Giving suppliers better digital experiences shouldn’t require IT teams to create another disconnected system to manage. As organizations introduce AI and agents into business processes, that becomes even more important. Agents need access to business data and context, while organizations need to maintain the security, permissions, policies, and controls that govern how work gets done.

Supplier processes illustrate this challenge. Supplier information and interactions can span registration and qualification, sourcing, purchasing, invoicing, and ongoing supplier management. When those interactions take place across separate portals, email, and disconnected tools, organizations can end up with fragmented supplier information and additional integration and governance requirements.

Supplier Engagement in Microsoft Dynamics 365 Supply Chain Management is available in public preview and is designed for composability, helping organizations bring supplier interactions into a more connected environment.

Built using Microsoft Power Platform and as part of Dynamics 365 Supply Chain Management, Supplier Engagement extends how suppliers and procurement teams interact with strategic and operational source-to-pay processes while keeping those interactions connected to operational data and processes in Dynamics 365.

This approach gives organizations the flexibility to adapt supplier experiences to their business requirements while maintaining the connection to the enterprise resource planning (ERP) processes, data, and controls that support procurement operations.

For CIOs and IT teams, as well as sourcing and procurement teams, this provides a composable approach to supplier engagement today and can help establish the connected data, business context, and governance foundation needed as AI and agents become increasingly integrated into business processes.

Connect supplier experiences to the processes that run your business

Suppliers need accessible ways to register, maintain information, respond to requests for quotation (RFQs), confirm purchase orders, submit invoices, and collaborate with procurement teams. Traditionally, supporting these supplier experiences can mean adding supplier-facing systems and then integrating them with ERP systems.

Supplier Engagement takes a more connected approach. Microsoft Power Platform capabilities, including Dataverse, model-driven Power Apps, and Power Pages, support experiences tailored to suppliers and procurement teams. Suppliers can interact through a supplier portal, while procurement teams can manage supplier information and lifecycle activities through Supplier Engagement. Dynamics 365 Supply Chain Management remains the foundation for operational procurement processes and legal-entity transactions.

For IT teams, this architecture provides flexibility in how supplier experiences are delivered and extended while maintaining connections to the ERP processes and data that support procurement operations.

High-level logical architecture

Figure 1: Supplier Engagement architecture showing supplier and procurement experiences connected through Microsoft Power Platform to Dynamics 365 Supply Chain Management

Create a more consistent view of suppliers across the organization

A connected supplier experience depends on connected supplier information. This can be particularly challenging for organizations operating across multiple legal entities, where the same supplier may do business with different entities and business units of the organization.

Maintaining supplier information separately for each legal entity can contribute to duplicate information, inconsistent records, and additional administrative work. It can also make it more difficult to establish the consistent business context needed for analytics, AI, and agents.

Global vendor management in Supplier Engagement provides a shared supplier profile where information such as contacts, addresses, certifications, capabilities, and organizational details can be maintained centrally. Following the appropriate qualification and approval processes, relevant supplier information can then be released into one or more legal entities in Dynamics 365 Supply Chain Management for operational transactions.

This approach can help organizations establish a more consistent supplier identity across the business while continuing to support the legal-entity structures required for procurement operations.

The following illustration shows the data flow between the Supplier Engagement app and Dynamics 365 Supply Chain Management for global vendor records. When you create, update, or delete a global vendor record in the Supplier Engagement application, plugins trigger on the msdyn_globalvendor Dataverse table and synchronize the changes to the mserp_vrmglobalvendorentity entity in Dynamics 365 Supply Chain Management.

When you update the entity in Dynamics 365 Supply Chain Management, an OnExternalUpdate plugin triggers and synchronizes the changes back to Dataverse.

Adapt supplier experiences with Microsoft Power Platform

Supplier requirements rarely remain static. Organizations may need to change onboarding processes, capture additional information, adapt experiences for different supplier groups, or extend processes as business requirements evolve.

Supplier Engagement uses Microsoft Power Platform to provide an extensible foundation for these experiences. Dataverse supports the engagement data model, while Power Apps and Power Pages provide experiences for procurement teams and external suppliers. Organizations can build on these capabilities to adapt Supplier Engagement to their requirements while maintaining connections to Dynamics 365 Supply Chain Management.

For organizations already using Microsoft Power Platform, this also means Supplier Engagement can become part of a broader approach to application development, extensibility, and governance rather than introducing another technology environment for IT teams to manage.

This composable approach can give organizations greater flexibility to evolve supplier experiences as requirements change while keeping those experiences connected to the ERP processes they support.

Maintain control over data and process boundaries

Composability becomes more valuable when IT teams can maintain clear boundaries around data ownership and operational processes.

Supplier Engagement uses event-driven synchronization and configurable mappings to connect supplier information in Dataverse with Dynamics 365 Supply Chain Management. Virtual entities can make Dynamics 365 Supply Chain Management data available through Dataverse without requiring the underlying operational records to be copied into Dataverse, while APIs and OData actions connect supplier interactions with relevant Dynamics 365 Supply Chain Management processes.

Administrators can configure mappings for the data that needs to move between Supplier Engagement and Dynamics 365 Supply Chain Management. Dynamics 365 Supplier Engagement uses synchronization capabilities designed for its supplier data and process model, which are distinct from standard dual-write. Organizations should not configure both mechanisms for the same Supplier Engagement entities because doing so can result in duplicate records and make data ownership more difficult to manage.

These capabilities give IT teams tools to define data ownership and synchronization boundaries based on their architecture and business requirements while keeping operational procurement processes anchored in Dynamics 365 Supply Chain Management.

Build the business context agents need

As organizations introduce agents into business processes, the quality of the underlying business context becomes increasingly important. Agents need more than access to data. They need to understand the context surrounding that data, including the supplier relationship, where work is within a process, and the permissions, policies, approvals, and business rules that apply.

Disconnected supplier information makes that context more difficult to establish. Bringing supplier information and interactions into a connected environment with Dynamics 365 Supply Chain Management can help establish a stronger data and process foundation for AI and agents.

