Use this guide to understand licensing for Microsoft Copilot Studio, Copilot Studio agents, and related agent solutions across Power Platform, Microsoft 365 and Dynamics 365.

This guide does not supersede, or replace any of the Microsoft Product Terms legal documentation covering use rights.

For help determining the right technology solution for any given organization, including the license requirements for a specific product or scenario, consult with your Microsoft account team or a Microsoft Certified Partner.

For more information on Copilot Studio product and program licensing visit the Microsoft Central Licensing Hub. Customers in the United States, can contact Microsoft Sales directly at (800) 642-7676. For international queries, refer to the list of Microsoft Customer Service phone numbers.

All pricing is USD ERP and subject to change. All subscription pricing is listed per month, billed annually. Please see Pricing | Microsoft Copilot Studio for actual pricing.

Users should take care to always use the latest version of this licensing guide for the most up-to-date information. Microsoft reserves the right to review or update this document at any time without notice.

As users interact with Copilot Studio agents, or agents perform tasks on behalf of users, they consume Copilot Credits. Copilot Credits are the common currency across Copilot Studio capabilities and are available via the Mirosoft Copilot Studio pay-as-you-go meter, the Microsoft Copilot Studio license (i.e., Copilot Credit capacity pack) and the Copilot Credit Pre-Purchase Plan.

1. Microsoft Copilot Studio pay-as-you-go meter

The Copilot Studio pay-as-you-go meter enables customers to postpay based on the number of Copilot Credits consumed in a billing month. This meter allows for flexibility, scalability and seasonality with no interruptions due to overages. Set up the Copilot Studio pay-as-you-go meter.

2. Microsoft Copilot Studio license (i.e., Copilot Credit capacity pack)

Copilot Credits are also offered through the Copilot Studio Copilot Credit pack subscription license. A quantity of subscriptions should be purchased for the expected number of Copilot Credits that will be consumed by the tenant in a month. It is strongly recommended that customers who choose the subscription license also set up the Copilot Studio pay-as-you-go meter in case of any overages.

3. Copilot Credit Pre-Purchase Plan

The Copilot Credit Pre-Purchase Plan offers organizations a one-year, pay-upfront purchase option for Copilot Credits at tiered discounts. Customers purchase a pool of Copilot Credit Commit Units (CCCUs) that automatically covers the usage of Copilot Credit. Each CCCU is worth $1 and converts to 100 Copilot Credits.

There are three ways to buy Microsoft Copilot Studio.

• Microsoft Partners
  • For customers in need of a fully-managed and tailored Copilot Studio solution, connect with a partner.
• Microsoft Sales
  • For customers who want to learn more about Copilot Studio, discuss use cases or get pricing information, reach out to Microsoft Sales or call Microsoft Sales at (800) 642-7676.
• Microsoft Online
  • The Microsoft Copilot Studio credit pack subscription can be set up from Microsoft Copilot Studio - Sign up.
  • The Microsoft Copilot Studio pay-as-you-go meter can be set up from the Billing plans | Power Platform admin center.

This table outlines the three primary purchasing channels, all offering flexible subscription lengths and support models.

Learn more about how to buy from Microsoft.

Copilot Studio is a comprehensive conversational AI platform that empowers users to build, customize and deploy agents using natural language or a graphical interface. With Copilot Studio, users can easily design, test, and publish agents tailored to specific needs for internal or external scenarios across your industry, department, or role. For technical details please visit: aka.ms/copilotstudio.

When users interact with Copilot Studio agents or when agents perform tasks on behalf of users, they consume Copilot Credits. Copilot Credits are a measure of the time and effort required for an agent to retrieve information, respond to prompts, and perform tasks through actions, including executing workflows and invoking AI Tools and custom skills that extend the agent’s capabilities.

Copilot Credits are a measure of the time and effort required for an agent to retrieve information and respond to prompts and any actions/custom skills the agent uses. The number of credits decremented for each response or action is dependent on the complexity of the task completed by the agent.

The Copilot Studio pay-as-you-go meter enables organizations to post-pay based on the actual number of Copilot Credits consumed by agents in a billing month. No up-front license commitment is required, allowing organizations to scale usage and ensure business continuity for mission critical business processes with flexibility, scalability, seasonality and no interruptions due to overages.

• Pricing: $0.01/Copilot Credit
• Meter Definition: The Copilot Studio pay-as-you-go meter counts the total number of Copilot Credits consumed by agents. The usage is billed in arrears at the end of the billing month.

