Delivering end to end agentic customer experiences across, sales, service, and marketing with Microsoft Dynamics 365 Customer Insights 

Challenge: Customer experience (CX) teams need to capitalize on the value of customer data

Customers don’t experience your org chart or see channels and systems. They experience one relationship across, sales, service, and marketing and expect every interaction to feel informed, continuous, and personal – no matter what team they’re talking to. Delivering on that expectation requires more than insight. It requires the ability to efficiently act on customer signals, across every CX function.

Organizations today have the tools to capture more customer signals than ever. But too often, those signals remain siloed, leaving value on the table and being unable to act during critical moments that impact their customers.

The result:

• Missed opportunities to engage customers with the right message at the right time.
• Incomplete context for sellers and service reps.
• Disconnected experiences that fail to reflect the full customer relationship.

This is where your customer relationship management (CRM) needs to evolve, making a necessary shift from a legacy system of record to become a system of action.

And it’s where AI agents are changing what’s possible: designed to transform signals into next best actions, orchestrating engagement, and helping teams move from reacting to customers’ needs to anticipating them.

But there’s one constraint: AI is only as effective as the data behind it.

When customer data is fragmented, outcomes are fragmented. Customer data needs to be unified and actionable, to become the foundation for truly connected, agentic customer experiences.

Dynamics 365 Customer Insights is designed to meet this challenge

Dynamics 365 Customer Insights isn’t intended to be another standalone application organizations manage independently. It is the customer intelligence layer that powers Microsoft Dynamics 365 Sales and Customer Service, unifying customer data, surfacing meaningful signals, and enabling AI agents, sellers, and service teams to take smarter actions throughout the customer lifecycle. 

At its core, Dynamics 365 Customer Insights connects two essential capabilities:

• Customer Insights Data: A unified data foundation that brings together customer data into a complete, continuously updated view.
• Customer Insights Journeys: AI-powered journey orchestration that turns insights into timely, personalized engagement across channels.

These capabilities are continuously evolving with new agentic innovations that extend how organizations engage customers across marketing, sales, and service.

Recent innovations include new AI agents and platform capabilities designed to accelerate and scale customer engagement for CX organizations:

• Journey Creation Agent (now in public preview) enables teams to launch a campaign by simply describing it in natural language. The agent can build a ready-to-run customer journey in minutes from a simple prompt reducing the need for manual setup and training; so teams spend time on strategy, not set up.

• Outreach Optimization Agent (now in public preview) helps reach customers at the right moment by automatically tailoring outreach timing and drive more successful customer engagement. The agent works in the background to tune follow-up sequences based on customer behavior while respecting consent and communication preferences so outreach feels individualized.
• The Customer Insights MCP Server (now in public preview) makes CRM agents consent-aware and introduces a new foundation for privacy-compliant AI. It lets connected agents check and honor customer consent in real-time, regardless of what app they are working, reducing the need for users to rebuild consent context in every app.

Together, these innovations are designed to help organizations streamline the transition from engagement planning to execution. 

A complete CX layer for the agentic era

Delivering connected, real-time customer experiences requires more than individual applications—it requires a natively connected CX solution where data, engagement, and action come together across marketing, sales, and service.

With Dynamics 365, Customer Insights plays a central role in that solution—connecting Customer Insights, Dynamics 365 Sales, and Dynamics 365 Customer Service into a unified system for agentic customer experience.

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Customer Insights Data provides a shared, continuously updated customer profile that ground customer interactions. AI agents across sales and service can operate with up-to-date context—leveraging accurate account details, behavioral signals, and engagement history to support better decisions and enable more relevant action.

Customer Insights Journeys extends that value by making engagement signals actionable across the platform. Sales teams can see live updates on how accounts are engaging with their company and use those insights to prioritize and qualify opportunities more effectively. For example, a sales qualification agent can use journey engagement, like a campaign interaction or progression through a nurture flow, to assess intent and focus sellers on the accounts that may show higher intent signals.

In service, the same capabilities enable more proactive and responsive support. During critical moments, such as service disruptions or high-priority cases, customers can hear from you before they even realize there’s a problem. Teams can use Journeys to trigger automated, personalized outreach through AI agents helping teams provide timely updates and support more efficient resolution processes.

