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.
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Now in public preview, the Onboarding Agent delivers a connected experience that helps streamline onboarding activities. The solution helps new hires ramp up faster, build connections, and stay engaged from day one. It works directly within Microsoft Teams, allowing employees to stay in the flow of work. It also writes data back to Dynamics 365 Human Resources, keeping records up to date.
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The Dynamics 365 Commerce MCP server enables AI agents to connect securely with retail operations, inventory, pricing, checkout, and fulfillment through the open Model Context Protocol (MCP). Organizations can build conversational and autonomous commerce experiences without creating custom integrations.
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Service Agent is now generally available, helping customer service teams understand issues, find answers, and take action from one Copilot experience. Built on Microsoft 365 Copilot and Dynamics 365, Service Agent unifies customer, case, and knowledge context while enabling AI-powered actions that improve productivity across the service workflow.
The post Microsoft 365 and Dynamics 365 now provide a unified customer service experience appeared first on Microsoft Dynamics 365 Blog.
Autonomous Email Resolution is a generative AI-powered capability that helps service teams resolve customer emails end to end. It understands the customer’s request, identifies the intent, determines whether the required information is available, and generates a resolution-ready response using enterprise knowledge, configured instructions, connectors, and custom agents.
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