Supplier Engagement helps connect supplier information and experiences with the operational procurement processes in Dynamics 365. As organizations evaluate agentic scenarios across procurement and supplier management, this foundation can provide agents with access to relevant supplier and process context while helping organizations maintain the permissions and controls established for their ERP environment.

This becomes increasingly important as AI evolves from helping people find and summarize information toward agents that can participate in business processes. The opportunity is not simply to give agents access to more data. It is to provide the business context they need to support work within the processes and controls an organization has established.

Prepare supplier processes for what comes next

The question is no longer simply how to provide another digital experience for suppliers. It is how to extend supplier processes without creating additional fragmentation while preparing the organization’s data and architecture for a future in which people and agents increasingly work across business processes.

Supplier Engagement brings together the operational foundation of Dynamics 365 Supply Chain Management with the extensibility of Microsoft Power Platform. Organizations can adapt supplier experiences to meet business requirements, connect supplier information across procurement processes, and maintain control over how those experiences interact with ERP data and processes.

As organizations adopt more AI and agentic capabilities, this connected foundation becomes increasingly important. Bringing together supplier information, business context, extensibility, and governance can help organizations prepare supplier processes for an agentic future while continuing to support the procurement requirements they have today.

Explore Supplier Engagement to learn how the public preview can help connect supplier experiences, data, and procurement processes.

The post Build a connected foundation for Supplier Engagement and agentic AI with Microsoft Dynamics 365 Supply Chain Management appeared first on Microsoft Dynamics 365 Blog.

Private Preview: Dynamics 365 version 10.0.48 

Public Preview: Dynamics 365 version 10.0.49 

Disclaimer: The capabilities described here are in preview. Preview features are provided for evaluation only, are subject to change, and may not be released in their current form. Availability, timing, and functionality of any feature described here, including roadmap items and capabilities not yet generally available, are not guaranteed and should not be relied upon when making purchasing decisions. 

Inventory is often available, just not in the company where demand shows up. A customer may place an order in one legal entity while the best available stock sits in another. When that happens, teams often fall back on manual intercompany coordination, which slows fulfillment and adds operational cost. 

Cross-Legal-Entity Fulfillment Optimization in Dynamics 365 helps remove that barrier. By combining Distributed Order Management (DOM) with automated intercompany orchestration, the system can evaluate inventory across participating legal entities, help identify a suitable fulfillment location, and create the required transactions automatically. 

In practice, fulfillment decisions can be based on the right business signals, such as inventory availability, distance, cost, and sourcing rules, instead of being limited by company boundaries. 

For example, a retailer with separate legal entities in Germany, France, and Spain may receive an order in Germany when the local entity is out of stock. With this capability, DOM can identify available inventory in France, create the required intercompany flow, and route fulfillment to a suitable location. The customer gets a smooth order experience, while the retailer makes better use of inventory across the enterprise.

What we’re releasing 

Cross-Legal-Entity Fulfillment Optimization introduces five core capabilities: 

• Cross-LE fulfillment groups: Define fulfillment groups that include warehouses and stores across multiple legal entities, so DOM can evaluate a broader enterprise network instead of a single company. 
• Cross-LE inventory visibility for optimization: Allow DOM to evaluate inventory availability from participating legal entities and source from a larger inventory pool. 
• Enhanced fulfillment profiles and rules: Support multi-entity fulfillment strategies while preserving entity-specific configuration, such as delivery modes and sales order origins. You can define fulfillment logic once and apply it consistently across entities. 
• Automated intercompany transaction orchestration: When inventory is sourced from another entity, the system creates the required intercompany transaction chain automatically. 
• Cross-entity fulfillment execution: Orders sourced from another legal entity can be fulfilled through familiar execution experiences while remaining synchronized across participating entities. 

How it works 

Cross-Legal-Entity Fulfillment Optimization is a headless capability provided by Dynamics 365 Commerce and available in Dynamics 365 Finance and Operations (HQ). As long as orders are created in, or synchronized to, Finance and Operations, DOM can evaluate fulfillment options across participating legal entities and orchestrate the required fulfillment process. 

The initial release supports retail orders. Support for broader Supply Chain Management sales order scenarios is planned on the roadmap. Roadmap items are subject to change and are not a commitment to deliver. 

When DOM determines that inventory should be sourced from another legal entity, it orchestrates the intercompany transaction flow: the Original Sales Order (OSO), the Intercompany Purchase Order (IC PO), and the Intercompany Sales Order (IC SO). These documents remain synchronized throughout the fulfillment lifecycle. 

Fulfillment teams continue to use standard processes such as picking, packing, shipping, invoicing, and rejection handling. Status updates flow through the chain so each participating entity stays aligned. If a location rejects an order or inventory constraints change, fulfillment can be reassessed and optimized again using current conditions. 

The goal is a flow that feels seamless for operations while still preserving the controls, accounting, and intercompany structures that enterprises require. 

Business benefits 

• Increase inventory utilization: Make inventory usable across entities and reduce situations where stock exists but cannot satisfy demand. 
• Optimize fulfillment decisions: Let the engine choose the optimal location based on availability, distance, rules, and constraints, across participating legal entities. 
• Reduce manual effort: Automate intercompany transaction creation and ongoing synchronization. 
• Improve the customer experience: Increase fulfillment flexibility and help satisfy demand faster and more consistently. 
• Create a connected enterprise network: Move from isolated legal entity processes toward a more unified fulfillment strategy. 

From visibility to fulfillment: an end-to-end cross-legal-entity solution 

Cross-Legal-Entity Fulfillment Optimization follows Cross-Legal-Entity Inventory Lookup, released in 10.0.47. That earlier capability gave store associates the ability to see inventory across legal entities. Together, the two capabilities create a more complete cross-legal-entity flow, from visibility through fulfillment. 

The progression is simple: see inventory across legal entities, optimize fulfillment across legal entities, and execute fulfillment across legal entities. 

This helps organizations move beyond simply viewing inventory in another entity. They can act on it through intelligent optimization and automated execution, which is an important step toward a more connected fulfillment model across participating legal entities. 