Marketing teams can use the same shared profile to orchestrate journeys that adapt as engagement happens. Journey Creation Agent can build a launch-ready campaign from a natural-language prompt, while the Outreach Optimization Agent will tune timing and follow-ups for each customer—working around the clock in the background, so campaigns are more strategic and adapt to customer needs.

Built as part of the Microsoft Cloud ecosystem, customer signals can be integrated across Microsoft 365 and Microsoft Power Platform, making insights available directly within seller workflows, service operations, and marketing processes. The result is a solution where data and AI come together to enable more coordinated, real-time customer engagement at scale.

Together, Customer Insights, Sales, and Customer Service form a complete CX platform—where unified data doesn’t just inform decisions but continuously drives coordinated action across every customer interaction.

“Microsoft gave us a connected, highly secure, and efficient platform – from Microsoft Teams to Power BI to Dynamics 365. It all works together, and that’s critical for a global fintech.”

Octavian Patrascu, CEO, NAGA

Turn customer data into real-time impact

Customer expectations will only continue to rise, and the gap between organizations that can efficiently act on customer data and those that can’t is widening. The ability to connect data to action is no longer optional, it has become a key driver of growth and efficiency. A single customer relationship, understood by every team, and actioned in real time is what a connected sales, service, and marketing solution delivers. 

Together, Dynamics 365 Customer Insights, Sales, and Customer Service provide an integrated CRM solution where customer intelligence continuously improves selling, service delivery, and AI-driven engagement. Customer Insights provides the foundation, but the business value is realized through better customer interactions across the entire Dynamics 365 experience.

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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. 

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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. 

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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. 

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

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

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

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

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

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

Optimizing the new blended workforce with Workforce Engagement Management

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

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

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

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

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

Turning every customer interaction into a high-quality moment

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

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

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

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

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

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

Turning data into decisions

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

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

Choosing a holistic customer service platform leaders can rely on

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

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

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

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

Next steps

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

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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.

Supply chain disruption is no longer the exception. It is the daily reality every business operates, driven by geopolitical instability, supplier failures, regulatory changes, and freight volatility. The challenge is not identifying disruption; it is synthesizing it fast enough to act. Businesses are flooded with signals across suppliers, logistics, operations, and compliance, but those signals remain fragmented across systems and teams, forcing reactive trade-offs instead of strategic action.

The leaders in this next era will be defined not by visibility alone, but by their ability to turn disruption into coordinated, cross-functional action before the cost of delay becomes too high. That’s where agentic AI comes in. 

Agentic AI redefines the supply chain workflow 

As supply chains become more dynamic, the way work gets done and operations are run is changing, and agentic AI is at the forefront. Agentic AI enables people and systems to work together more effectively, and Gartner predicts 60% of supply chain disruptions will be resolved without human intervention by 2031 (Gartner, March 18, 2026). Agents have the ability to reason over data, take action across workflows, reduce manual effort, and support faster, more consistent execution—while keeping humans in control of decisions and outcomes.  

Frontier firms are moving beyond isolated AI use cases and focusing on how decisions and actions connect and orchestrate across end-to-end processes. This shift it happening in three practical ways: 

• More proactive risk management: With access to real-time signals, teams can identify potential disruptions earlier and take action before they impact orders, production, or customer commitments.  

• Faster, more coordinated execution and orchestration: Insights are surfaced directly within the flow of work, so planners and operators can act immediately.  

• Coordinated human and agent workflows: Agents can take on high-volume tasks across the supply chain—from monitoring conditions to initiating actions—while people stay focused on oversight, exception handling, and strategic decisions. 

The result is a more responsive operating model. Let’s see how this approach comes to life in Dynamics 365 Supply Chain Management, and how organizations are using it to improve resilience, responsiveness, and end-to-end performance. Watch this video for a preview on how agentic AI with Dynamics 365 can transform your supply chain operations to a frontier firm.

Building an agentic supply chain 

Enabling this model requires connecting data, decisions, and actions across the supply chain. Dynamics 365 and Microsoft 365 Copilot support this by enabling agents to work across data and business processes in a governed way—linking signals, decisions, and execution within the flow of work. 

