Starting in September 2026, Dynamics 365, Microsoft Power Platform, and Microsoft Dataverse roadmap content is joining the AI at Work roadmap, giving customers a single destination to discover upcoming capabilities, track rollout progress, and plan adoption across Microsoft’s business applications, productivity, and AI portfolio.

We’re making this change because of how our customers actually work. Few organizations run a single Microsoft product in isolation. Dynamics 365, Power Platform, Microsoft 365, Copilot, and custom agents built in Microsoft Copilot Studio increasingly operate together to power business processes, employee productivity, and AI transformation. Bringing this content together means you can see what is coming across all of these products in one view, filter it to your own environment, and plan across products.

Moving from release waves to always-on disclosure

Alongside this move, we’re also changing when roadmap information appears. We’re retiring the twice-yearly release wave 1 and release wave 2 model in favor of continuous publishing. We’ll publish new capabilities as soon as plans are committed and ready to share, rather than holding them until the next scheduled wave.

Once published, each roadmap item remains current as it progresses through In Development, Rolling Out, and Launched, with status and rollout information updated as plans evolve. In practice this means most capabilities will appear on the roadmap sooner than they would have under the wave calendar, and you follow them all the way through delivery rather than losing sight of them after publication.

Working with AI at Work roadmap data

We have designed the AI at Work roadmap to support planning, not just browsing. You can:

• Filter roadmap views to the products that matter most to your organization.
• Export complete or filtered roadmap views to a CSV file.
• Subscribe to updates through RSS.
• Share roadmap links directly with stakeholders.
• Search and organize roadmap content using feature IDs and advanced filters.

Download the AI at Work roadmap guide to learn how to read and use the roadmap.

For teams that would rather query the roadmap than browse it, the Release Communications MCP Server pulls roadmap information directly into your own AI tools and workflows. Organizations can use it to generate customized roadmap views and planning materials, or to integrate roadmap data into existing tooling and business processes.

What’s not changing

This transition changes how Microsoft communicates upcoming innovation. It doesn’t change how our products are built, released, or deployed.

• Products with established release schedules will continue to follow those schedules.
• Message Center remains the source for tenant-relevant change notifications.
• Microsoft Learn remains the home for product documentation and implementation guidance.

Transition milestones at a glance

How to prepare for the transition

The transition will take place over the coming months, and there are a few simple steps you can take now.

Explore the AI at Work roadmap. Spend a few minutes reviewing the AI at Work roadmap and setting filters for the products and cloud environments your organization uses.

Subscribe to updates. See the AI at Work roadmap guide to learn how to use RSS to follow filtered roadmap views and continue using Message Center for changes specific to your tenant.

Update planning references. If your teams rely on release plan links, bookmarks, or internal roadmap documentation, begin updating those references to point to the AI at Work roadmap. Transition guidance will be available throughout the migration period.

Set your own review rhythm. Release wave 1 and release wave 2 gave organizations a fixed moment twice a year to gather stakeholders and plan the period ahead. We recommend establishing a recurring review, monthly or quarterly, depending on how quickly your organization adopts new capabilities, built on a saved filter and an RSS subscription.

AI at Work roadmap transition FAQ

Q. Will there be a September 2026 release wave 2 announcement or release wave 2 release plan?

A. No. New capabilities will be disclosed on the AI at Work roadmap as they become committed, rather than grouped into a twice-yearly release wave announcement.

Q. Will all existing Dynamics 365 and Power Platform roadmap content move to the AI at Work roadmap?

A. Roadmap content with a public preview or general availability date of June 1, 2026 or later will transition to the AI at Work roadmap. Earlier content remains available in existing release plans on Microsoft Learn for historical reference.

Q. What happens to release plans on Microsoft Learn?

A. Beginning in September 2026, new release plans will no longer be published to Release Plans on Learn. Existing release plans will remain available for historical reference, and Microsoft Learn will continue to serve as Microsoft’s documentation platform.

Q. Can I still export roadmap information?

A. Yes. See the AI at Work roadmap guide to learn how to export complete or filtered roadmap views to CSV. Organizations can also use the Release Communications MCP Server to integrate roadmap data into your own AI tools and workflows.

Q. Will my saved views in My Release Plans carry over?

A. Personalized saved views will no longer be available after Release Planner retirement. Personalized saved views are not available on the AI at Work roadmap.

Q. How will I see what has changed since I last looked?

A. The roadmap highlights new and updated capabilities, and both RSS and Message Center can notify you as changes occur.

Start planning ahead

Move beyond release wave announcements with a single destination to discover, track, and plan for upcoming innovations.

Explore the AI at Work roadmap

The post One always-on roadmap: Dynamics 365, Power Platform, and Dataverse join the AI at Work roadmap appeared first on Microsoft Dynamics 365 Blog.

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 many organizations, Microsoft Dynamics NAV, Dynamics GP, and Dynamics SL have supported critical business processes for decades. These solutions have helped customers manage finance, operations, projects, inventory, and day-to-day business workflows. 

But business needs are changing. Organizations are looking for ways to improve agility, strengthen security, reduce IT complexity, connect data across systems, and take advantage of continuous innovation in the cloud. For customers running legacy on-premises enterprise resource planning (ERP) solutions, now is a good time to evaluate the path forward and determine how Dynamics 365 Business Central can support the next stage of growth. 

