Sales teams have access to more information in the flow of work than ever before. Customer conversations, customer relationship management (CRM) data, meetings, emails, service interactions, and market signals can all provide valuable context—but only if sellers can quickly turn that information into meaningful next steps.

For many organizations, that is becoming the real challenge. The issue isn’t a lack of data or activity. It’s helping sellers understand what matters most, prioritize effectively, and confidently take the next step with customers.

That’s why the sales force automation market is evolving. Organizations are increasingly looking beyond traditional CRM capabilities and evaluating how AI can help transform research, decision-making, and execution across the sales process. They’re looking for a system of action, not just a system of record.

We’re excited to share that Microsoft has been recognized as a Leader in the 2026 Gartner® Magic Quadrant™ for CRM Sales Platforms, marking the sixteenth consecutive year in the Leaders quadrant.

Microsoft is named a Leader in 2026 Gartner® Magic Quadrant™ for CRM Sales Platforms

Read the report

Dynamics 365 Sales continues to evolve with AI-powered capabilities designed to help sellers work more efficiently and focus on customer engagement. Organizations can use these capabilities to streamline everyday sales activities, surface relevant information, reduce manual work, and support more informed customer interactions while maintaining control over how AI is applied within their sales processes.

Why this matters for sales teams

Sales organizations are under growing pressure to do more with less.

Buyers expect more personalized engagement, faster responses, and better experiences across every interaction. At the same time, sellers must navigate increasing amounts of information spread across multiple systems and touchpoints.

As a result, many teams are spending valuable time researching accounts, gathering context, updating records, and coordinating next steps rather than focusing on customer engagement.

This is where AI is beginning to play a meaningful role.

Rather than simply surfacing information, AI can help sellers synthesize insights from multiple sources, identify possible priorities, recommend actions, and support decision-making throughout the sales cycle. The goal is not to replace sellers; it is to help them move faster with better context and greater confidence—through a system of action that helps guide the next best step.

For sales leaders, these same capabilities can provide improved visibility into pipeline health, potential risks, and areas that require attention, helping organizations make more informed decisions and improve execution across teams.

How Microsoft is helping modernize sales execution with AI

Dynamics 365 Sales is designed to help organizations bring together CRM data, productivity tools, collaboration experiences, and AI-powered assistance into a unified sales experience. Gartner notes that Microsoft helps sales teams improve pipeline visibility and seller productivity through AI-driven research, analytics, and workflow automation. By combining CRM, productivity, and collaboration data with extensible AI agents, organizations can make more informed sales decisions while reducing manual effort.

For example, capabilities such as Sales Research Agent, Data Enrichment Agent, and Sales Agent help keep customer and opportunity data current, while Sales Qualification Agent can help sellers research, engage, and qualify leads more efficiently. Together, these tools help shift CRM from a system for recording sales activity to one that can actively support sellers throughout the sales process.

Microsoft also brings AI directly into the flow of work through Sales Agent in Microsoft 365 Copilot, enabling context-aware meeting preparation, record summaries, follow-up assistance, and sales insights across Dynamics 365, Outlook, and Teams.

For organizations with unique business requirements, Copilot Studio and Microsoft Power Platform enable the creation of customized AI agents that connect systems, automate workflows, and support specialized sales processes subject to customer configuration, governance, and applicable product capabilities.

Together, these capabilities create a more connected selling experience—helping teams turn insights into action, collaborate more effectively, and execute with greater consistency across the sales cycle.

Hear from our customers

Sales Research Agent helps our sales leaders get from idea to business insight and action much faster. They can ask complex business questions in natural language and get clear, decision-ready insights in minutes. It simplifies disparate data sources into a centralized experience where we can make better planning and performance decisions with far less manual effort.

Karl Phenix VP, Global Microsoft Strategy & GTM at TTEC Digital

Sellers want more control and less manual work. Sales Agent in Microsoft 365 Copilot prompts them to update records, assign tasks, and keep data current—without ever opening the CRM.

Keith Mescha, Executive Director, Tech Consulting, EY

AI‑driven data enrichment will improve the quality, consistency, and completeness of customer data in Dynamics, reducing administration for every person on the sales teams while improving our ability to action, analyst, and improve customer outcomes.

Nick Segger, Head of Sales & Agency Transformation, NFU Mutual

As selling continues to evolve, Microsoft remains focused on helping organizations apply AI in practical ways that drive business outcomes while empowering sellers to focus on building customer relationships and moving opportunities forward.

1 Gartner, Magic Quadrant for CRM Sales Platforms, Adnan Zijadic, Guy Wood, Wendy Butler-Mafuz, August 6, 2026 

Gartner and Magic Quadrant are trademarks of Gartner, Inc., and/or its affiliates.

All rights reserved. Gartner does not endorse any company, vendor, product or service depicted in its publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner publications consist of the opinions of Gartner’s business and technology insights organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this publication, including any warranties of merchantability or fitness for a particular purpose. 

*This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Microsoft.  

**Microsoft Dynamic CRM has been recognized as a Leader since 2011 and Microsoft Dynamics CMR Online has been recognized in the report since 2011. In 2017, Gartner combined all feedback for both products into a single Microsoft Dynamics 365 for Sales evaluation. 

The post Microsoft named a Leader in the 2026 Gartner® Magic Quadrant™ for CRM Sales Platforms for the sixteenth consecutive year appeared first on Microsoft Dynamics 365 Blog.

For decades, business applications have been used by organizations as systems of record capturing what already happened. Opportunities were updated after the call. Orders logged after the decision. Journal entries posted after the close. While that model was reliable, it was inherently reactive. 

This is now changing, as intelligence is built into business applications they are becoming systems of action, where AI agents don’t just record work, they help carry it out, with people setting the guardrails. For organizations using Dynamics 365, this is a shift from systems that primarily record business activity to systems that help move work forward under human-defined controls. 

Making this practical takes more than agent reasoning. Agents need a governed way to access business context, connect to transactional systems, and act through the same rules, permissions, and audit trails already built into the application. That is the role Dynamics 365 Model Context Protocol (MCP) servers play.

What Dynamics 365 MCP servers change for your business 

Dynamics 365 MCP servers make the business applications platform agent-ready. Agent-ready means agents can connect to and operate inside the transaction layer of the business application, using the same data models, rules, permissions, security guardrails and audit trails as any user of the system.  

Instead of integrating AI around enterprise resource planning (ERP), organizations can bring agents into the flow of work, where business decisions and transactions already happen: 

• Faster cycle times, by moving approvals, forecasts, and transactions forward with Dynamics 365. 

• Lower integration overhead, by using the application layer customers already govern instead of building custom connections for every process. 

• Reduced manual effort, as agents clear routine steps while people stay in control of thresholds and approvals. 

• Better-informed planning, as agents work from trusted operational data and planning context. 