Getting started 

Configuration builds on existing Distributed Order Management capabilities: 

• Enable Distributed Order Management and Azure Maps. 
• Establish intercompany trading relationships between participating legal entities. 
• Configure DOM Intercompany Vendor Mapping. 
• Define fulfillment groups that span participating legal entities. 
• Configure fulfillment profiles and rules. 
• Schedule the DOM processing jobs. 

Full configuration steps, fulfillment scenarios, and troubleshooting guidance are available in the product documentation. 

Availability 

Customers in the 10.0.48 private preview can contact the product team for enablement by creating an ICM with their environment details. Beginning with the 10.0.49 public preview, customers can self-enable the feature through Feature Management. 

Looking ahead 

Cross-Legal-Entity Fulfillment Optimization is more than a new feature. It is an early step toward more connected fulfillment across participating legal entities. 

Today, the capability supports Commerce sales orders across channels, including POS, e-commerce, call center, and headless orders through Commerce Scale Unit (CSU). We have also heard a clear ask from customers: make this compatible with Supply Chain Management (SCM) sales orders as well, so the same cross-legal-entity fulfillment approach can work for all sales order types. 

Cross-legal-entity inventory visibility for customer-facing e-commerce experiences is another area we are evaluating. Roadmap plans are subject to change and are not a commitment to deliver.

We are already looking into that direction. If SCM sales order support is important for your business, please reach out. We would like to understand your requirements. 

How to enable and share feedback 

• Have feedback?: Leave a comment or reach out to me directly. 
• Want to try it on 10.0.48 private preview? Raise an incident to request flight enablement and include your environment details. In 10.0.49 public preview, you can self-enable through Feature Management, so no incident is needed. 

Also recent release: DOM support for advanced warehouse items (10.0.46) 

DOM now supports advanced warehouse-enabled items, allowing them to participate in sourcing and fulfillment optimization scenarios where they were previously excluded. This expands the inventory DOM can evaluate and helps organizations apply fulfillment optimization more consistently across products managed with advanced warehouse processes. 

DOM is also compatible with advanced warehouse scenarios where inventory availability is correctly calculated with inventory statuses enabled, and where warehouse work, loads, and shipments align with the fulfillment strategy. 

One inventory network. Multiple legal entities. One intelligent fulfillment decision. That is the future we are building toward. 

The post Breaking the Company Boundary: Cross-Legal-Entity Fulfillment and Advanced Warehouse Support in DOM appeared first on Microsoft Dynamics 365 Blog.

Define your rotation pattern once — Workforce Management runs it automatically and predictably, cycle after cycle.

Managing rotating shift schedules for customer service teams can be complex and time-consuming. Whether you operate a 24×7 support organization, a global business process outsourcing (BPO) operation, or a regional service desk, maintaining consistent shift rotations often requires significant manual effort.

Today, we’re announcing Shift Rotation Policies in Dynamics 365 Workforce Management, a new capability that lets supervisors define a rotation pattern once and let the scheduler run it automatically, cycle after cycle.

The problem: rotation done manually doesn’t scale

Talk to any workforce manager running a 24×7 operation and you’ll hear a version of the same story:

• A biweekly rotation across morning, evening, and night slots takes 2–4 hours of supervisor time per shift plan, per cycle.
• Rotation logic lives outside the scheduling system — usually in a spreadsheet — which means every schedule regeneration risks breaking the pattern.
• Coverage requirements are rarely uniform across the week, so weekday and weekend patterns have to be assembled by hand, shift by shift.
• Agents have little visibility into the rotation, because they can’t see how the pattern works or when they’ll move to the next slot.
• New joiners, exits, and long absences quietly desynchronize the rotation, and the supervisor has to correct it manually.

When this issue multiplies across 10, 30, or 50 shift plans, rotation administration becomes a bottleneck. It gets in the way of the work supervisors are actually hired to do: coaching agents and running the operation.

Introducing Shift Rotation Policies

Shift Rotation Policies bring the rotation pattern into Workforce Management. Supervisors build the policy once and attach it to one or more shift plans. From that point on, the auto-scheduler consults the policy every time it generates bookings, drawing agents from the correct rotation cohort based on where each shift plan is in its cadence.

No spreadsheets, manual re-shuffles, or guesswork.

What you can configure

\A cadence and a set of slots makes up a rotation policy. Each slot is one position in the rotation, and each is defined on its own terms:

• A rotation cadence that matches your business. Set how frequently the rotation advances — weekly, biweekly, monthly, or any multi-week cycle that suits your operation.
• Between 2 and 24 slots per policy. Model anything from a simple two-way day/night swap to a highly segmented coverage pattern.
• Start and end times per slot. Each slot carries its own working window, so slots can differ in both timing and length rather than being uniform blocks.
• Day-of-week validity per slot. Choose the days each slot applies to, so weekday, weekend, and compressed patterns are expressed directly in the policy.
• Agent cohorts assigned to each slot. Supervisors decide exactly which service representatives sit in each slot, and the whole cohort advances together as the rotation moves.
• Activation date and time zone. Set when the policy takes effect and the time zone it operates in, so distributed teams stay aligned.
• Reuse across shift plans. One policy can drive rotations for multiple shift plans, so you don’t rebuild the same pattern for every plan.
• Pause, resume, or detach at any time. Freeze cohort positions when operations change, then resume — or detach the policy to return to non-rotation scheduling.

Putting it together

Consider a regional service desk that supports customers seven days a week, with heavier volumes on weekdays and lighter weekend traffic. The workforce team creates a single policy on a four-week cadence with four slots, and assigns one cohort to each:

Every four weeks, each cohort advances one position: Cohort A moves to Late, Cohort B picks up Peak support, Cohort C takes the weekend rota, and Cohort D moves to Early. Weekday mornings and evenings stay fully covered, the mid-week volume peak gets a dedicated overlapping block, and weekend duty circulates across the whole team instead of landing on the same people every month.

The team configures this once. Every subsequent schedule generation applies it, and the pattern in the policy is exactly the pattern that appears on the schedule board.

