Workforce management meets AI: WEM MCP tools for Dynamics 365 Service Agent
Workforce Engagement Management (WEM) MCP tools for Dynamics 365 Service Agent bring workforce actions into Copilot, Microsoft Teams, and Outlook.
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Governance in the Quality Management agent is now generally available
Governance in Dynamics 365 Customer Service helps organizations evaluate outbound emails and attachments against business-defined policies before delivery, reducing risk and ensuring compliant customer communications. -
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. -
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. -
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. -
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. -
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. -
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). -
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. -
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. -
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. -
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.