Several capabilities make this possible: 

• Connecting agents to data and execution systems: The Dynamics 365 enterprise resource planning (ERP) model context protocol (MCP) Server provides agents with secure, governed access to business processes and data. Using Dynamics 365 ERP MCP Server, agents can take action across the system—such as updating orders, adjusting supply plans, or initiating transfers—based on current conditions. See how Coca-Cola Beverages Africa uses Dynamics 365 and the Dynamics 365 ERP MCP server to autonomously run planning cycles, making the lives and the work easier for their end users.

• Grounding agent actions in business context: Work IQ gives agents real-time understanding of how work happens across the organization by connecting the productivity tools where decisions are made, including Outlook, Teams, and Word, to live operational data in Dynamics 365. Agents see the full context of a disruption, including its impact on orders, inventory, and customer commitments, and act on it directly in the system of record. 

• Agents operating within business policies and constraints: Agents act within defined rules—such as service levels, customer prioritization, and cost thresholds—so decisions remain aligned to business objectives and governance requirements. Additionally, Microsoft Agent 365 gives IT teams one place to observe, govern, and secure agents in your organization.  

“Our partnership with Microsoft has been instrumental in enabling Farmlands’ digital transformation. By standardizing on Microsoft Dynamics 365 and thoughtfully applying agentic AI with humans firmly in the loop, we are creating a more efficient, resilient, and scalable operating model.” 

Andre Scheepers, Chief Digital Officer, Farmlands Cooperative 

Dynamics 365 Supply Chain Management

Learn how more customers are streamlining operations

See customer stories

Driving impact with agents from planning to delivery 

The impact of an agentic approach is best understood through how work changes across core supply chain processes.  

Forecast to plan: Continuous alignment of demand and supply 

Demand planning is no longer limited to periodic forecast updates. With Demand planning in Dynamics 365 Supply Chain Management, planners can incorporate external signals—such as changes in demand patterns, promotions, or market conditions—alongside operational data to continuously adjust forecasts and supply plans. Copilot in Demand planning, helps planners understand why the numbers are moving, not just what they are. With Copilot cursor and generative insights, every forecast becomes traceable and explainable, so planners spend less time consolidating data and more time evaluating scenarios and making decisions that keep demand and supply in lockstep.

Source to pay: From supplier signal to business action

Supplier updates often require immediate analysis—what orders are affected, what production is at risk, and what actions need to be taken. When a supplier flags a component delay, the Procurement Agent in Dynamics 365 Supply Chain Management triages the supplier communication, matches it to the affected purchase order, and summarizes the downstream impact across inventory, sales orders, and production schedules. If inventory is available elsewhere in the network, the agent highlights the option. The procurement lead reviews the recommended response and moves forward spending time on decisions and mitigation, not tracing impacts across systems. 

Plan to produce and Inventory to deliver: Adjusting production execution, order fulfillment, and warehouse operations in real time 

Changes in material availability, labor capacity, or priorities require constant updates to production schedules and warehouse activities. Agents can help apply these changes directly within operational workflows—supporting updates to schedules, work orders, and task prioritization—so teams can keep operations running without delays often caused by manual coordination. Customer commitments depend on accurate, up-to-date information across inventory, production, and logistics. Dynamics 365 Supply Chain Management connects these data points so teams can ensure that order promising reflects current conditions—reducing the risk of overpromising and enabling earlier communication when changes occur. 

“With Dynamics 365, we gain real-time visibility into our inventory across all locations, empowering faster, data-driven decision making and enhancing our overall operational agility.” 

Erdal Arslan, Financial Affairs Group Manager, LC Waikiki 

Order to cash: Enabling a smooth end-to-end customer order experience

Whether it is B2B or B2B2B, agentic commerce can connect customers to the right distribution channel, automate and accelerate the purchase experience from quote-to-order and the availability of accurate data increases speed and agility across the supply chain processes.  

Service to deliver: Optimizing asset performance and seamless field operations 

AI and agents in field service can provide timely updates on asset and work order information and coordinate field technician schedules that in turn improves overall production uptime, efficiency of delivery and customer satisfaction. 