Today, Dynamics 365 exposes over 650,000 MCP actions across sales, finance, supply chain, human resources, field service, customer service, and project operations. That is the same depth of capability users rely on inside the application, now available to agents.  

When an agent qualifies a lead, adjusts a forecast, or processes a transaction, it runs within the Dynamics 365 transaction layer, using the same data, rules, permissions, and audit trails already in place.  That reduces the need to build separate APIs or bolt-on governance layers for every scenario. 

And given Dynamics 365 is MCP compliant, it can connect to compatible agents across supported platforms, enabling multi-agent interoperability, and customer choice, not lock-in. 

Use Model Context Protocol for finance and operations apps

Learn more

How partners use MCP to build AI agents with Dynamics 365

Partners are at the front edge of this shift. They have industry expertise, domain knowledge, and customer relationships to turn platform capability into real-world outcomes.  

Cegeka: AI in high-stakes, regulated workflows 

In manufacturing and life sciences, Cegeka operates in environments where precision is not optional, it is regulated. Their Quality Impact Recall Agent is designed for manufacturing focused organizations managing quality incidents that propagate in two directions: backward through batch genealogy to determine what was produced and forward through customer commitments to identify who received it. When performed manually, this process can take hours or even days, according to Cegeka. 

How do you introduce AI into a business process where 99% accuracy is considered a failure? In the rigid, transactional world of ERP, processes like product recalls leave no room for hallucinations or best guesses.  

Thomas Van Dorpe, AI ERP Architect at Cegeka 

Cegeka’s approach anchors the agent in ERP data, with a Traceability Add-in that maps batch and lot relationships across the supply chain. The agent can trace from a defect signal back to affected batches and forward to affected customers. Microsoft Copilot Studio orchestrates the agent logic, and MCP connects Dynamics 365 to Microsoft 365, where supplier communications, corrective workflows, and regulatory documentation get initiated.

Across Cegeka’s broader portfolio, their Tender Agent built on Microsoft Power Apps, Copilot Studio, and Dynamics 365 Project Operations helps procurement teams collect and compare supplier quotes, manage request for proposal (RFP) processes, and convert approved tenders into structured work. A Configuration Comparison Agent monitors compliance-relevant drift, while a Regression Testing Agent automates test creation for periodic release validation. The use cases differ; the architectural approach does not.

proMX: Scaling agents across project-based operations 

A different pattern emerges with proMX, a partner with deep roots in Dynamics 365 Project Operations. Rather than building a single, monolithic agent, they are assembling a portfolio of capabilities aligned to how project-based organizations operate, including change orders, approvals, time and expense, project management office (PMO) support, and lessons-learned retrieval. Their focus is concrete: energy, utilities, construction, and consulting firms that manage delivery projects, track time at granular levels, and execute financial adjustments on a scale. 

proMX is also using its own environment as the proving ground, serving as a customer zero for the Dynamics 365 Project Operations Activity Approvals Agent. They started with time-entry approvals where high volumes of short-duration entries were stalling billing prep and slowing month-end close. 

The agent went from preview to full internal rollout in a matter of weeks, reaching 50% adoption across proMX’s internal PMO. Approvers stay in the loop, rules and thresholds are defined up front, and approvers see what the agent recommends before anything posts, while the repetitive work of clearing routine entries gets handled automatically. proMX reports that approval cycles shortened, billing prep accelerated, and month-end close becomes smoother. 

For us, this was never about building an AI demo. Reaching 50% internal adoption shows that the Approval Agent is not just technically possible, it brings enough benefits for people to try and stick with it. 

Sebastian Sieber, Global Director Technology, proMX

Their flagship in-market offering is the Change Order Agent. It handles a class of cross-record adjustments that typically break lighter-weight automation: reallocating budgets across projects, splitting labor and non-labor components, and preserving alignment between cost and sales. The agent interprets the request, maintains the integrity of underlying values, generates the required change-order records, and triggers the downstream system processes. 

The architecture extends the Dynamics 365 stack. Copilot Studio orchestrates the agent logic, Microsoft Dataverse and Power Apps handle execution. And MCP connects the pieces, with proMX building targeted MCP servers only where gaps exist in the standard surface. For more complex, multiagent scenarios, Microsoft Foundry provides the scaling path. It’s a win on both sides: their unique value stays protected, and their solution keeps working as Dynamics 365 evolves.

TrueGradient: Expanding the ecosystem with AI-native companies 

TrueGradient is an AI native company offering an integrated business planning platform spanning demand forecasting, inventory optimization, and price and promotion planning. It represents a growing wave of AI native companies building on Dynamics 365 and MCP, forming a new cohort within an evolving partner ecosystem. 

Forecast Enrichment Agent handles the analytical heavy lifting, selecting an appropriate forecasting model for a given scenario, while a companion agent turns those forecasts into planning decisions. MCP serves as the connective layer into Dynamics 365 and the other ERP, data, and commerce systems customers already run. 

Anchor customers such as Angelcare, Anand Sweets and more are live on Microsoft ERP and expanding in contract value. At Angelcare, a consumer packaged goods (CPG) manufacturer with baby and pet care brands sold in more than 50 countries, Angelcare reports a 12% improvement in demand forecast accuracy, with engagement targets that include 10–20% gains in trade promotion efficiency and roughly 10% reductions in working capital and logistics costs.

Our vision is to integrate AI-driven tools into our operations, and we selected TrueGradient for its cutting-edge Self-Serve AI platform and deep expertise in CPG and retail. We are seeing promising results.

Stephane Huot, VP Supply Chain & Logistics, Angelcare Group

The broader signal matters as much as the metrics. Companies built around AI, like TrueGradient, are choosing Dynamics 365 and MCP as the trusted place where their insights turn into real business actions at scale. That’s a sign the ecosystem isn’t just longtime partners updating what they offer, it’s growing in new directions.

Bring AI agents into the workflows your business already runs

The agent model is not theoretical, it is beginning to deliver impact across business processes and industries within our partner ecosystem. We are seeing agents move from experimentation to execution, with early results in real-world scenarios.

This is what agent-ready looks like in practice: agents connected to business data, governed by business rules, and trusted to take on real work. Not just assisting but acting in the system where work already happens. 

Customers can gain faster time to value while operating within existing Dynamics 365 controls, the same permissions, security guardrails, and audit trails as any user. Partners benefit from a shorter path from idea to repeatable, AI-driven outcomes. And across the ecosystem, MCP serves as the connective tissue that makes agents interoperable, auditable, and production‑ready.  

Start with the process that matters most

Explore partner-built agents already running on Dynamics 365 or identify the first manual process your organization can convert into an agent-driven workflow using Copilot Studio, Microsoft Foundry, and Microsoft Marketplace. 

The post Microsoft Dynamics 365: An agent-ready business applications platform appeared first on Microsoft Dynamics 365 Blog.

