of governed Model Context Protocol (MCP) plugins Microsoft publishes for Dynamics 365, enforcing your existing identity and permission model on every call:

What that means for IT:

• Humans approve the writing and actions. Cowork proposes; it does not silently act. It surfaces record updates, drafted emails, and case resolutions for approve, edit, or dismiss.
• Cowork grounds answers in source data and links them directly. When data is missing or ambiguous, the intended behavior is to say so, not to fabricate a value.
• Your security model is enforced. Users can only reach data through Cowork that they can already access in the application.
• Admins control enablement. They manage plug-ins centrally and keep them off until an administrator turns them on.

Get started

Copilot Cowork is generally available for Microsoft 365 Copilot customers worldwide today. The Dynamics 365 Sales and Customer Service plug-ins are managed like any other Microsoft 365 Copilot plug-in from the Microsoft 365 admin center. Admins deploy and scope the plug-ins; users connect their environment and sign in the first time they use one.

For prerequisites, licensing, and step-by-step setup, see the Microsoft Learn documentation:

• Available plugins for Copilot Cowork
• Dynamics 365 Sales plugin for Copilot Cowork
• Dynamics 365 Customer Service plugin for Copilot Cowork

I am proud of what these teams have built: capabilities that do the work our customers actually delegate, grounded in your data, governed by your controls, with your people in the loop. We would love your feedback as you put it to work.

The post Turning Copilot into a system of action with Dynamics 365 Sales and Service plug-ins in Copilot Cowork appeared first on Microsoft Dynamics 365 Blog.