Copilot Studio Pay-as-you-go Meter Offer Summary

• Building and Managing agents: A Copilot Studio Author role is required for users to build and manage agents when Copilot Studio is purchased via pay-as-you-go. To grant access, navigate to Settings and update the Copilot Author setting in the Power Platform Admin Center. There, a security group can be assigned, and only members of that group will have access to Copilot Studio.
  • Role required: Copilot Studio Author role
  • Pricing: $0

Copilot Credit capacity packs are offered through the Copilot Studio subscription license. Copilot Credit capacity packs should be purchased for the anticipated number of Copilot Credits your tenant is expected to consume each month. Unused credits do not roll over to the next month.

• Pricing: $200 per pack/month
• Capacity: 1 capacity pack = 25,000 Copilot Credits
  For additional capacity, visit Azure Free Account Or Pay As You Go | Microsoft Azure to sign up for the pay-as-you-go meter ensure business continuity. Copilot Credit consumption won’t be counted against the pay-as-you-go meter until credit pack entitlements have been exhausted.

Copilot Studio License Offer Summary

• Building and Managing agents: A Copilot Studio User License ($0) is required for each user building and managing agents with Copilot Studio. We recommend acquiring the tenant license and user licenses as part of a single transaction to simplify onboarding to Copilot Studio.
  • License required: Copilot Studio User License
  • Pricing: $0
  • Recommendation: Acquire the tenant license and user licenses as a single transaction to simplify onboarding to Copilot Studio.

The Copilot Credit Pre-Purchase Plan offers organizations a one-year, pay-upfront purchase option for Copilot Credits at tiered discounts. Customers purchase a pool of Copilot Credit Commit Units (CCCUs) that automatically covers the usage of Copilot Credit. Each CCCUs is worth $1 and converts to 100 Copilot Credits.

Copilot Credit Pre-Purchase Plan Pricing Tiers

Copilot Credit Pre-Purchase Plan Value Conversion

• Each CCCU is worth $1 and converts to 100 Copilot Credits.
• The Microsoft Copilot Studio (MCS) license (Copilot Credit capacity pack) conversion is calculated by taking the total number of Copilot Credits available in the tier and dividing by 25K Copilot Credits available in a MCS license (i.e., Copilot Credit capacity pack) for 1 year period. The CCCUs can be used for a year from the plan purchase date before expiring. This provides additional flexibility compared to the MCS license (i.e., Copilot Credit capacity packs) which expires monthly.

Copilot Credit Pre-Purchase Plan Offer Summary

• Building and Managing agents: A Copilot Studio Author role is required for users to build and manage agents when Copilot Studio is licensed via the Copilot Studio Pre-Purchase Plan. To grant access, navigate to Settings and update the Copilot Author setting in the Power Platform Admin Center (PPAC). There, a security group can be assigned, and only members of that group will have access to Copilot Studio.
  • Role required: Copilot Studio Author role
  • Pricing: $0

The Microsoft 365 Copilot User Subscription License (USL) includes limited Copilot Studio use rights. For a comprehensive overview of these entitlements, please refer to the summary of Summary of Copilot Studio table in this licensing guide.

For Copilot Studio Billing Rates, please see Billing rates and management.

1 Customers will be charged according to the consumption of Copilot Credits, the common currency across Copilot Studio capabilities. Copilot Credits are the measure of time and effort required to retrieve information and respond to prompts or actions taken by an agent.

2 The Copilot Studio pay-as-you-go meter enables you to postpay based on the actual number of credits consumed in a month.

3 Copilot Credits offered via the Copilot Studio license monthly subscription (1 credit pack = 25,000 Copilot Credits) do not roll over to the next month. The CCCU pre-purchased via Copilot Credit Pre-Purchase Plan expire at the end of the annual term. See Copilot Credit Pre-Purchase Plan Pricing Tiers above for more information. 

4 Employee-facing scenarios (Business to Employee) usage of Microsoft Copilot Studio agents and the Microsoft Copilot Studio tools/features invoked by the said agents, are included in the Microsoft 365 Copilot USL when the user of the agent is licensed with Microsoft 365 Copilot and the agent is operating using the authenticated Microsoft 365 Copilot USL user’s identity. Usage is limited to fair usage limits. Microsoft reserves the right to update the limits as the product evolves, and new usage patterns emerge.

5 Agents built on Copilot Studio, for Teams, SharePoint and Microsoft 365 Copilot, are included with the Microsoft 365 Copilot user license at no additional charge.