Open by design: Dynamics 365 Sales and first-party agents are extensible through the Model Context Protocol (MCP)

AI agents are only as capable as the tools, skills, and information they can easily connect to. In sales, the intelligence that drives great decisions—buying signals, conversation insights, market and account context—often lives outside the customer relationship management (CRM). Getting it into the flow of work has traditionally meant costly integrations or data-duplication projects only the largest companies could sustain.

The Model Context Protocol, or MCP, is an open standard that lets AI agents securely connect to external tools, systems, and data sources.  MCP helps organizations unlock the full value of their CRM data by connecting agents to the systems, tools, and knowledge they already use. It extends first-party agents, unifies fragmented business data, brings CRM intelligence into any experience, and accelerates the development of custom agents. For Dynamics 365 Sales, that means agents can securely tap trusted intelligence in real time without requiring sellers or IT teams to rebuild integrations or duplicate data. The value shifts from data plumbing to intelligent action, giving sellers and sales leaders a more complete, connected, and actionable experience inside Dynamics 365 Sales.

Our Microsoft-built sales agents in Dynamics 365 Sales—including the Sales Qualification Agent and Sales Opportunity Agent—are built on Microsoft Copilot Studio, where MCP tools plug in natively. You can bring your existing partners, licenses, and trusted data directly into Dynamics 365 first-party agent experiences without standing up new CRM integrations or duplicating data.

The result

• Higher-value Dynamics 365 first-party agents that reason over trusted third-party intelligence  and improve output and results. 
• Lower friction to adoption, because you can use the tools you already have and trust across multiple experiences.
• Clear differentiation, where the Microsoft experience can better support agentic sales use cases and workflows, connecting CRM data, partner intelligence, and business context across Dynamics 365 Sales, Microsoft 365, and beyond.

MCP helps turn Dynamics 365 into an agent-powered engine for action

Data and sales intelligence are just the beginning. Because MCP is an open protocol, the same model that brings trusted data into your agents can connect them to nearly any external system or capability, from research and enrichment to workflow, analytics, and tools your teams have not even adopted yet. Today’s launch partners are a powerful starting point and as the MCP ecosystem grows, so does what your agents can do. This strengthens the broader Microsoft Copilot ecosystem and reinforces Microsoft’s agent extensibility.

Not just first-party agents 

These partner MCP servers also work with any custom agent built in Copilot Studio, not only our first-party Dynamics 365 Sales agents. Customers can bring this same flexibility into the agents they build for their own specific workflows.

If you already subscribe to these solutions, this is immediate added value. Your existing subscription now flows directly into your agentic workflows in Dynamics 365 Sales, putting data and capabilities you already have to work inside the agent experience, with no duplicate integration or added licensing.

Announcing new MCP partners

1. ZoomInfo

ZoomInfo: Connect ZoomInfo’s verified business-to-business (B2B) data and context to Microsoft Copilot Studio via ZoomInfo’s headless go-to-market (GTM) context layer, GTM.ai. This surfaces 400M contacts, 100M companies, 120M direct dials, and billions of buying signals inside Microsoft Dynamics 365. In Dynamics 365 Sales agents, customers can enrich contact and account records inline with verified contacts, firmographics, technographics, funding history, and intent signals without manual entry or tab switching.

2. Dun & Bradstreet

Dun & Bradstreet: Anchored by the global standard D-U-N-S® Number identifier, the D&B Commercial Graph MCP server provides the foundational context layer that allows AI agents to understand business identity, relationships, and risk across the global economy, delivering outputs that are consistent, explainable, and auditable. Leverage the Commercial Graph in Copilot Studio to create custom agents and workflows across finance and credit, supply chain, compliance, risk, sales & marketing, and enterprise master data use cases.

3. LeadIQ

LeadIQ: LeadIQ connects directly into the Sales Qualification Agent, the same AI agent already researching and scoring every lead that enters Dynamics 365 Sales. Instead of bolting on a separate enrichment step, LeadIQ becomes a knowledge source inside that existing research flow: as the agent evaluates a lead, it calls LeadIQ for a verified work email and phone number, and the result lands in the lead’s Deeper insights alongside the agent’s other findings, cited, sourced, and ready before a seller ever opens the record. There’s no new tool to learn and no separate enrichment step to run. Verification just becomes part of your Dynamics 365 workflow.

4. Draup

Draup: Draup brings context-rich account and market intelligence into the Sales Qualification Agent—hiring surges, funding events, IT spend shifts, executive moves—then converts those buying signals into clear next actions. Every lead arrives researched, prioritized, and paired with a recommended play.

5. Gong

Gong: Bring Gong’s account and deal insights directly into the Dynamics 365 agent experience. With real-time customer insights like objections raised, risks flagged, or agreed-upon next steps right at sellers’ fingertips, GTM teams can execute on informed next-best actions.

6. Enlyft

Enlyft: Enlyft helps B2B technology vendors and their partners turn deep account intelligence—technology adoption, buying propensity, and competitive footprint into pipeline. Our MCP connector brings that intelligence into Dynamics 365 Sales agents, so a qualification agent reasons over a prospect’s real tech stack, competitive install base, and fit signals before a seller ever engages.

7. HG Insights

HG Insights. HG Insights extends Dynamics 365 Sales agents with trusted B2B market context through Model Context Protocol (MCP), giving sellers direct access to company intelligence—such as technology adoption, cloud and AI maturity, IT investment signals, firmographics, and market context—right inside the agent experience. By combining CRM data with this external market intelligence, Dynamics 365 Sales agents help reps prioritize accounts, uncover whitespace opportunities, and recommend more informed next actions throughout the sales cycle. HG Insights is trusted by 95% of Fortune 1000 B2B tech companies and every major hyperscaler to find, target, and convert their best opportunities faster, and this integration brings that same market intelligence to Dynamics 365 users.

These launch partners highlight how powerful and extensible Dynamics 365 Sales agents can become with MCP: more connected, more contextual, and easier to extend with the partner intelligence customers already trust. Customer can use parter MCP tools with Microsoft-built agents such as Sales Qualification Agent and Sales Opportunity Agent, or bring those same tools into custom agents built in Copilot Studio.  

To get started, choose the sales scenario you want to improve, connect the right partner MCP tool, and define the insight or action the agent should support. Learn how to add custom research insights and MCP tools to Dynamics 365 Sales agents. 

Want to become a partner? The MCP ecosystem on Copilot Studio is open and growing. Certify your MCP server to make your solution available to Dynamics 365 Sales customers.

Microsoft MCP Server Guide

Explore certification prerequisites, package requirements, and publishing guidance for Microsoft MCP servers in Copilot Studio

Get started

The post Extending agentic Microsoft Dynamics 365 Sales with MCP appeared first on Microsoft Dynamics 365 Blog.