Get started–in three steps

1. Create a rotation policy. In Workforce Management, open the Shift Rotations page and create a policy. Set the name, activation date, time zone, and the cadence at which the rotation advances.
2. Define your slots and assign agents. Add your slots, set the hours and days each one covers, and assign the service representatives who belong to each slot.
3. Link the policy to your shift plans. Open a shift plan, select the rotation policy, and save. The next auto-schedule run draws agents from the cohort whose rotation position matches each booking’s window.

What makes this different

Traditional rotation approaches rebuild the schedule from scratch every cycle, or hard-code the rotation into individual agent calendars. Shift Rotation Policies work differently:

• Reusable by design. One policy drives rotations across as many shift plans as you need.
• Native to the scheduler. Rotation is not a bolt-on utility. It’s a first-class input to the auto-scheduler, so bookings are always consistent with the rotation cohort.
• Explicit, not inferred. Supervisors decide exactly who belongs to which slot — no black-box logic reshuffling agents in ways employees can’t anticipate.
• Built for real coverage patterns. Hours, days, slot count, and cadence are all configurable, so the policy reflects how the operation actually runs rather than forcing it into a uniform template.
• Fully reversible. Rotation state is managed centrally, so pausing or unwinding a rotation never means rebuilding schedules by hand.

Why this matters

Shift Rotation Policies deliver value on three sides of the operation:

Availability

Shift Rotation Policies will be generally available in Dynamics 365 Workforce Management on 15^th August. The capability can be configured by supervisors in Customer Service admin center, under Workforce Management → Shift and Scheduling.

Learn more and get started

• Read the documentation: [Manage Shift Rotation]
• See what’s new in the Dynamics 365 release plan: [Release Planner]

We built Shift Rotation Policies alongside customers running some of the most complex customer service operations in the world. Does your organization run rotating shifts today? We’d love to hear how you plan to use this. Share your feedback in the comments or reach out to your Microsoft account team.

The post Announcing Shift Rotation Policies: automated shift rotations at scale appeared first on Microsoft Dynamics 365 Blog.

Microsoft is enhancing the Implementation Portal for Dynamics 365 with business process visualization. This gives customers and partners access to the Microsoft Business Process Catalog directly within the project profiling experience.

Powered by Mavim, this new visualization capability helps implementation teams explore standard business processes, align on project scope, and make more informed implementation decisions earlier in the implementation lifecycle.

Successful implementations begin with a shared understanding of business processes. Before solution design, configuration, or deployment, project teams must agree on which business processes are in scope. They also agree on where standard capabilities meet business requirements and where unique business needs may require additional planning. The Implementation Portal now surfaces Microsoft Business Process Catalog context at the start of implementation planning.

Bringing business process context into project profiling

The Implementation Portal helps customers and implementation partners define the scope of a Dynamics 365 project. During project profiling, teams identify the products, capabilities, and business processes that will shape the implementation.

With this release, teams can now explore standard business process diagrams from the Microsoft Business Process Catalog without leaving the Implementation Portal. Teams can review process flows during project scoping, building a shared understanding across stakeholders from day one.

New capabilities include:

• Opening and navigating standard business process diagrams from the Microsoft Business Process Catalog.
• Exploring process hierarchies to support discovery and implementation planning.
• Identifying business processes that are in scope or out of scope for the project.
• Working with business process content directly within the project profiling experience.

These capabilities provide additional context during one of the most important phases of an implementation: defining what the organization plans to deliver.

A Shared Foundation for Implementation Planning

Project scope influences nearly every aspect of a Dynamics 365 implementation, from solution design and governance to project planning and delivery. Defining scope early helps align stakeholders. That shared understanding reduces ambiguity throughout implementation.

Incorporating the Microsoft Business Process Catalog into the Implementation Portal creates a common starting point for implementation discussions. Teams can reference standard Microsoft business processes during discovery workshops, evaluate which processes align with business requirements, and document implementation scope within a single experience.

This enhancement can help organizations:

• Align business and technical stakeholders earlier in the implementation lifecycle.
• Ground implementation discussions in standard Microsoft business process guidance.
• Improve consistency across implementation teams by using a shared process framework.
• Maintain traceability between business process decisions and implementation planning.
• Create a stronger process foundation that supports future solution design activities.

Rather than changing how organizations implement Dynamics 365, this enhancement enriches an existing workflow by making business process guidance available where implementation decisions are made.

Kiwa Builds a Common Process Foundation

Organizations are already using the Microsoft Business Process Catalog to support business transformation initiatives. Kiwa, a global testing, inspection, and certification organization, is using Dynamics 365 and the Microsoft Business Process Catalog to help harmonize service operations across more than 200 legal entities in over 40 countries. By establishing a common process framework, the organization can compare current-state and future-state processes, align stakeholders around a shared operating model, and support implementation decisions across global rollouts.

For organizations implementing Dynamics 365 across multiple business units, regions, or legal entities, a common process foundation can support more consistent planning and governance throughout the implementation lifecycle. Read the Kiwa case study.

Availability

Business process visualization in the Implementation Portal for Dynamics 365 is now generally available as part of the standard project profiling experience.

The Implementation Portal is available to customers with eligible Dynamics 365 products and is the primary channel for completing the required Go Live Readiness workshop for finance and operations projects.

This release is an important step toward creating a more connected implementation experience, bringing business process guidance closer to the decisions that shape successful Dynamics 365 projects.

Learn more

Learn more about the Microsoft Business Process Catalog and the Implementation Portal for Dynamics 365 on Microsoft Learn.

The post Microsoft enhances the Implementation Portal for Dynamics 365 with business process visualization appeared first on Microsoft Dynamics 365 Blog.

Sourcing and procurement processes are being reimagined to strengthen supplier collaboration, improve operational efficiency, and drive greater control across source-to-pay processes.

Sourcing and procurement teams are being asked to onboard suppliers faster, collaborate across global operations, respond to supply disruptions, and meet growing compliance requirements—all while maintaining trusted supplier data across the business.

Managing these activities through disconnected systems, email, and manual processes can make it difficult to maintain supplier information and efficiently collaborate throughout the supplier lifecycle.