6 Dataverse for Copilot Studio default capacities: Dataverse Database 15 GB, Dataverse File 20 GB, Dataverse Log 2 GB. Additional Database, File and Log subscription capacity can be purchased in increments of 1 GB.

7 Please see Managed Environments for licensing details.

8 Managed Environments is enabled only for features related to Copilot Studio.

Use the Copilot Studio Agent Usage Estimator to forecast your agent's Copilot Credit consumption volume.*

[*}The Copilot Studio Agent Usage Estimator is not a binding offer nor a guarantee of the final cost or availability of the product. This estimate should be regarded only as guidance and not incorporated into a contractual agreement. The actual amount of Copilot Credit consumption and associated cost may vary depending on the region, availability, workload usage, number of users, and other factors. You may contact your Microsoft representative before making any customer recommendations or purchase decisions. Microsoft reserves the right to modify or discontinue the Copilot Studio Agent Usage Estimator at any time without notice. 

When Copilot Studio agents are tested, all agent activity is visible in the activity map including agent actions such as triggers, topics, Power Platform connectors, and agent flows. The activity map shows a visual representation of the plan that was generated. An activity map is generated for every session, which begins when an agent starts a conversation or is triggered by an external event.

Customer admins can view their organization/tenant level usage details in Power Platform admin center in the Billing > License> Copilot Studio> Summary tab.  

Organizations can control and limit how agents are shared in their tenant by applying the Editor and Viewer permission assignments to individuals who need to access Copilot Studio, and then configuring the permissions for who can share with whom. The sharing limits for agents are configured as a Managed Environments control in the Power Platform admin center.

To disable agent publishing, admins can use the Power Platform admin center to turn off the ability to publish agents that use generative AI features for a tenant.

All Copilot Studio purchased capacity is enforced monthly and unused Copilot Credts do not carry over month to month. Customers exceeding purchased capacity should adjust their purchase quantity per standard Microsoft terms to remain in compliance. Comprehensive monitoring, reporting, and alerting mechanisms will be instituted to assist customers with managing Copilot Studio capacity. Technical enforcement (including service denial) will result for usage that is over the purchased capacity.

Microsoft Dataverse is a secure, scalable, and cloud-based data platform that enables users to store, manage, and model business data used in applications across the Microsoft ecosystem. It is the foundational data layer for the Microsoft Power Platform, including Copilot Studio, Power Apps, Power Automate, Power BI, and it also underlies Dynamics 365 applications.

Dataverse allows integration with Outlook and SharePoint. Visit What is Microsoft Dataverse? - Power Apps | Microsoft Learn to learn more.

Every tenant with a Copilot Studio license receives default capacity.

The first Copilot Studio, Power Apps, Power Automate, Power Pages or select Dynamics 365 subscription provides the one-time default capacity entitlement for the tenant. Additional subscriptions do not add to the tenant’s default capacity.

Please see the Power Platform Licensing Guide for Dataverse and Power Platform entitlements, the Dynamics 365 Licensing Guide for Dataverse and select Dynamics 365 license entitlements and Project for the web and Microsoft Dataverse for details related to Dataverse and Project for the web.

Apps, flows, bots or websites utilizing Dataverse will consume varying quantities of Dataverse Database capacity, Dataverse File capacity, and Dataverse Log capacity. Additional capacity is available through the Dataverse capacity add-ons.

[*] Billed annually

Please note that Dataverse capacity add-ons do not apply to Dataverse for Teams scenarios (i.e., when a Dataverse for Teams environment reaches its limit, customers need to step up to full Power Apps, Power Automate, Power Pages or Copilot Studio licenses for additional capacity).

With a pay-as-you-go enabled environment, Dataverse capacity meters can be used to pay-as-you-go for Dataverse usage as alternatives to the existing subscription capacity add-ons for overages. Dataverse pay-as-you-go capacity is billed based on the amount of capacity used in the environment, beyond the 1 GB Dataverse Database capacity and 1 GB Dataverse File capacity entitlements per environment. No capacity is allocated for Dataverse Logs. (Fractional usage is calculated to 2 decimal places in local currencies.)

Meter definition: Amount of capacity used in the environment beyond any entitled amounts (1 GB database capacity and 1 GB of file capacity per environment).

Managed Environments is included with the following Power Platform standalone licenses and pay-as-you-go meters.