Business Central provides a modern cloud ERP foundation that helps organizations streamline operations, improve visibility, support AI-powered productivity, and build on a platform that continues to evolve.

Dynamics NAV 

Dynamics NAV has long been a trusted ERP solution for small and midsize businesses. The final version was released in 2017, with extended support ending in January 2028.  

The following changes will take effect on April 30, 2031: 

• Annual Service Plan (Enhancement Plan and Advantage Plan) coverage ends 

• Additional perpetual user licenses for existing Dynamics NAV deployments can no longer be purchased 

• Subscription licenses for Dynamics NAV (via Solution Provider Agreement (SPA)) are no longer renewable 

• Subscription use of Dynamics NAV through Services Provider License Agreement (SPLA) is expected to end. 

After April 30, 2031, customers will no longer be able to renew Service Plans or subscription licenses, or purchase additional perpetual users for existing Dynamics NAV on-premises deployments.

What this means for customers 

Customers running Dynamics NAV should begin evaluating their long-term ERP strategy now. Planning ahead provides greater flexibility to assess migration options, engage with your Microsoft partner, and prepare for future business requirements. 
 

Moving forward with Dynamics 365 Business Central 

For customers running Dynamics NAV, this represents a natural point to evaluate the next phase of your ERP strategy. Dynamics 365 Business Central provides a modern, cloud-based foundation to support growth, streamline operations, and enable connected, intelligent business processes. 

Business Central brings together finance, operations, and data in a single platform—delivering real-time visibility, built-in AI capabilities, and the flexibility to evolve as your business needs change. 

Discover what Microsoft Dynamics 365 Business Central can do

See how Business Central helps organizations streamline operations, improve visibility, and adapt faster with a comprehensive cloud ERP solution

Learn more

Dynamics GP and Dynamics SL 

Similar lifecycle updates were announced for Dynamics GP and Dynamics SL. In June 2025, Microsoft shared key milestones for these products— with product availability ending on April 30, 2031 for Dynamics GP and January 15, 2030 for Dynamics SL. For more details, read the explore migrations blog. Like Dynamics NAV, these systems have supported business-critical processes for years. Now, many organizations are evaluating how to modernize their ERP environments—seeking solutions that offer continuous updates, cloud scalability, and deeper integration across their technology stack. Across Dynamics NAV, Dynamics GP, and Dynamics SL environments, the common priority is clear: move from maintaining legacy systems to building on a platform designed for today’s future business needs. 

Why migrate to Business Central today? 

Organizations running legacy on-premises ERP solutions should consider migrating to Dynamics 365 Business Central as part of a broader modernization strategy. 

• Modernize core operations. Business Central is a comprehensive cloud ERP solution spanning finance, operations, inventory, sales, service, manufacturing, and projects. 

• Leverage AI and automation. Built-in AI capabilities help automate routine tasks, improve customer service, and support more informed decision-making. 

• Stay current without disruption. Continuous updates help reduce the need for large, costly upgrade cycles while improving performance, security, and functionality over time. 

• Connect across Microsoft tools. Deep integration with Microsoft 365, Teams, Outlook, Power Platform, and Azure enables connected workflows and real-time insights. 

• Reduce IT complexity. Moving to the cloud reduces the burden of managing infrastructure, backups, patches, and upgrades while improving security, scalability, and resilience. 

• Standardize on a modern ERP platform. For organizations operating across multiple legacy systems or business units, Business Central can help simplify operations and create a more connected foundation for future growth. 

How to migrate to Business Central 

Microsoft provides guidance and tools to help customers transition from on-premises ERP solutions to Business Central. The first step is to work with a Microsoft partner to assess the current environment, including customizations, integrations, data, reporting needs, security requirements, and business processes. 

From there, customers can define the right migration approach, timeline, and implementation strategy based on their current ERP environment and business goals. 

A typical migration includes: 

• Assess and plan: Evaluate current ERP version, customizations, integrations, reporting, and business requirements. 

• Prepare the environment: Identify upgrade paths and determine how customizations will be handled. 

• Move and validate data: Migrate core business data, validate accuracy, and test business processes. 

• Enable users and optimize: Configure roles, reporting, and integrations while training users. 

• Go live with confidence: Transition to the cloud environment and establish a foundation for ongoing innovation. 

Transition support 

You may be wondering how the transition to Business Central will impact your workflows, operations, and reporting. Our engineering team is prepared with comprehensive overviews of how each capability functions to help you get started. Here are some resources that show direct companions for common workflows: 

• Compare Dynamics NAV to Business Central

• Compare Dynamics SL to Business Central 

• Compare Dynamics GP to Business Central 

Migrating from Dynamics NAV, Dynamics GP, or Dynamics SL to Business Central is an opportunity to move to a modern, cloud-based ERP platform that continues to evolve through ongoing updates, new capabilities, and AI innovation. While every migration requires thoughtful planning and change management, organizations that begin evaluating their options now will have greater flexibility to plan their migration, prepare their users, and transition on their own timeline. Working with a trusted Microsoft partner can help ensure a smooth migration and establish a strong foundation for continued innovation and growth as business needs evolve. 

The post Explore migration options for Microsoft Dynamics NAV, Microsoft Dynamics GP, and Microsoft Dynamics SL customers 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.

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.

The post Customer insights, reimagined: The intelligence layer powering agentic customer experience 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. 

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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.

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