Connect with us at the Gartner Supply Chain Symposium 

We invite you to engage with our leaders and explore these innovations firsthand during the symposium. Whether you are looking to learn more about the technology or for a strategic conversation on business outcomes, there are several ways to connect: 

• Our Featured Session: From Intelligence to Impact: Agentic AI for Faster, Smarter Supply Chains. Join Sameer Verma, Raghav Jandhyala, and Jodi Larson for a deep dive into how organizations are moving from initial AI exploration to achieving impact with agentic supply chain transformation. 

• Executive Boardroom: Join Sameer Verma, Raghav Jandhyala, and your fellow supply chain leaders for a strategic conversation and best practice sharing session where we’ll discuss how agentic-based approaches can improve supply chain speed, resilience, and business impact. CSCO Boardroom: Win the Volatility Era: Build a Faster, Agentic Supply Chain. 

Also, be sure to visit our booth during expo hours to talk to our experts and experience Dynamics 365 Supply Chain Management in person.  

The post From intelligence to impact: How agentic AI is reshaping today’s supply chain appeared first on Microsoft Dynamics 365 Blog.

Manufacturing leaders today are under constant pressure: volatile demand, fragile supply networks, inventory risk, and zero tolerance for missed customer commitments. Plants must protect margins and maintain uptime while responding to disruption with incomplete or delayed information. 

To lead in this environment, manufacturers need decision-making that surfaces risk earlier, absorb supply shocks faster, and replans quickly, so production stays aligned to demand and customer commitments. 

Microsoft Dynamics 365 is your agentic enterprise resource planning (ERP) foundation

Dynamics 365 gives manufacturers a connected foundation where signals from demand, supply, capacity, and cost can drive action. As part of the Microsoft platform, it brings together data, analytics, automation, and collaboration across the business. 

Imagine a manufacturing stack where every part of the business is connected, where data isn’t fragmented across systems but unified into a shared understanding of operations, and where insights don’t sit in dashboards but show up in context, in the flow of work. Where your teams can build AI agents and adapt processes in real time rather than reengineering them months later. Where every person operates with the full context of the business, demand, supply, capacity, and commitments, every decision drives aligned action across the company. This is what it means to close the gap between knowing and doing. 

At Hannover Messe 2026, Microsoft is showcasing how agentic ERP with Copilot, agents and Dynamics 365 supports these operational decisions amid constant change, helping manufacturers replan faster, make better production tradeoffs, and meet or exceed customer service SLAs.   

From sensing demand shifts to mitigating supplier delays, production constraints, and equipment downtime, these signals must translate into real-time fulfillment and order promise decisions. Agentic ERP can connect planning, sourcing, production, fulfillment and service commerce to execute these decisions across the manufacturing value chain. 

Agentic demand planning can sense shifts earlier  

Demand planning can help you forecast demand, applying a structured phase in/phase out with external signals to account for market dynamics. Copilot accelerates this data analysis, scenario modeling, and incorporates market intelligence. For structured planning, Demand Planning in Dynamics 365 Supply Chain Management provides an agentic collaborative demand planning solution, powered by best-in-class forecasting algorithms and models, an immersive user experience with AI, intelligent segmentation and signal analysis, and analytics.  

“Now, we can see the item-level details and the solution populates Dynamics 365 with that information for master planning. That’s a big step forward because now we essentially have a planned budget and we can easily produce the next production cycle’s budget without manually exporting the data.” 

Patrick Keller, Head of ERP, Poloplast | Read more about how Poloplast modernizes manufacturing and streamlines forecasting and planning with Dynamics 365

Agent evaluates supplier disruption impact enabling operational resilience 

A delayed component or supplier exception is not a paperwork problem. It is a production and operational risk. Today, Microsoft announced the Procurement Agent in Dynamics 365 Supply Chain Management is available in public preview. The Procurement Agent helps teams respond faster to supply disruption by decoding supplier communications and identifying which production orders, inventory positions, and customer commitments are at risk, while keeping humans in control. Beyond triaging supplier communications, the Procurement Agent performs impact analysis so teams can assess downstream effects and act before a supplier issue turns into an on time, in full (OTIF) failure.

“Across the team, Dynamics 365 will save us a total of 20 hours weekly. The big benefit in time savings is that the agent has read the email, found the order, found the lines affected, decoded what the vendor is trying to say, and recommended actions.”