• Power Apps and Power Automate standalone[10] User Subscription Licenses (USLs)
• Power Pages user subscription capacity packs
• Copilot Studio standalone license
• Power Apps per app pay-as-you-go meter and Copilot Studio pay-as-you-go meter[11]
• Copilot Studio for Microsoft 365 Copilot license (only for features related to Copilot Studio)
• Dynamics 365 Premium, Enterprise, and Team Members standalone licenses and Dynamics 365 Customer Insights tenant license.

Once enabled, all active usage in the environment will require one of these standalone licenses or pay-as-you-go meters. Please review Power Platform Managed Environments for details.

[10] Standalone licenses refers to full Power Apps, Power Automate and Copilot Studio licenses and does not include the limited Power Apps and Power Automate use rights the come with select Dynamics 365 and M365 licenses.

[11] The Power Apps per app pay-as-you-go meter satisfies the prerequisite that all active Power Apps usage in the environment requires standalone licenses or meters. However, this meter covers Power Apps usage only; any Power Automate flow usage must be covered by standalone Power Automate licenses.

Copilot Studio follows a number of security and governance controls and processes, including geographic data residency, data loss prevention (DLP), multiple standards certifications, regulatory compliance, environment routing, and regional customization. See the Geographic data residency in Copilot Studio document for information and details on how data is handled in Copilot Studio.

The Copilot Studio service is governed by commercial license agreements, including the Microsoft Product Terms and the Data Protection Addendum. For the location of data processing, refer to the geographical availability documentation.

The Microsoft Trust Center is the primary resource for Power Platform compliance information.

Learn more at Copilot Studio compliance offerings.

Copilot Studio has an extensive set of Data Loss Prevention features to help you manage the security of your data, along with Power Platform policies.

Additionally, to further govern and secure Copilot Studio using generative AI features in your organization, you can:

• Disable agent publishing:
  • Your admin can use the Power Platform admin center to turn off the ability to publish agents that use generative AI features for your tenant. PPAC > Settings > Tenant Settings > Publish bots with AI features.
• Disable data movement across geographic locations for Copilot Studio generative AI features outside the United States.
• Use the Microsoft 365 admin center to govern the conversational and AI actions and agents that show in Microsoft 365 Copilot.

Copilot Studio supports securely accessing customer data using Customer Lockbox.

Copilot Studio Trial

Visit Microsoft Copilot Studio - Sign up to sign-up for a free trial of Microsoft Copilot Studio.

Copilot Studio Pricing Page

Visit Customize Copilot and Create Agents | Microsoft Copilot Studio for Copilot Studio pricing information.

Copilot Studio Service Support

The benefits included in the Subscription Support Plan are applicable for customers who license Copilot Studio solutions via MOSP, EA, MPSA, EAS, and EES.  Learn more about Copilot Studio support options:

• Professional Direct Support for Dynamics 365 and Power Platform
• Unified Support (for enterprise solutions)

[^]Billed annually

Customer must acquire enough Professional Direct Support licenses to cover each Power Platform and Dynamics 365 license on its agreement, up to a maximum of 250 licenses.

Hardware or software that a Customer uses to:

• pool connections or reduce the number of Operating System Environments (see OSE defition in Microsoft Product Terms Glossary), devices, or users a Product directly manages,
• reduce the number of devices or users that directly or indirectly access or use a Product,
• or access data a Product itself processes or generates.

Multiplexing does not reduce the number of Licenses of any type that Customer needs.

For additional information about multiplexing refer to the Microsoft Multiplexing Overview.

External users must be appropriately licensed to access Power Platform services and data. External Users means users that are not (a) employees of Customer or its Affiliates, (b) contractors or agents that typically work for Customer or its Affiliates for more than 30 hours on average per week, or (c) contractors or agents that typically work onsite for Customer or its Affiliates on each working day.

Applicable licensing includes:

• An appropriate Power Platform User SL
• Power Pages Authenticated or Anonymous users/website capacity licenses
• Accessing via Power Automate per flow or Power Automate Process licenses
• Limited capabilities included with Dynamics 365, Microsoft/Office 365, or Windows licenses. (See summary of Power Apps, Power Automate and Power Pages tables in the Power Platform Licensing Guide for details.)

Visit Share a canvas app with guest users - Power Apps | Microsoft Learn for more information on external guest user access.

Access to AI Tools capabilities within Copilot Studio requires Copilot Studio capacity, which is licensed through Copilot Credits. Each capability maps to a specific Copilot Studio or AI Tools feature, with defined credit consumption rates. Visit Licensing and Copilot Credits | Microsoft Learn to learn more about Copilot Studio AI Tools and Copilot Credit consumption rates.

