Extending agentic Microsoft Dynamics 365 Sales with MCP

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

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Expanding scheduling choice in Dynamics 365 Field Service with Solvares’ VISITOUR accelerator

Microsoft is expanding scheduling choices in Dynamics 365 Field Service with the Solvares VISITOUR accelerator. The solution adds advanced scheduling optimization, predictive route planning, and continuous intraday re-optimization for complex field service operations.

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From Answers to Action: What’s New with Copilot in Dynamics 365 Customer Service

Service Agent extends Dynamics 365 Customer Service beyond traditional assistance by enabling AI-powered actions across cases, knowledge, email, and workflow management in Microsoft 365 Copilot.

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

Customers expect a single, continuous relationship with your brand. One where every interaction feels informed and connected.

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

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.

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Listening, Learning, and Delivering: New Schedule Board Enhancements for Everyday Scheduling

Discover the latest Dynamics 365 Field Service Schedule Board enhancements designed to help schedulers work faster. Explore Move To, Reassign To, Map View, week numbers, and partial cancellation capabilities that simplify scheduling and improve operational flexibility.

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Trust before you automate: introducing Shadow Mode in Case Management Agent

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

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

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

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