Sean Barrett, Inventory and Analytics Manager, Farmlands Cooperative | Read more about Farmlands Cooperative: Sowing the seeds of innovation with autonomous agents in Dynamics 365

Agent mitigates production constraints 

For the shop floor, Copilot, connected to Dynamics 365 Supply Chain Management via Dynamics 365 MCP Server (Model Context Protocol), can provide AI-generated insights to schedules, inventory, and orders. Copilot can also surface quality-related alerts and can suggest targeted inspections to prevent recurring recalibration issues enabling supervisors to proactively mitigate resource constraints and shortages before they impact production schedules, triggering downstream inventory repositioning and order promise adjustments across fulfillment and customer commitments. 

Dynamics 365 Supply Chain Management provides near real-time visibility to the production floor; with agentic experiences, supervisors can spend less time gathering data and more time on proactive exception management. This translates to higher Overall Equipment Effectiveness (OEE), fewer unplanned stops, and better on-time delivery to customers. 

Agent protects production uptime 

Equipment uptime and asset health are critical inputs to manufacturing performance. Unplanned downtime, delayed service, or poorly coordinated technician schedules can quickly cascade into constrained capacity and missed production targets. The Scheduling Operations Agent in Dynamics 365 Field Service can help maintain equipment availability for constrained production schedules by dynamically coordinating technician assignments based on geography, skills, certification requirements, capacity, travel time, and SLA commitments.  

Today, Microsoft announced Researcher in Microsoft 365 Copilot is available in public preview within Dynamics 365 Field Service. With Microsoft 365 Copilot in Dynamics 365 Field Service, manufacturers can use Researcher to quickly view operational information across work orders, asset and service history, and parts availability. Researcher surfaces relevant context from Field Service data and Microsoft 365 signals to help teams understand situations as they arise.

“The field technicians understand that AI can be a benefit for them. It’s really about trying to improve their overall experience as well as the customer’s”

Matthew Hashenberger, Head of Service Excellence, Siemens Smart Infrastructure (U.S.) | Learn how Siemens elevates field service operations with Microsoft Dynamics 365

Agentic warehouse management can fulfill demand faster  

As finished goods hit the warehouse, intelligent inventory on-hand balancing in Dynamics 365 Supply Chain Management warehouse management updates slotting to align demand with pick zones. When inbound put-away happens, workers are directed to the best locations based on the intelligent inventory balancing, keeping the warehouse organized dynamically. On the outbound side, optimized pick routes shorten travel distance. The combined outcome is higher throughput with the same labor—faster fulfillment, lower picking cost.  

With Dynamics 365, we trust the system. It’s easy to retrieve information and know it’s correct; people can just drive the forklift over. All the considerations we have for our picking, packing, and customer details, the system is doing it for us. 

Niclas Strand, Warehouse Manager, KåKå, Orkla Food | Read more about why Orkla Food Ingredients’ Dynamics 365 transformation is a sweet upgrade

Agentic B2B Commerce aligns customer orders to production reality 

As manufacturers and industrial distributors modernize how they sell, serve, and scale, digital ordering is becoming a core capability of the ERP rather than a standalone channel. Dynamics 365 Commerce enables manufacturers to support complex buying and selling models including business-to-business (B2B), business-to-business-to-business (B2B2B), and multioutlet ordering across direct customers, distributors, and dealer networks. 

Agentic B2B commerce can help automate routine ordering, replenishment, and quote-to-order processes while remaining tightly connected to pricing, inventory, warehousing, and production planning. This can allow manufacturers and distributors to accelerate order cycles, strengthen partner collaboration, and scale indirect growth with accuracy and control. 

Partner agents to empower manufacturers and solve unmet needs 

Frontier Manufacturing Firms can extend ERP embedded‑operational decisioning using Copilot and agents built with the Dynamics 365 ERP MCP Server. Microsoft’s partners are building agents to solve high friction manufacturing workflows, including engineering change impact analysis, product recalls, and configure-price‑quote‑ processes, enabling manufacturers to execute operational decisions across sourcing, production, and fulfillment within the systems they use to run their business. 