 The public preview of Supplier Engagement for Microsoft Dynamics 365 Supply Chain Management is a centralized workspace that enables organizations to onboard suppliers, manage supplier information across legal entities, and collaborate across sourcing and procurement activities.  Dynamics 365 Supply Chain Management, Supplier Engagement helps organizations streamline supplier collaboration while maintaining a trusted, consistent source of supplier information across procurement, finance, and supply chain operations.

Build a stronger foundation for modern sourcing and procurement

Modern sourcing and procurement require more than efficient transactions. Organizations need trusted supplier information, connected business processes, and more secure collaboration across teams.

Supplier Engagement brings supplier onboarding, supplier information management, supplier collaboration, and operational processes together in a cohesive experience connected to Dynamics 365 Supply Chain Management. By unifying supplier engagement across Microsoft Power Platform and Dynamics 365 Supply Chain Management, organizations can improve operational efficiency, strengthen supplier collaboration, and establish a stronger foundation for future innovation.

Simplify supplier onboarding and lifecycle management

Supplier Engagement extends Dynamics 365 Supply Chain Management with capabilities that support the complete supplier lifecycle—from supplier registration and onboarding through qualification, approval, and ongoing supplier management.

Procurement professionals like buyers or supplier relationship managers can register prospective suppliers, guide them through structured onboarding, evaluate qualifications, manage approvals, maintain supplier certifications and capabilities, capture supplier feedback, and manage supplier relationships from a centralized workspace.

The solution supports both supplier self-registration and buyer-initiated onboarding.

Manage global suppliers with greater consistency

Many organizations work with the same suppliers across multiple legal entities. Maintaining separate supplier records for each legal entity can result in duplicate information, inconsistent records, and unnecessary administrative effort.

Supplier Engagement introduces Global Vendor management, enabling organizations to maintain a shared supplier record across multiple legal entities. Supplier information, including contacts, addresses, certifications, and organizational details, is maintained centrally and shared where appropriate. Once qualified, suppliers can be released into one or more legal entities within Dynamics 365 Supply Chain Management for operational transactions while maintaining a single global supplier profile.

This approach provides sourcing and procurement teams with greater visibility across supplier relationships while helping establish a trusted, consistent source of supplier information across the organization.

During private preview, customers cited the unified supplier data management experience as a key advantage, sharing that it could help address the data mismatches and duplicate supplier information their buyers experience today.

Keep supplier collaboration connected to your business processes

Suppliers now can use a dedicated self-service portal to maintain their information and participate directly in sourcing and procurement processes, helping reduce manual effort while improving data quality.

Through the supplier engagement portal, Supplier professionals like sales managers, selling executives can:

• Register and onboard their organizations
• Respond to requests for quotation (RFQs)
• Review and confirm purchase orders
• Propose changes to quantities or delivery dates
• Submit invoices
• Create Category requests
• Monitor consignment inventory
• Maintain contact information, certifications, and organizational details

Adapt supplier engagement to your business

Supplier Engagement is built on Microsoft Power Platform using Microsoft Dataverse, model-driven Power Apps, and Power Pages.

This architecture gives organizations the flexibility to tailor Supplier Engagement to their business requirements. Organizations can customize onboarding experiences, extend questionnaires, configure workflows, automate notifications, and adapt supplier processes while remaining connected to Dynamics 365 Supply Chain Management.

By combining the extensibility of Microsoft Power Platform with the operational capabilities of Dynamics 365 Supply Chain Management, organizations can evolve supplier engagement processes without modifying core ERP functionality

Supplier engagement is also available for Agents

Global supplier management gives agents something most AI initiatives lack: a trusted, non-duplicated source of supplier truth to reason over. Agent access respects the same security roles, approval workflows, and data boundaries as human users, while operational transactions remain anchored in Dynamics 365 Supply Chain Management.

This means instead of building custom integrations for every scenario, organizations use one standard interface and agents built in Microsoft Copilot Studio, or any MCP-compatible host, can reason over supplier data and act within the permissions and business rules already defined in Dynamics 365 Supply Chain Management and Dataverse.

Practically, that opens scenarios such as:

• Reviewing inbound supplier registrations requests.
• Flagging incomplete or potentially duplicate onboarding submissions before buyer review.

• Monitoring global certifications and prompting suppliers ahead of expiration.
• Performing Risk assessments and recommend corrective actions.
• Summarizing a RFQ response set so a buyer compares terms instead of assembling them.

Learn more

Supplier Engagement is now available in public preview for Microsoft Dynamics 365 Supply Chain Management.

To learn more about capabilities, deployment prerequisites, and configuration guidance, visit Microsoft Learn.

Supplier Engagement overview (preview) – Supply Chain Management | Dynamics 365 | Microsoft Learn

Install the Supplier Engagement app and supplier portal on Power Platform (preview) – Supply Chain Management | Dynamics 365 | Microsoft Learn

The post Supplier Engagement in Dynamics 365 Supply Chain Management is now available in public preview appeared first on Microsoft Dynamics 365 Blog.

As customer service teams scale with AI, ensuring every customer interaction meets business policies, regulatory requirements, and brand standards has never been more critical.

Today, we’re excited to announce the general availability of Governance skill in the Quality Management agent for Dynamics 365 Customer Service—bringing proactive policy enforcement to outbound customer communications.

Build trust into every customer interaction

Governance evaluates outbound emails, whether agents write them or AI generates them, against business-defined policies before sending them. This ensures communications remain compliant, consistent, and aligned with your organization’s standards.

What’s new in GA

📎 Policy checks for email attachments

Governance now extends beyond the email body to text-based attachments. This process evaluates PDFs, Word documents, and text files for policy compliance before they reach customers, helping reduce risk and ensure communication integrity.

⚙️ Flexible policy strictness levels

Not all policies are equal. Organizations can configure Low, Medium, High, or Very High strictness levels to enforce policies with the right balance of sensitivity, accuracy, and business risk for each scenario.

Why it matters

• Reduce compliance risk by catching issues before emails are sent
• Ensure consistency across human and AI-generated responses
• Strengthen quality management with proactive and reactive insights
• Scale AI confidently with built-in governance controls

Get started today

Administrators can quickly set up governance policies, choose enforcement behaviors (flag or block), include attachment checks, and fine-tune strictness levels to match business needs. Simulation and reporting tools help validate and optimize policies before rolling them out broadly.