Customer expectations have reset. Here’s how agentic AI across Microsoft 365 Copilot and Dynamics 365 helps sales and service teams meet the new standard—right in the flow of work.

Setting a new standard for customer experience

The standard for customer experience has been rewritten. Agentic AI is expanding what’s possible, moving beyond assistance to help surface context, suggest next steps, and support organizations in delivering customer experiences that once felt out of reach. Customers may no longer compare your service to industry peers; they often compare your service to the best experience they’ve ever had. They also may expect businesses to anticipate needs, understand context instantly, and resolve issues with speed and precision. Meeting that standard falls to the people closest to the customer—your sellers and service teams—yet too much of their day is still spent searching across systems, piecing together information, and managing administrative work instead of building relationships and delivering value.

Agentic AI resets the equation. Rather than adding another tool to manage, it brings intelligence directly into the flow of work—helping teams use trusted data, surface relevant context, and move work forward with greater confidence, while freeing your people to do what only people can: build trust. While some vendors leave the experience for you to assemble, Microsoft delivers first-class experiences out of the box—ready on day one, and extensible by design as your needs evolve. And the estimated value is already proven: Organizations realize an average of $3.70 in return for every $1 they invest in generative AI (IDC, 2024).

That’s why we’re announcing a wave of agentic capabilities across Microsoft 365 Copilot and Dynamics 365 built on a foundation of model context protocol (MCP) tools and MCP apps. Each one builds on the last—meeting teams in the flow of work, grounding them in trusted data, and scaling across how teams collaborate—so sales and service organizations can deliver the new standard of customer experience. Microsoft 365 Copilot is already powering this shift for Frontier Firms—organizations that put AI at the center of how they work—with adoption across much of the Fortune 500.

Handing your teams back the hours that build customer relationships

It starts in the flow of work. Sales Agent and Service Agent in Microsoft 365 Copilot are now generally available, bringing AI into the apps your people already use every day—Dynamics 365, Copilot, Outlook, and Microsoft Teams. Powered by Work IQ and grounded in Dynamics 365 data, these agents understand real work patterns and act on the same customer data your business runs on.

For sellers, every hour reclaimed from administrative work is an hour spent understanding the customer. Sales Agent gives sellers the right customer and deal context—wherever they work—so they spend less time hunting for information and more time advancing revenue. Built for the pace of modern selling, Sales Agent helps sellers get to the right customer and deal context faster—so they can walk into every conversation better prepared, capture what matters after the meeting, and keep momentum moving. By bringing together customer relationship management (CRM) insights and Work IQ in the flow of work, Sales Agent reduces the friction of switching between systems and piecing together information from scattered sources. Using natural language, sellers can pull up account summaries, review opportunity context, catch up on past meetings, and draft personalized emails grounded in sales data.

After conversations, they can capture key takeaways, objections, priorities, and follow-up commitments, then add those notes to CRM or update opportunity fields without breaking their flow. The potential payoff for organizations is tangible: stronger seller productivity, faster follow-through, and better CRM hygiene across the funnel. The result is a more connected sales experience that keeps sellers prepared, responsive, and focused on building relationships and driving customer outcomes. That focus translates into growth: sales organizations that put AI-enabled next best actions in front of sellers are 2.6x more likely to achieve commercial growth (Gartner, 2026).

“Sales Agent represents an important step in our broader agentic journey. It helps transform data into guidance at the moment of need, supporting better decisions and more meaningful customer engagement. For us, this is not just about efficiency—it’s about building a smarter, more connected sales organization.”

—Silvana Zafarana, Sandvik Coromant

For service teams, speed and context are the experience. Service Agent helps service professionals resolve issues faster—generating a concise case summary so they’re instantly up to speed, discovering next best actions, drafting a customer-ready email complete with resolution details, and updating records without ever leaving their flow. The result is faster, more personal resolutions that make customers feel known. And the trajectory is clear: Gartner predicts that by 2029, agentic AI will autonomously resolve 80% of common customer service issues without human intervention, cutting operational costs by 30% (Gartner, 2025).

“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

Grounding every interaction in the data you already trust

An agent is only as valuable as the data it has access to. That’s why we’re also announcing the general availability of Microsoft 365 Copilot in Dynamics 365 Sales and Microsoft 365 Copilot in Dynamics 365 Customer Service—bringing Copilot directly into the CRM, so the same Sales and Service agents operate consistently across Dynamics 365 and Microsoft 365.

For sales teams, this surfaces deal intelligence, automates CRM updates, and guides sellers toward their highest-value next action—all grounded in trusted Dynamics 365 Sales data.

For service teams, it delivers AI-assisted case resolution, knowledge-grounded responses, and proactive insights that elevate every customer interaction. The intelligence of Copilot and the depth of your CRM now work like one: no silos, no compromise, and the full customer context behind every response—so interactions build on the last, wherever work happens.

Turning individual productivity into organizational momentum

Great customer experiences are rarely the work of one person. The Dynamics 365 Sales and Customer Service plugins for Copilot Cowork extend agentic capabilities into collaborative, team-based work.

The Dynamics 365 Sales plugin for Cowork helps revenue teams orchestrate complex, multi-stakeholder deals—coordinating account research, meeting prep, and follow-ups as one connected workstream rather than a series of isolated tasks. The Dynamics 365 Customer Service plugin helps service professionals coordinate complex work across teams by bringing together customer context, Microsoft 365 signals, business data, and specialized tools in a single experience. Whether managing case reviews, customer health programs, escalations, or operational processes, teams stay aligned on priorities, handoffs, and next steps—so work can move faster and customers can get a more consistent experience.

Take the next step toward the new standard

Put it together and the path is clear. The same agentic foundation meets your people in the flow of work, grounds them in the data they already trust, and scales across the teams that shape every customer journey—shortening sales cycles, resolving issues faster, and giving your people back the time to focus on customers.

Just as important, these capabilities meet your teams where they already are—Copilot, Outlook, Teams, and Dynamics 365—helping speed adoption and time to value. The organizations that move now won’t simply keep pace with rising expectations; they’ll define what great customer experience looks like.

To learn more about how you can deliver agentic CRM experiences, check out our blogs here:

• Learn more about Sales Agent 
• Learn more about Service Agent 

Sources: 

• IDC InfoBrief: sponsored by Microsoft, 2024 Business Opportunity of AI, IDC# US52699124, November 2024 
• Gartner Press Release, “Gartner Predicts Agentic AI Will Autonomously Resolve 80% of Common Customer Service Issues Without Human Intervention by 2029,” March 5, 2025. 
• Gartner Press Release, “Gartner Survey Finds Sales Organizations That Provide AI-Enabled Next Best Actions Are 2.6x More Likely to Achieve Commercial Growth,” May 20, 2026. 

The post Moving sales and service organizations forward with agentic CX and Microsoft 365 Copilot 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.