“With the Experlogix CPQ MCP Server and Dynamics 365 ERP manufacturers can turn Copilot into a revenue agent that understands complex configurations, validates engineering rules and constraints, and generates accurate quotes instantly. This accelerates sales cycles, with many customers reducing time to quote by well over 90%.”

Louis-Philippe Perras, CTO, Experlogix 

“Cegeka’s Quality Impact Recall Agent turns disruptive recall events into a controlled, orchestrated process for manufacturers reliant on end-to-end traceability. Running inside Dynamics 365 Supply Chain Management, companies handling batch- or serial-controlled products can identify affected materials across plants and distribution channels in minutes, trigger automated communication flows, and accelerate quality-investigation cycles. This approach supports manufacturers in maintaining continuity, reducing risk, and protecting both customers and brand reputation.” 

Stijn Geeroms, VP Business Solutions, Cegeka

“The most expensive moment in manufacturing isn’t when something breaks. It’s when an engineering change gets approved without anyone understanding the impact. Manufacturers don’t need another disconnected AI tool to fix that. They need intelligence embedded where they already work. That’s why we built the Staedean ECM+ Impact Agent natively on Copilot inside Dynamics 365 – your rules, your data, your answer – without asking teams to leave the system they run their business in.”

Michiel Toppers, Chief Product Officer, Staedean

These agents extend ERP-embedded decision execution into engineering, quality, and configure-to-order workflows that directly impact production scheduling and customer commitments. 

Become a Frontier Manufacturing Firm 

The manufacturers that lead this next era will be the ones who can respond to demand shifts, supplier delays, and equipment constraints by coordinating planning, production, fulfillment, and customer commitments across the value chain in real time. 

Microsoft is committed to helping manufacturers make that transition, combining a connected Dynamics 365 foundation with Copilot and agents embedded in everyday workflows plus a partner ecosystem that brings manufacturing expertise to the front line. Join us and become Frontier.  

Join us in person at Hannover Messe 2026: 

• Return on Intelligence: The Next Frontier of Manufacturing, Dev Cupp, Yitshak Kesselman, Monday, April 20, 2026, 2:00 – 2:30, Hall 25, Center Stage
• From Insight to Action: The Rise of Agentic Supply Chains in Manufacturing, Sam Schotte, Monday, April 20, 2026, 3:30 – 3:50, Hall 17, Stand G06 

Register to watch a series of executive conversations recorded at Hannover Messe 2026: Executive Insights: Unlock the Future of Industrial Intelligence 

The post Becoming a Frontier Manufacturing Firm: Agentic decisions across the manufacturing value chain appeared first on Microsoft Dynamics 365 Blog.

As organizations continue to seek ways to differentiate through exceptional customer service, many are turning to emerging agentic AI capabilities as a catalyst for transformation. However, the promise of agentic service—better experiences, greater efficiency, and continuous improvement—can only be realized when AI is deeply embedded and seamlessly orchestrated across every workflow and channel. This requires more than just automation; it demands a unified context and intelligence layer that travels with the work.

At Microsoft, we believe the future of customer service is one where Microsoft Dynamics 365 becomes the context and intelligence platform for Copilot and AI agents, grounding every interaction in rich customer data and business processes. With Dynamics 365 providing composable skills across the tools people already use every day, we enable intelligent, proactive self-service and augment human capabilities. This empowers service reps, supervisors, and leaders to amplify their impact, delivering more consistent, personalized, and effective service at scale.

The Forrester Wave™: Customer Service Solutions, Q1 2026

Microsoft has been recognized as a Leader

Read the report

With Microsoft Dynamics 365 Customer Service, we’re already delivering on this vision, helping our customers achieve tangible business outcomes with agentic service. Dynamics 365 Customer Service combines our latest AI advances with robust core capabilities, all deeply integrated with the entire Microsoft portfolio across Microsoft 365, Dynamics 365, Microsoft Power Platform, Microsoft Azure, and the Microsoft Fabric data platform.

​Today, we’re excited to announce that Microsoft has been named a Leader in The Forrester Wave™: Customer Service Solutions, Q1 2026.

Delivering measurable outcomes with agentic service

Our customers and the industry at large recognize we’re leading the way in agentic service innovation and enterprise adoption.