With Governance now generally available, Dynamics 365 Customer Service empowers organizations to deliver trusted, compliant, and high-quality customer communications at scale — helping teams move faster with confidence in every interaction.

Built for the Dynamics 365 Ecosystem

Governance and Quality Evaluation are skills within the Quality Management Agent in Dynamics 365 Customer Service. As part of the broader Quality Management suite, Governance works alongside the Quality Evaluation skill, which assesses interactions to uphold quality standards. Together, these skills create a unified framework for quality, compliance, and policy adherence.

Learn More

To explore Governance in action and start defining your own policies, learn more here. We look forward to your feedback as we continue to evolve this feature.

The post Governance in the Quality Management agent is now generally available appeared first on Microsoft Dynamics 365 Blog.

Access customer service data and tools from MCP-compatible AI experiences — while minimizing the need for one-off custom integrations.

Today we’re announcing the general availability of the Dynamics 365 Customer Experience MCP Server for Service. Building on the public preview we released last winter, GA makes the service MCP tools and MCP apps used by Service Agent in Microsoft 365 Copilot available as an independent offering that organizations can connect to a growing ecosystem of MCP-compatible AI clients.

For business decision makers, the opportunity is clear: Agentic Customer Experience brings intelligence directly into the flow of work — helping teams access trusted data, surface relevant context, and support decision-making within existing workflows. With the Dynamics 365 Customer Experience MCP Server for Service, organizations can make Customer Service capabilities available in supported MCP-enabled experiences, so cases, knowledge, and customer context can be accessed within the tools teams already use.

1. What it is, and why “connect any client” matters

The Service MCP Server implements the Model Context Protocol (MCP), an emerging open standard for connecting AI applications to enterprise tools and data. Rather than developing separate integrations for individual AI experiences, organizations can use MCP to make Customer Service capabilities available to compatible clients through a standardized approach.

Manage connections through the Microsoft-hosted Agent 365 Tooling Gateway, which handles authentication to your Dataverse environment. Access aligns with existing Dataverse roles and permissions, helping organizations maintain established governance and access controls while supporting requirements for visibility, security, and governance.

Because it speaks a standard protocol, the server works with a broad and growing set of hosts, including:

• Microsoft 365 Copilot, including Service Agent, generally available on June 30th
• Microsoft Copilot Studio agents
• Visual Studio Code and GitHub Copilot CLI
• Other MCP-compatible clients that support HTTP-based MCP connections, including examples such as ChatGPT and Claude Code

The result is greater flexibility in how Customer Service capabilities can be made available across different AI experiences, while reducing the need to rebuild separate integrations for each interface.

Experience in ChatGPT:

Experience in GitHub Copilot CLI:

2. What’s available at GA

At general availability, the server ships with more than 90 service-oriented tools spanning many day-to-day workflows in a customer service organization. The capabilities cover common areas of service work, including:

• Case management — list, open, summarize, update, reassign, and resolve cases; pick the next case from a queue; and track SLA status and suggested next actions.
• Customer context — pull account and contact details and summaries, and review the activity timeline behind a case.
• Knowledge — search knowledge articles, draft and harvest new ones, check for knowledge gaps, and publish approved content.
• Email and activities — draft, generate, and send email; apply and manage templates; log notes and activities; link email to cases; and create a case directly from an email.
• Intelligence and recommendations — surface next-best-action suggestions, preview responses, and answer knowledge and service questions in context.
• Data and search — query and update Dataverse entity records and run cross-entity search and lookups.
• Environment and administration — select and manage MCP tool extensibility, connect to Copilot Studio agents, and customize Dynamics grids and views.

For your teams, that breadth means the server can support real, end-to-end workflows. From answering questions to taking the actions necessary to get work done.  

3. Extensible by design

The capabilities above are the starting point. The Customer Service MCP Server is built to be extended, with admin and maker tools that help organizations shape the experience around their business requirements:

• Connect your own external MCP servers. Admins can register, test, and manage additional MCP servers, so tools from other line-of-business systems can appear alongside built-in Customer Service capabilities in a governed surface.
• Bring in Copilot Studio agents. Admins can register and manage Copilot Studio agents and bots, extending the experience with custom agents already built in Copilot Studio.
• Tailor it to your teams. Maker and admin tools let organizations configure agent profiles, capabilities, and user preferences so the experience can better reflect established processes.

This extensibility is what makes the server a durable foundation rather than a fixed feature set. As your AI strategy evolves and new tools and agents come online, you can bring them into the same governed experience — no rip-and-replace required.

Getting started

The Dynamics 365 Customer Experience MCP Server for Service is generally available now. Administrators can connect it to Copilot Studio and supported MCP clients through the Agent 365 Tooling Gateway. Step-by-step setup, supported clients, and authentication details are available in the Microsoft Learn documentation.

Help teams access Dynamics 365 Customer Service capabilities within MCP-compatible tools and experiences.

The post Bring Dynamics 365 Customer Service to MCP-compatible AI clients: Customer Service MCP Server is now generally available appeared first on Microsoft Dynamics 365 Blog.

The new Copilot experience doesn’t just assist service professionals inside the CRM—it reasons and acts across the entire service workflow, wherever work happens. Here’s what changed, why it matters, and how you can adopt it quickly.

The shift from assisting to acting

The new Copilot experience in Microsoft 365 Copilot is a step towards unification across the Microsoft application ecosystem. It’s not only available in Dynamics 365, but in Outlook, Teams and other Microsoft 365 applications. The context and chat history carries across applications, meeting teams in the flow of work. This is achieved through the introduction of a dedicated declarative agent designed for service: Service Agent.

This post goes one level deeper on the question we hear most from service leaders at frontier organizations beginning the adoption: How is Service Agent different from the Copilot capabilities we already have in Dynamics 365 Customer Service?

The short answer: Service Agent in Microsoft 365 Copilot provides deeper case context, and supports actions across the whole resolution workflow. It builds on the existing Copilot foundation and operates across Microsoft 365 and Dynamics 365 applications, grounded in both Microsoft 365 graph and Dataverse data.