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.

Over the past few years, AI has transformed how we access information and get answers. The next step is helping people take actions. That’s the shift behind Copilot Cowork. 

We recently introduced Copilot Cowork through the Frontier program to move beyond chat and into execution—helping you delegate real tasks and have them completed for you. Since then, we’ve seen people use Cowork in ways that go far beyond simple prompts: orchestrating inbox workflows, conducting deep research, generating structured documents, and even building full web pages.  

What is becoming clear is that once AI understands your work, it can start contributing to it and working alongside you. Cowork is built on Work IQ, our intelligence layer that understands your data, your tools, and your organization. That foundation allows Cowork to plan, act, and produce outcomes that are grounded in how your business runs and not just what is available on the public internet.  

Today, we’re announcing additional capabilities in Cowork to expand on what it can make possible for you.

Join the Frontier program to get started

Work doesn’t just happen at your desk—bringing Cowork to iOS and Android mobile

A key part of our Copilot vision is bringing AI into the flow of work, wherever that work happens.  

Cowork already runs in the cloud, so you don’t have to worry about closing your laptop or if your PC is running. Now, we’re introducing Cowork on iOS and Android so you can delegate work the moment you think of it—on your commute, between meetings, or away from your desk—and come back to a finished outcome. Instead of completing those tasks, you can hand them off and keep going while the work progresses in the background.

Turning work into reusable intelligence with Cowork Skills

A lot of work follows repeatable structures and that’s where skills come in. A skill is a reusable set of instructions that guides Cowork on how to complete a task or workflow. Instead of starting from scratch each time, you can capture how you want something done—your structure, your tone, and your process—and ask Cowork to apply it consistently.

We’re introducing built-in skills across Microsoft 365 to help with common workflows like creating documents, coordinating meetings, and conducting research. You can also create your own custom skills, whether you’re standardizing a team process or automating recurring work.

Over time, these skills become a shared layer of intelligence that helps teams scale how work gets done.

Connecting work across your tools with Cowork plugins

We also know that work doesn’t live in a single place. It spans documents, data, and line-of-business systems. To meet that reality, Cowork is connecting more deeply to the tools your organization already relies on so it can operate across systems.

We’re introducing new native integrations across Microsoft products, including Fabric IQ with Power BI, so you can bring your data directly into Cowork workflows. We’re also expanding integrations with Dynamics 365 across sales, customer service, and enterprise resource planning (ERP) applications to support scenarios like pipeline reviews, case resolution, and order approvals.

Available now, we’ll be releasing connectors to popular third-party solutions such as LSEG (London Stock Exchange Group), Miro, monday.com, and S&P Global Energy, with more to come.

Organizations can also build custom plugins to extend Cowork to their unique systems and processes. Learn how to add, create, and manage plugins in Copilot Cowork and start building yours today.

Try Copilot Cowork

We’re still early and moving fast. Over the last few weeks, we’ve been continuously expanding what Cowork can do and you’ll continue to see rapid improvements as we build alongside how customers are using it.

Copilot Cowork is available through the Frontier program, with new capabilities rolling out continuously. Learn more about the latest updates on the Microsoft Technical Community and get started using Cowork in your own workflows today.

The post Copilot Cowork: From conversation to action across skills, integrations, and devices appeared first on Microsoft Dynamics 365 Blog.

We’re entering a new era of AI-powered business applications, and today we’re excited to publish the 2026 release wave 1 plans for Microsoft Dynamics 365, Microsoft Power Platform, and role-based agents in Microsoft 365 Copilot, outlining a broad set of capabilities slated for release between April 2026 and September 2026. These updates reflect our ongoing commitment to making AI an essential partner in how organizations operate, innovate, and grow.

Dynamics 365 leads this wave with AI-powered, agentic innovations across sales, service, finance, supply chain, human resources (HR), and commerce—helping organizations unify data, automate processes, and elevate customer and employee experiences. Microsoft Power Platform continues to expand modern app development, intelligent automation, and enterprise-grade governance to empower makers and developers to innovate with confidence. Role-based agents in Microsoft 365 Copilot further evolve into intelligent daily command centers, helping to deliver richer, data-grounded insights and extensibility that help teams work smarter across every role.

To help you stay current on the most important and innovative capabilities, we’re moving beyond bi-annual launch events to lighter, more frequent business applications updates, featuring expert insights and demonstrations from Microsoft product leaders and engineers.

• Watch on demand: Dynamics 365 Business Applications Update
• Register for the Power Platform and Copilot Studio update April 15 at 9 AM PDT

Be sure to stay updated on the latest features and create your personalized release plan using the release planner.

Highlights from Dynamics 365

2026 release wave 1 updates for Dynamics 365 deliver AI-powered, agentic experiences across sales, service, finance, supply chain, commerce, HR, projects, sustainability, and enterprise resource planning (ERP)—bringing deeper Copilot integration, intelligent automation, unified customer and operational data, and enhanced cross-app capabilities to help organizations drive efficiency, elevate customer and employee experiences, and operate with greater agility and confidence.

Dynamics 365 Sales

Dynamics 365 Sales brings the power of AI to help sellers build their pipeline, enrich opportunities, and accelerate deal closure, while helping sellers easily access accurate, up-to-date information and recommending high-impact actions that sellers can take. Copilot experiences in Dynamics 365 Sales can draw on data spanning customer relationship management (CRM) and Microsoft 365 signals, like email and meeting recaps, to deliver actionable insights across Dynamics 365 and Microsoft 365 experiences.

Dynamics 365 Customer Service

Dynamics 365 Customer Service will continue to enhance agentic capabilities across case management, email, customer intent, quality evaluation, and knowledge management. AI-infused admin and supervisor help to provide more transparency and quicker time-to-value. These investments strengthen end-to-end service orchestration, from helping identify customer intent to driving autonomous workflows that elevate service quality and responsiveness.

Dynamics 365 Contact Center

Dynamics 365 Contact Center advances the agentic contact center in 2026 release wave 1 with new AI-powered capabilities that improve self-service, support accelerate assisted service, and help organizations run contact center operations more intelligently in 2026 release wave 1. It expands to include emerging channels, supervisor insights, and extensibility, giving organizations a unified, AI-powered system to elevate the customer experience.

Dynamics 365 Field Service

Dynamics 365 Field Service strengthens service execution across technician productivity, resource scheduling, and work order management. Investments focus on mobile usability and reliability, intelligent scheduling through the Scheduling Operations Agent, and end‑to‑end execution across assets, projects, and financial operations in this release wave. Together, these updates help organizations manage service complexity and deliver consistent service outcomes.

Dynamics 365 Sustainability

Dynamics 365 Sustainability introduces more intuitive reporting navigation, advanced calculation versioning, and granular data‑locking to reinforce governance and regulatory confidence in this wave. Expanded finance integration, streamlined workflows, and updated templates and factor libraries will further empower organizations to make informed decisions and support progress toward their sustainability goals.

