Bring Dynamics 365 Customer Service to MCP-compatible AI clients: Customer Service MCP Server is now generally available

The Dynamics 365 Customer Service MCP Server is now generally available, enabling MCP-compatible AI clients to securely access customer service data, cases, knowledge, and workflows through a standardized connection model. Organizations can extend customer service capabilities across AI experiences while maintaining existing governance and security controls.

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

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.

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Microsoft Dynamics 365: An agent-ready business applications platform

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.

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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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Agentic CRM in the flow of work: How AI is transforming sales and rebuilding customer trust

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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Introducing the Onboarding Agent in Dynamics 365 Human Resources

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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Dynamics 365 Commerce introduces agentic capabilities with Model Context Protocol (MCP)

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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Microsoft 365 and Dynamics 365 now provide a unified customer service experience

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.

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Revolutionizing customer support with autonomous email resolution

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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Customer experience leadership in the age of AI: A new operating model with Dynamics 365

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.

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Reinventing source-to-pay with agentic ERP

Explore how AI agents transform source-to-pay by supporting faster insights, smarter actions, and more resilient procurement operations.

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What’s New in Dynamics 365 Field Service Mobile

Field Service Mobile just got smarter.
New updates help technicians work faster, stay connected, and handle jobs with fewer clicks.

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Optimize workforce operations across people and AI agents with Dynamics 365

Workforce engagement management in Dynamics 365 helps service organizations plan, manage, and improve performance across customer service reps and AI agents. With forecasting, scheduling, real-time adherence, AI Agent Estimator, quality evaluation, governance, and coaching capabilities built into the service platform, teams can create a more connected and responsive operating model.

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Turning Copilot into a system of action with Dynamics 365 Sales and Service plug-ins in Copilot Cowork

Copilot Cowork is where people delegate multi-step, multi-source work and review it, drawing across records, knowledge, email, and meetings, and increasingly across Sales and Customer Service together. It meets users where they already work in Microsoft 365, and it keeps a person in the loop the whole way: grounded in your records, governed by your permissions, and gated by human approval before anything is written back.

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