Now Generally Available

What’s new in Copilot in Customer Service

Copilot in Dynamics 365 Customer Service excels at answering and summarizing inside the CRM—case summaries, knowledge-grounded replies, email drafting, and proactive insights that elevate each interaction. Service Agent keeps all of that and adds three things that change the model:

Service Agent acts across the entire service lifecycle—not just inside one app. At general availability, a robust MCP server purpose-built for service powers Service Agent, with 90+ new MCP tools and MCP apps. Together they let service professionals understand, find, act, communicate, and improve without leaving the conversation:

• Case lifecycle: get, list, update, close, enrich, match, reassign, pick from queue, resolve-and-pick-next, and create cases from email.
• Customer insights: account and contact summaries, detail views, and lookup search.
• Knowledge: article search and detail, natural-language answers, draft articles, verbatim carousel, and category filtering.
• Email & drafting: view/draft/send, AI draft, template recommend-apply-insert, tone adjustment, translation, KB insert, and signatures.
• Case intelligence & next best action: case and conversation summaries, timeline highlights, suggested actions, follow-up cadence, and decision cards.
• Quality & coaching: case/conversation evaluation, coaching tips, and resolution-dialog fill.
• Prompt intelligence: Context-aware starter prompts, and a prompt gallery with bookmarks and chat history.
• Work with files: file upload and image understanding, image generation, on-demand charts from service data, the ability to create Word, Excel, and PowerPoint files
• Plus Workforce management, SLA and queue monitoring, activities and notes, intent and human-in-the-loop signals, and platform/admin operations.

It’s built to be extended and governed. Service Agent adds individual tool enablement, dynamic role-based access to tools, bring-your-own MCP tools and Copilot Studio agents, and customization of the MCP app in chat experiences.

Comparison at a glance

How this benefits customers

• Faster resolution with less switching. The context professionals need—spread across cases, knowledge, emails, and conversations—is brought into one place, so they reason and act without hopping between systems. The conversation also carries across multiple apps in the flow of work.
• Stronger productivity and case hygiene. Routine actions (updating, closing, reassigning, follow-ups, notes) happen in the flow of the conversation, reducing post-interaction admin work and keeping records current.
• Faster ramp for new team members. Knowledge context and likely intent surface automatically, so new joiners get up to speed faster—a benefit early evaluators called out directly.
• Consistent, trusted answers. Synthesized, cited responses grounded in the systems teams already rely on, while respecting existing permissions.
• Roll out at your own pace. Granular, reversible controls—per role, per app module, let teams adopt gradually and run side-by-side with existing experiences during the transition.

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

DP Indetkar, Senior Vice President | AI Engineering Lead, Emerging Technology, Northern Trust

Roadmap: where Service Agent is headed

We are exploring the following investment areas next.

• Deeper app context and proactive experiences — richer awareness of service work across Dynamics 365 and Microsoft 365 apps, with role-based proactive prompts, insights, and next steps surfaced where professionals are already working.
• Stronger guardrails — expanded human-in-the-loop controls, approvals, and policy-aware execution for actions that carry customer, compliance, or operational risk.
• Mobile support in Microsoft 365 Copilot — bringing Service Agent into the mobile Copilot experience so service professionals can review context, take action, and stay current while on the go.
• More tools — continued expansion of the out-of-box MCP tool catalog, alongside richer bring-your-own MCP tools and Copilot Studio agent patterns for specialized service workflows.

How to get started

Service Agent is generally available now. Get started:

1. Licensing. 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. Premium tools are subject to Copilot Credit consumption.
2. Provisioning. Admins provision Service Agent through the Microsoft 365 admin center.
3. Roll out safely. Use the per-role, per-app-module, and per-queue controls to pilot with a team and run side-by-side with existing experiences before scaling.

Learn more

• Enable Service Agent in Microsoft 365 Copilot
• Service Agent Overview
• Overview of Dynamics 365 Customer Service MCP tools
• Related: Moving Sales and Service Organizations Forward with Agentic CX, Service Agent is now generally available

The post From Answers to Action: What’s New with Copilot in Dynamics 365 Customer Service appeared first on Microsoft Dynamics 365 Blog.

Watch your AI work on real, live cases, predicting, recommending, and resolving, without it ever touching a customer, a record, or a workflow. This is how you prove automation before you turn it on.

The hardest question in enterprise AI

Every team exploring AI automation eventually hits the same wall. The technology is ready. The use cases are obvious. The productivity upside is enormous. And yet one question stops the rollout cold:

“How do we know the AI is making the right decisions?”

It’s a fair question, and the most important one. In live customer cases, a wrong call isn’t a small error; it can mean a misrouted escalation, premature closure, or a customer feeling unheard.

Meet Shadow Mode

Shadow Mode in Case Management Agent lets you evaluate AI on live production cases, without taking any action.

The AI agent runs quietly alongside your human workflows. On real, incoming cases it observes, predicts, recommends, and simulates exactly what it would do if it were live. You see every recommendation, and the reasoning behind it, in real time. But nothing leaves the system : no record is updated, no customer is contacted, no status changes.

In other words, you get to watch your future automation work—on today’s hardest cases, before you ever hand it the keys.

Don’t debate whether the AI is production-ready—run it against live cases in shadow mode and let real outcomes validate performance. It won’t impact production data; it only observes and evaluates behavior.

Shadow Mode Behavior: What Happens—and What Never Happens

Shadow Mode is built on a simple promise: full visibility and controlled execution.

While Shadow Mode is active, the agent will:

• Run against live cases
• Surface recommendations and predicted actions in real time
• Show the reasoning behind every decision
• Measure readiness before you enable autonomous execution

And while it does all of that, it will never:

• Update a case record
• Send a customer communication
• Change a case status
• Interrupt an existing workflow

That separation is the whole point. You evaluate AI under real-world conditions while keeping complete operational control.

Validate across the entire case lifecycle

Shadow Mode isn’t a narrow test. It spans every major capability of Case Management Agent, so you can build confidence end to end.