Dynamics 365 Finance

Dynamics 365 Finance delivers continued global scale enhancements that drive greater financial automation, strengthen global regulatory compliance posture, and enhance financial planning and analytics—helping organizations operate more efficiently and achieve their financial and operational goals with confidence.

Dynamics 365 Supply Chain Management

Dynamics 365 Supply Chain Management’s 2026 wave 1 enhances supply and demand planning with price-demand correlation and capacity-to-promise (CTP) date protection. Supplier communication and engagement are streamlined, while warehousing gains AI-powered picking, inventory rebalancing, and hands-free scanning—driving supply chain efficiency.

Dynamics 365 Project Operations

Dynamics 365 Project Operations brings rich capabilities in 2026 release wave 1—from change order support and smarter project planning to smoother quoting, budgeting, and contract workflows. New enhancements streamline item consumption, mobile expense management, subscription billing, and modern-architecture migration—delivering connected project experience.

Dynamics 365 Commerce

Dynamics 365 Commerce strengthens business-to-business (B2B) with multi-outlet ordering, unified sign-in, outlet-specific catalogs, and built-in credit management to help reduce friction and protect cash flow. It modernizes order management and assisted-selling workflows in retail stores, helping to improve associate productivity, and customer experiences across channels. It also enables cross-legal-entity inventory lookup and flexible, attribute-based pricing to help accelerate mass updates and help drive higher sales.

Dynamics 365 Human Resources

Dynamics 365 Human Resources continues to advance in areas such as recruitment, onboarding, reporting, and integrated workforce management. By merging enhanced user experiences with broader ecosystem integration and expanding regional payroll collaborations, the platform enables organizations to optimize employee engagement, support operational accuracy, and confidently achieve their workforce objectives.

Finance and operations cross-app capabilities

Finance and operations cross-app capabilities will introduce new enhancements that strengthen the foundation for AI experiences across Dynamics 365. These updates include improvements to Model Context Protocol (MCP) servers, as well as the general availability of immersive home, which is an AI-powered workspace designed to help users stay focused and prioritize what matters most.

Dynamics 365 Customer Insights – Data

Dynamics 365 Customer Insights – Data acts as the grounding layer for CRM copilots and AI agents, delivering real‑time, unified customer profiles that help power accurate decisions. With enriched data, teams can act on insights directly in their workflow to deliver timely, personalized experiences that deepen engagement and drive better outcomes. The result is an AI-ready data core that elevates agents and helps deliver more connected, intelligent CRM experiences.

Dynamics 365 Customer Insights – Journeys

Dynamics 365 Customer Insights – Journeys empowers end-to-end, agentic customer engagements across sales, marketing, and service, allowing businesses to proactively react to customer behavior using Copilot and AI agents. With smarter orchestration tools, teams can deliver impactful campaigns at scale to drive stronger relationships, higher efficiency, and revenue growth. Part of Dynamics 365, every interaction within your organization benefits from shared data and consistent intelligence across Microsoft CRM applications.

Dynamics 365 Business Central

Dynamics 365 Business Central accelerates the move to agentic ERP with enhancements to our AI‑powered agents that automate sales and purchase scenarios in 2026 release wave 1. Alongside new business capabilities, we invest heavily in developer productivity to support extensibility—improving advanced language (AL) testing, debugging, Copilot extensibility, and agent design.

Highlights from Microsoft Power Platform and Microsoft Copilot Studio

2026 release wave 1 updates for Microsoft Power Platform deliver modernized app experiences across Power Apps and Power Pages, AI-powered automation and agent innovation in Power Automate and Copilot Studio, enhanced Dataverse intelligence and programmability, and strengthened governance, security, and cost management capabilities to help organizations build, scale, and manage intelligent solutions with confidence.

Power Apps

Power Apps continues to modernize app experiences with a refreshed model-driven user interface (UI), improved mobile and offline capabilities, streamlined search, and expanded AI features. This release brings standardized modern theming to everyone, real-time Dataverse access for offline-first canvas apps, enhanced search in grids and lookups, and broader availability and extensibility of generative pages to help teams build and scale intelligent apps faster.

Power Pages

Power Pages will further empower pro-developers and low-code makers to build intelligent business portals for your employees, customers, citizens, and partners through better integration with market leading AI tools. Additionally, enhanced security agent features will further support low-code makers, pro-developers, and admins with actionable insights and abilities for securing their websites.

Power Automate

Power Automate is Microsoft’s comprehensive automation platform for cloud flows, desktop flows, and process mining. This release introduces AI agent authoring, optimization, and self-healing capabilities for desktop flows, Copilot Studio-powered actions in cloud flows, enhanced maker and collaboration tools across both, general availability of object-centric process mining, and consolidated governance reporting.

Microsoft Copilot Studio

Microsoft Copilot Studiocontinues its journey to make agent and agentic workflows even easier to build and more powerful. Now you can further customize agents built with Agent Builder in Microsoft 365 Copilot, and power your automation with high value AI actions. Deeper governance, multi-agent orchestration, and evaluations enable further scaling. With connections to Microsoft Foundry and Work IQ, your agents can use the latest AI technology in coordination with your organizational data.

Microsoft Dataverse

Microsoft Dataverse continues to invest in enterprise-ready agentic and low-code data platform capabilities. The spotlight is on Work IQ and Copilot integration, delivering organization-specific decisions with adaptive learning and full auditability. We’re also enhancing agent programmability with Dataverse APIs, MCP servers, and Python SDK, plus new storage management tools for enterprise-grade compliance at scale.

Microsoft Power Platform governance and administration

Microsoft Power Platform governance and administrationintroduces admin controls for agent security, real-time risk assessment in Copilot Studio, and AI-powered governance agents that automate tenant monitoring and remediation in this release. Enhanced visibility into usage patterns, granular Copilot credit usage with pay-as-you-go (PAYG) caps, and connector dependencies help you optimize costs, demonstrate return on investment (ROI), and enforce compliance with organizational policies using features within the Power Platform Admin Center. GitHub integration and deploy from Git mature your application lifecycle management (ALM) practices with full audit trails.

Business Applications Update

Power Platform &

Copilot Studio edition

Watch on demand

Updates to role-based agents in Microsoft 365 Copilot

2026 release wave 1 updates for Microsoft role-based agents transform Sales Agent and Finance Agent in Microsoft 365 Copilot into intelligent daily command centers, helping to deliver richer, data-grounded insights, enhanced chat and mobile experiences, contextual support across Outlook and Teams, and strengthened governance and extensibility to help organizations drive productivity and scale AI responsibly.