In Dynamics 365 Customer Service, AI agents orchestrate context and automate workflows in simple and complex inquiries across voice and digital channels. Agents can handle routine interactions and execute actions autonomously within robust governance and compliance guardrails. Customer Intent Agent continuously discovers new intents from conversations across channels, enabling evergreen self-service.

Agents like Case Management Agent automate repetitive tasks and integrate with Copilot to surface next-best actions during human-assisted interactions, helping reps offer rapid resolutions.

Importantly, these service agents create self-learning loops, helping improve resolution accuracy and speed. This continuous improvement extends to service reps as well. Quality Evaluation Agent monitors service quality in AI-powered and human-assisted interactions to enhance agent performance and recommend coaching opportunities for reps. Meanwhile, Customer Knowledge Management Agent adapts knowledge bases, updating content and generating new articles based on fresh insights or recurring issues.

This powerful combination of agentic and human service is orchestrated through Agent Hub, which routes tasks to the most appropriate AI agent or service rep and optimizes task distribution based on real-time KPI results.

Customers like Visa are saving time by using the Customer Knowledge Management Agent to turn customer conversation data into knowledge articles.

Auto-knowledge generation reduces article creation time by 88%, from four hours down to 30 minutes per article. And by mining 7,000 cases, we’ve been able to produce 700 knowledge articles, just for one line of business and we continue to accelerate knowledge creation at scale.

Lidia Daldoss, Vice President, Service Digitization & AI Acceleration, Visa

Accelerating successful AI adoption

Despite the numerous benefits on offer, navigating the AI adoption journey can be extremely complex for many organizations. Sometimes there’s uncertainty about where to start, or a lack of clarity about how to get a measurable return on AI investments.

Microsoft simplifies AI adoption, enabling organizations to quickly realize significant efficiency and productivity gains in customer service operations. We offer structured guidance and proven methodologies to help accelerate adoption success for organizations at every level of AI maturity.

Our customers particularly value the FastTrack for Dynamics 365 program, which is built on our Success By Design framework that paves the way for effective solution design, deployment, and operation. With proactive, expert guidance, organizations can confidently implement an agentic service platform based on advanced technologies that are already delivering tangible business outcomes for enterprises worldwide.

Enhancing core customer service capabilities

While AI agents automate and orchestrate workflows, and Copilot provides contextual guidance for reps, Dynamics 365 Customer Service also offers a strong set of core capabilities.

Intelligent, omnichannel routing, for example, is a cornerstone of effective service, directing inquiries to wherever customers will find the fastest path to resolution. Similarly, Microsoft’s longstanding strengths in business intelligence, process management, and forecasting and scheduling provide an essential foundation for efficient operations.

Integration with Microsoft Teams also enables seamless collaboration across service, sales, and marketing, streamlining issue resolution and highlighting opportunities to enhance the end-to-end customer experience.

Another notable strength of Dynamics 365 Customer Service is its extensibility, both within Microsoft’s suite of business applications and productivity tools, and across our extensive partner ecosystem and third-party marketplace.

The biggest impact of Dynamics 365 is that the customer information is more centralized, which saves time and gives us a 360-degree view of the customer.

Petra Velten, Business Expert Customer Service, Lufthansa Cargo

With Dynamics 365, our team has a single pane of glass with all customer information and tasks in one place. The Rheem knowledge base within Dynamics 365 Customer Service also gives [reps] fast, easy access to specific product information during customer calls.

Jordan Bond, Senior Manager, Product Owner, Dynamics Service, Rheem

Amplify your impact with Dynamics 365 Customer Service

We’re delighted to be recognized as a Leader in The Forrester Wave™, but this is just the beginning of the agentic service era that Microsoft and our partners are shaping. We’ll continue to make significant R&D investments that help accelerate AI breakthroughs and work alongside our pioneering customers to define the future of service.

Explore how you can boost efficiency and enhance service in every channel:

• Dynamics 365 Customer Service
• Dynamics 365 Contact Center

Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here.

The post Microsoft named a Leader in The Forrester Wave™: Customer Service Solutions, Q1 2026 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

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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.