Case Enrichment — Is the AI predicting cases correctly?

See how accurately the agent predicts the attributes that route and prioritize work: category, priority, product, and your custom fields and metadata. Compare predicted values against actual outcomes, pinpoint where accuracy slips, and sharpen your field descriptions before enrichment goes live.

Case Resolution — Would the AI solve it the way you would?

Evaluate AI-generated resolutions on real cases without sending a thing. Inspect how the agent identifies intent, retrieves knowledge, recommends a resolution, drafts the customer response, and shows its supporting rationale and evidence.

Case Follow-Up and Closure — Does the AI know when to act, and when to wait?

Pressure-test the lifecycle decisions that are easiest to get wrong: follow-up timing, SLA-based reminders, closure eligibility, and whether a case is truly ready to wrap. Catch premature closures and missed follow-ups in the safety of Shadow Mode—not in your customers’ inboxes.

From experiment to production—with confidence

Most validation relies on historical data that never quite captures how messy real cases get. Shadow Mode flips that. It measures your AI against the genuine complexity and unpredictability of active customer interactions, which means the readiness signal you get is the one that actually matters.

The Result:

• Real-world validation on live production data
• Transparent, explainable decision-making you can defend to stakeholders
• Side-by-side comparison with human actions
• Continuous improvement through iterative testing
• Less deployment risk, and a faster path to production

You move from “we think it’s ready” to “we’ve watched it perform” – and that’s the difference between hoping automation works and knowing it does.

Example: Shadow Mode evaluation for AI-generated case resolution

Start validating today

Don’t wait until production to learn how your AI will perform. Turn on Shadow Mode, let the agent work through live cases, and let the evidence build your confidence.

Get started in two steps

• Go to Copilot Service admin center > Case settings > Case Management Agent
• Activate Shadow Mode for the capability you want to validate.

The fastest way to trust automation is to watch it earn that trust. Shadow Mode is where it starts.

For step-by-step instructions: Enable Shadow mode in Case Management Agent

The post Trust before you automate: introducing Shadow Mode in Case Management Agent appeared first on Microsoft Dynamics 365 Blog.

At Microsoft, our commitment to continuously improving the Dynamics 365 Field Service scheduling experience is rooted in a simple principle. We listen to users, learn from their feedback, and deliver enhancements that make their work easier and more efficient. 

As we invest in larger innovations like the Scheduling Operations Agent, our team remains focused on strengthening the core product. We address the real-world needs of dispatchers, resource managers, schedulers, admins, and frontline teams. Today, we are excited to share new Schedule Board enhancements that make common scheduling tasks faster, clearer, and more flexible.

What’s New for Scheduling Users?

Move To: Adjust Multiple Bookings in One Action      

Plans change. Weather delays, customer reschedules, project shifts, and operational disruptions can all require schedulers to move several bookings at the same time. Until now, users often had to update each booking individually, which was time consuming and increased the chance of errors. 

With Move To, schedulers can select multiple bookings( using ctrl+click on a PC or cmd+click) on a Mac and move them together. Whether work needs to shift by a day, a week, or another consistent offset, this enhancement reduces repetitive manual effort. It helps teams keep bookings accurate without rebuilding schedules one booking at a time. 

Reassign To: Move Multiple Bookings to a New Resource

When a resource becomes unavailable or work needs to be consolidated under a different person, schedulers need a faster way to update assignments. Reassigning bookings one by one can slow down operations, especially for teams managing large projects or multiple resources across several days. 

With Reassign To, users can select multiple bookings bookings (using ctrl+click on a PC or cmd+click on a Mac) and assign them to a new resource through a streamlined Schedule Board experience. This reduces manual updates, avoids unnecessary back and forth in dense editing panels, and makes it easier for schedulers to keep work moving when team assignments change.

Map View: Focus on Location Based Scheduling

For dispatchers and schedulers who rely on geographic context, the map is more than a supporting visual. It is central to understanding where work is happening, where resources are located, and how routes can be planned effectively. 

The new Map view gives users a cleaner, more focused way to work with location based scheduling. By making the map a primary view option, users can better visualize work and resource locations, plan routes with more context, and spend less time navigating around limited map space. Of course, users can still use the map panel alongside the existing List and Gantt views.

Week Numbers on the Schedule Board: Plan by the Calendar Language Your Team Uses.

Many organizations plan work using week numbers rather than date ranges alone. For teams that coordinate around Week 42 or Week 15, switching between date based views and week based planning can add unnecessary translation work. 

With the option to show week numbers on the Schedule Board, users can see week numbers alongside the scheduling experience, making it easier to plan, communicate, and coordinate work using the same calendar language their teams already use. This is especially helpful for organizations where week based planning is a standard part of operations. This feature is controlled with the existing Dynamics personalization settings so that your experience is consistent across Dynamics applications.

Partial Cancellation: Update the Right Part of a Long Running Booking

Long running and multi day bookings often need precise midstream adjustments. A resource may be unavailable for a specific week, a project may be paused, or one segment of a booking may need to be cancelled while the rest remains intact. Previously, these changes could require workarounds, manual edits, or cancellation and rebooking.

With Partial Cancellation, users can make more precise changes to multi-day bookings by cancelling only the portion that needs to change while preserving the rest of the booking. This helps schedulers work more naturally in aggregate views and reduces the risk of errors when managing complex, long-running work.

Keep Telling Us What You Need

Each of these enhancements reflects the same goal: make everyday scheduling easier, clearer, and more efficient. Some improvements help users act faster when plans change. Others make the board more readable, more flexible, or better aligned to regional planning practices. Together, they continue our investment in strengthening the core scheduling experience for the people who rely on it every day.

We’re grateful for your feedback, whether it comes through direct customer conversations, support channels, partners, surveys, or the Dynamics 365 Field Service Ideas Portal. Please keep telling us what you need and sharing the scenarios that matter most to your teams. Your feedback helps shape the future of scheduling in Dynamics 365 Field Service.

The post Listening, Learning, and Delivering: New Schedule Board Enhancements for Everyday Scheduling appeared first on Microsoft Dynamics 365 Blog.