Sales Agent

Sales Agent becomes the seller’s daily command center with richer Sales Chat and Sales Home experiences across desktop and mobile in 2026 release wave 1. Sellers will gain streamlined access to deal and account insights through configurable record summaries, contextual support in Outlook and Teams, and improved email and meeting intelligence. New governance and extensibility controls will also help organizations scale AI responsibly.

Finance Agent

Finance Agent helps finance professionals and their stakeholders interact with financial information from their ERP within the flow of work. In 2026 release wave 1, we continue expanding how this financial assistant supports common finance tasks such as reconciliation, variance analysis, and data preparation in Excel, as well as customer communications in Outlook. By bringing financial insights and assistance directly into familiar productivity tools, the Finance Agent helps teams investigate issues faster, respond to stakeholders more efficiently, and spend less time manually preparing or reconciling data so they can focus more on financial analysis and decision support.

For a complete list of new capabilities, please refer to the Dynamics 365 2026 release wave 1 plan, the Microsoft Power Platform 2026 release wave 1 plan, and role-based agents 2026 release wave 1. We also encourage you to share your feedback in the community forums for Dynamics 365 and Microsoft Power Platform.

Business Applications Update

The Business Applications Update offers an early preview of new capabilities coming in the months ahead. This refreshed structure is designed to reflect the reality of our time: innovation does not happen twice a year; it is constant. Whether you are a strategic leader or a hands-on practitioner, this new cadence is built to get you quickly up to speed.

• Watch on demand: Dynamics 365 Business Applications Update
• Watch on demand: Power Platform and Copilot Studio Business Applications Update

The post 2026 release wave 1 plans for Microsoft Dynamics 365, Microsoft Power Platform, and Copilot Studio offerings appeared first on Microsoft Dynamics 365 Blog.

Work is changing at a structural level.

Three forces are converging. The interface layer is shifting to AI assistants. Agents handle workflow orchestration. And an intelligence layer is consolidating information across structured and unstructured sources. Together, these forces mark Frontier Transformation, where AI moves beyond basic efficiency to open new opportunities for creativity, innovation and growth.

This transformation also creates a new kind of business application: one that is integrated with the AI assistant people use every day, accessible to agents and grounded in the unique intelligence of each organization.

We call these agentic business applications. The applications themselves still reflect real business processes. But how people interact with them, how work moves through them and how they connect to the rest of the business is fundamentally different.

Today, we’re taking a significant step forward in bringing agentic business applications to life across Microsoft 365, Dynamics 365, and Microsoft Power Platform.

Interact with business applications inside Copilot

Microsoft 365 Copilot is becoming an interactive workspace for business applications. Dynamics 365 Sales, Dynamics 365 Customer Service, and custom apps built with Power Apps will surface directly as agents with rich UX inside chat in Microsoft 365 Copilot. Agents using Apps SDK and MCP Apps can also bring Microsoft partner apps into the conversation, including tools teams already use, like Adobe Express, Figma, and Wix. This is the interface layer shift in practice. Instead of switching between applications, users state what they need in Copilot and the system responds. You can review data and take action without leaving the conversation. Copilot becomes the place where work gets done.

As an example, a human resources (HR) employee can now call on their custom HR app, built with Power Apps, right within Copilot to compile a list of office locations with the highest new hire counts this quarter, viewing the results in an organized table with filter options. Additionally, they can prompt the application to show the results in a map view, all without leaving their Copilot interface.

Or a customer service representative can begin their day in Microsoft 365 Copilot by reviewing a summary of priority cases they need to focus on, easily viewing and updating their data from Dynamics 365 Customer Service.

Public preview for this capability will be available later this month for Power Apps, with availability for Dynamics 365 Sales and Dynamics 365 Customer Service launching in early April 2026. Throughout the next month, we’ll also introduce support for this capability across a handful of Microsoft partner apps, including Adobe Express, Adobe Acrobat, Base44, Box, Canva, Coursera, Figma, Miro, Monday.com, Optimizely, and Wix. All pre-built partner app experiences will be accessible via the Microsoft 365 Agent Store for users with Microsoft 365 Copilot.

Bring Copilot and agents into Dynamics 365 and Power Apps

The experience works in both directions. Microsoft 365 Copilot and agents like Researcher and Analyst will be accessible directly within Dynamics 365 Sales, Dynamics 365 Customer Service, and custom apps built with Power Apps. Employees get the same Copilot capabilities they trust across Microsoft 365 while staying grounded in their operational systems.

Customers can continue to benefit from pre-built agents in Dynamics 365, including Sales Qualification Agent, Case Management Agent, and Account Reconciliation Agent, which help teams automate routine work and focus on higher value decisions.

Consider a seller working in Dynamics 365 Sales who asks Researcher to generate a full account overview: customer relationship management (CRM) context, internal knowledge, and external research combined in one response, surfaced in place. The unit of value shifts from “find the right screen” to “get the answer and act.” This creates a more consistent experience across productivity tools and business applications. Work moves from insight to execution with less friction between systems.

Microsoft 365 Copilot in Dynamics 365 Sales, Dynamics 365 Customer Service, and canvas apps in Power Apps will be available in public preview by early April 2026. Microsoft 365 Copilot in model-driven apps built with Power Apps will reach general availability by early April 2026. A Microsoft 365 Copilot license is required. This experience with Power Apps also requires a Power Apps premium license.

Microsoft 365 Copilot in Power Apps allows us to ask questions and make decisions directly against our Dataverse data, while also combining insights from Microsoft 365 when needed. The experience now feels truly unified, allowing our users to summarize complex operational data, trigger actions, and seamlessly access insights. We’ve seen significant increases in the value provided to both our internal solutions and customer-facing products.

Peter Kestenholz, Founder & Head of Innovation, Context&

Grounded in your organization’s intelligence with Work IQ

Underpinning all of this is Work IQ. Work IQ connects signals from Microsoft 365 with operational data from Dynamics 365 and Power Apps. It follows work as it happens across documents, meetings, chats, and business processes. This is the intelligence layer: the thing that resolves entities and relationships across structured and unstructured sources, so agents and Copilot share a common understanding of what is happening across the business.

Decisions discussed in a meeting or email can connect to live data in a business application. Changes in one place surface where attention is needed elsewhere. And because this intelligence is grounded in Dataverse and your organization’s own data, actions stay aligned to real processes and real context.

For example, when a pricing change is discussed in a meeting, Work IQ understands how that decision impacts active opportunities in Dynamics 365 Sales, surfacing the affected opportunities within Copilot for review.

Work IQ plays an important role in making business applications agentic. Without it, agents operate on partial information. With it, they act on the full context of the business.

Users with a Microsoft 365 Copilot license can experience Work IQ with Dataverse integration directly inside Power Apps, Dynamics 365 Sales, and Dynamics 365 Customer Service in public preview by early April 2026.