When customers place an order, they expect speed, accuracy, and reliability. Behind the scenes, inventory-to-deliver processes are what makes that promise possible, helping to ensure the right products are available at the right time to meet customer expectations while controlling costs. For operational professionals, inventory isn’t just a number on a spreadsheet, it’s the lifeline of the supply chain. It determines whether you can fulfill demand without delays, avoid costly stockouts, and keep working capital flowing. From procurement and production to fulfillment and customer satisfaction, inventory-to-deliver impacts every aspect of the supply chain.

In today’s fast-paced market, poor inventory visibility can lead to stockouts, excess holding costs, and missed revenue opportunities. Conversely, a well-orchestrated inventory strategy drives efficiency, reduces waste, and strengthens resilience against disruptions. It enables businesses to optimize working capital, improve cash flow, and deliver on promises consistently. So, how can an agent-ready enterprise resource planning (ERP) platform reinvent the inventory-to-deliver process?

Microsoft Cloud and agent platform enables inventory to deliver transformation

Microsoft Dynamics 365 can transform inventory management from a reactive task into a strategic advantage with an agent-ready foundation that spans across finance, supply chain, sales, and operations for a single source of truth that is both scalable and secure.

This same data foundation enables customers to buy, build, and customize agents to infuse across processes. For a refresher on understanding the agent landscape available today, visit Reinventing business process with AI: Agents in record to report where we explore the difference between first party, third party, and custom agents.

Automate vendor communication with a first party agent from Dynamics 365

The Supplier Communications Agent in Dynamics 365 Supply Chain Management is designed to automate routine procurement communications between purchasing teams and vendors. Traditionally, these interactions—such as following up on purchase orders or confirming changes—are manual, repetitive, and often handled via email, even in organizations using electronic data interchange (EDI). The Supplier Communications Agent can streamline these low-complexity tasks by automating vendor outreach and updates, freeing procurement professionals to focus on strategic activities. This not only seeks to improve efficiency but also reduces overall procurement costs by minimizing time spent on administrative work.

Explore partner agents to support the inventory to deliver process

Model Context Protocol (MCP) servers are configurable bridges between the business data within your line-of-business apps and the partner or custom-built agents you want to use. MCP serves as a universal intermediary, unlocking access to a unified platform and app data, modernizing how AI agents are interoperable with your apps. Let’s explore a few partner-built agents that will help you realize value across your supply chain today.

Warehouse Advisor Agent by MCA Connect

The Warehouse Advisor Agent leverages machine learning and predictive analytics to automate and improve key processes such as slotting, inventory consolidation, and cycle counting. By analyzing real-time data and historical trends, the agent delivers actionable insights that help warehouse teams make smarter, faster decisions.

This solution is ideal for warehouse managers, operations leaders, and supply chain professionals in distribution and manufacturing industries who are looking to reduce inefficiencies, improve inventory accuracy, and increase labor productivity. It integrates seamlessly with Dynamics 365’s Warehouse Management System (WMS), enabling users to deploy intelligent automation without disrupting existing workflows.

Inventory Acquisition and Re‑Balancing Agent from RSM

The Inventory Acquisition and Re‑Balancing Agent from RSM enables smarter inventory decisions by analyzing demand signals, supply availability, and stock imbalances in Dynamics 365. The agent can recommend rebalancing and acquisition actions to reduce stockouts, minimize excess inventory, and improve working capital efficiency.

Inbound Load Agent from Fellowmind

Fellowmind’s Inbound Load Agent can streamline inbound logistics by intelligently composing and optimizing loads based on demand, capacity, and operational constraints within Dynamics 365. The agent seeks to help logistics teams reduce transportation costs, improve warehouse utilization, and simplify complex inbound planning decisions.

Get started with agents for inventory-to-deliver processes

The Microsoft platform brings together secure, scalable cloud services with Dynamics 365’s unified ERP capabilities to streamline the entire inventory-to-delivery process. By leveraging real-time data and intelligent workflows, businesses gain supply chain agility to better meet customer expectations with precision. Partner-built agents, powered by MCP, amplify this value, enabling autonomous actions and predictive insights that transform operations from reactive to proactive. Together, these innovations create a resilient, future-ready foundation for delivering efficiency and growth at scale.

The post Agentic AI for inventory to deliver: From procurement to fulfillment appeared first on Microsoft Dynamics 365 Blog.