See how it all comes together

Copilot, agents, and Work IQ come together as a system of work. Within that system lies a new generation of business applications: applications that understand context, respond to intent, and support execution where work actually happens. The business application stack is entering a significant architectural shift. What we’re announcing today is one step in that larger transition. We are building a platform where applications, intelligence and execution converge so teams operate with more clarity and less overhead.

You’ll see this foundation expand across Dynamics 365, Microsoft Power Platform, and Microsoft 365 as we bring more agentic capabilities into the flow of work. Agentic business applications are already taking shape.

• Tune in to the Microsoft Frontier Transformation digital event on March 9, 2026 at 8:00 AM PT.
• Register for the Business Applications Update event streaming on March 18, 2026 at 9:00 AM PT.

The post A new way of working is taking shape: Frontier Transformation appeared first on Microsoft Dynamics 365 Blog.

Every seller knows how much time gets lost between selling moments. Information arrives in many forms—emails, screenshots, documents, handwritten notes—and turning that into structured CRM data often means manual copying, rework, or skipped fields altogether. At the same time, answering everyday questions like “Which leads should I follow up on?” or “How is my pipeline shaping up right now?” can require complex filters, multiple views, or exporting data just to get a clear answer.

Dynamics 365 Sales is evolving to address these challenges with agentic assistance. Instead of sellers adapting to rigid forms, grids, and filters, agentic AI in Dynamics 365 Sales now adapts to how sellers naturally work—by understanding unstructured inputs, interpreting intent, and assisting directly at the point of action. Two purpose-built agents bring this to life:

• A Data Entry Agent that uses LLMs to understand pasted content and uploaded files, extract relevant details, and quickly populate CRM forms for faster lead and contact creation.
• A Data Exploration Agent helps sellers quickly understand trends across opportunities, leads, or accounts by turning natural language questions into filtered views and visual insights.

Together, these agents reduce two of the biggest productivity drains in sales—manual data entry and cumbersome data exploration—so sellers can spend less time managing CRM and more time engaging customers.

Let’s look at how these experiences use agentic AI in Dynamics 365 in real sales scenarios:

Capture sales data faster with the Data Entry Agent
Accurate customer data is critical, but sellers encounter information in many forms—emails, websites, documents, and business cards. The Data Entry Agent uses large language models to understand unstructured text and files, infer intent, and map extracted details to the right CRM fields, without requiring sellers to manually interpret or retype information.

Capture Lead and Contact details instantly with Smart Paste

When a seller receives an inbound email from a prospect, creating a lead often means manually copying names, email addresses, phone numbers, and company details into CRM. For example, a prospect may write:

You want to respond quickly, but first you need to log the lead.

With Smart Paste (Preview), sellers can copy the email content, navigate to the lead or contact form. The system analyzes the copied text, extracts key details such as name, company, email, and phone number, and suggests values inline for the relevant fields. Each suggestion includes inline citation from the email, so sellers can clearly see the source of the information.

Sellers can review AI-generated field suggestions, view citations, accept what looks right, and save—enabling faster lead capture with greater confidence in data accuracy.

Similarly, a seller may be reviewing a prospect’s website or LinkedIn profile in separate tabs. Instead of manually re-entering details later, they can copy text from the company’s About Us page or the prospect’s LinkedIn profile and paste it directly into a CRM form. The agent analyzes the content and suggests values such as industry, company name, location, and job title, allowing the seller to review and apply the information immediately while the context is still fresh.

Convert Physical Documents into CRM Records with Files (Preview)

After trade shows, conferences, or in-person meetings, sellers often return with a stack of business cards or documents from dozens of conversations. Manually transcribing this information delays follow-up and increases the chance of errors.

With Files (Preview), sellers can upload images of business cards or documents such as .txt, .docx, .csv, .pdf, .png, .jpg, .jpeg, or .bmp, directly into the form. The system analyses the uploaded files and suggests values for relevant fields, including names, titles, company details, email addresses, and phone numbers. Sellers simply review and confirm the suggestions, turning what once took hours into minutes.

This enables faster post-event follow-up and more complete lead and contact records.

Find and understand sales data faster with the Data Exploration agent

Finding the right records and understanding trends is essential for sellers, but navigating views and filters can be time-consuming. Powered by natural language understanding, the Data Exploration Agent (Preview) translates seller questions into structured filters, allowing users to interact with CRM data using plain language instead of complex query logic, making it easier to plan, prioritize, and understand pipeline health directly within their views.

Find the right records faster using Natural Language in Views

Filtering records in CRM can be time-consuming, especially when multiple criteria are involved. Imagine planning your day and opening My Open Leads to focus on recent campaign responses. Instead of building complex filters, you simply type: “Leads from the Summer Campaign created last month.”

Or, when preparing for a forecast call, you search: “Opportunities from Technology accounts closing next quarter.”

The system interprets the request and automatically applies the appropriate filters to the view. Sellers can review and modify the filters if needed, giving them both speed and control. This simplifies daily planning, follow-ups, and pipeline reviews.

Visualize data in Views to spot trends quickly

Understanding trends often requires more than scanning rows of data, but building dashboards or exporting reports isn’t practical for day-to-day sales work. With Visualize (Preview), sellers can turn the filtered data they’re already viewing into interactive charts with a single click—directly within the view and without breaking their flow.

Because the visualization is generated from the current view and visible columns, it automatically reflects the exact filters, segments, and scope the seller is working with. Sellers can hover to see detailed values, drill into specific segments, and switch chart types on the fly as new questions come up. This makes it easy to answer questions like “Where are most of my open opportunities concentrated?”, “Which lead sources are driving volume right now?”, or “How is my pipeline distributed across stages?”

Visualize is designed for quick, in-the-moment understanding, not deep reporting. It complements Power BI by giving sellers immediate visual insight at the point of work—without creating reports, navigating dashboards, or leaving CRM—so they can recognize patterns and act faster while staying in flow.

Enable these agentic capabilities in Power Platform Admin Center

• To enable Data Entry agent capabilities, go to Power Platform Admin Center → Settings → Product → Features.
  Under AI form fill assistance, turn On
  • Automatic suggestions
  • Smart paste and file suggestions and
  • Form fill assist toolbar. Changes apply to model-driven apps once saved.

• To enable Data Exploration agent capabilities, go to Power Platform Admin Center → Settings → Product → Features.
  • 
    Under Natural language grid and view search, set Enable this feature for to All users immediately
  • Turn On Allow AI to generate chartsto visualize the data in a view and enable AI-generated chart styling for a consistent visual experience.

Focus More on Selling, Less on Administration

With agentic AI in Dynamics 365 Sales, the platform evolves from a system of record into a system that understands, assists, and adapts—helping sellers spend more time selling and less time managing CRM.

The post From manual work to meaningful selling: How Agentic AI is transforming Dynamics 365 Sales  appeared first on Microsoft Dynamics 365 Blog.