Note: Content processing tools are only available in agent flows. These AI capabilities include the following.

• Custom document processing model
• Invoice processing
• Receipt processing
• Identity document reader
• Business card reader
• Object detection

Code Interpreter in Copilot Studio enables users to build advanced agents that execute Python code for analytics and data visualization. Agents can now run Python code from natural language prompts using advanced LLM models, offload data processing, and automate business processes that require advanced data analysis. Code Interpreter can be used in prompt tools as well as at an agent level.

Code Interpreter is classified under Text & Generative AI Tools. It is not part of the base Copilot Studio entitlement and is billed at the Text & Generative AI Tools Premium rate. Visit How to use Azure OpenAI Assistants Code Interpreter - Azure OpenAI | Microsoft Learn to learn more.

*See disclaimer

Copilot Studio empowers organizations to extend the capabilities of their agents through a rich set of AI tools designed to automate tasks, enhance reasoning, and integrate with external systems. These tools enable agents to perform complex operations from generating responses using advanced language models to extracting structured data from documents and executing multi-step flows. As outlined in the Copilot Studio Billing Rates table, extensibility includes support for text and generative AI tools (basic, standard, and premium), content processing tools, agent flow actions, orchestration modes, computer use, tenant graph grounding, and agent actions. Each capability is billed according to its usage tier, allowing organizations to scale intelligently.

This capability allows agents built in Copilot Studio, Azure Agent Service and M365 Agents SDK to exchange data and work together, distributing work across multiple steps to deliver more comprehensive experiences.  Visit Semantic Kernel Agent Orchestration | Microsoft Learn for more information.

Visit Models available in Azure AI Foundry Models - Azure AI Foundry | Microsoft Learn to access the catalog of 1900+ models from Azure AI Foundry Models within Copilot Studio to use in prompts and for answers/summarization, giving makers the ability to use their preferred model for scenario specific tasks or agents. Visit New and planned features for Microsoft Copilot Studio, 2025 release wave 1 | Microsoft Learn for more details.

Application Program Interface (API): Any form of application programming interface that provides access to a Microsoft service and any associated tools, including sample code that enables interactions with Microsoft's services, and documentation that Microsoft makes available under these TOU, and includes all elements, components, and executables of such API.

Connectors: In Power Platform, connectors mean the 1200+ prebuild data connectors to use within Power Platform solutions. These can be used within plugins when being used with M365 Copilot.

• Standard Connector: Data sources within the Microsoft 365 ecosystem. Examples: Excel, Outlook, SharePoint, LinkedIn. Goto aka.ms/apimrocks for list of standard connectors.
• Premium Connector: Business systems beyond Microsoft 365. Examples: DocuSign, Zendesk, Jira Software.
• Custom Connector: To support more tailored scenarios, users can build custom connectors with their own triggers and actions. These connectors are function-based; data is returned based on calling specific functions in the underlying service. Example: Services that are not available as prebuilt connectors.
• On-premises Connector: Accesses on-premises data using a gateway. Example: Microsoft SQL Server.

Copilot: Copilot is an intelligent assistant that uses generative AI and LLMs to assist humans with complex cognitive tasks.

Dataverse: Dataverse lets you store and manage data that is used by business applications.

Desktop flow: A feature in Power Automate targeting the RPA market by enabling legacy apps to be automated via GUI vs API.

• Processes executed via desktop flows can be contained within a broader API-based automation scenario or exist standalone.

Flow (definition of flow within app context): For both triggers and actions, flows included within an embedding application can connect:

• To any data source within the use rights of the embedding application
• Directly with the embedding application (via built in trigger/action)

Generative AI: Generative AI broadly describes AI models that can produce human-like content in the form of text, images, code and other types of media or data in response to a user-entered prompt.

Generative AI applications are built on top of large language models (LLMs) and foundation models.

• Large language models (LLM) is a type of AI model that is trained on massive datasets. LLMs are a subset of generative AI. LLMs can be used for understanding natural language and generating content like text (ex: GPT-4o).
• Foundation models are large ML models pre-trained with the intention that they are to be fine-tuned for more specific language understanding and generation tasks. These models are utilized to discern patterns within the input data.

After these models have completed their learning processes, together they generate statistically probable outputs when prompted and they can be employed to accomplish various tasks, including:

• Image generation based on existing ones or utilizing the style of one image to modify or create a new one.
• Speech tasks such as transcription, translation, question/answer generation, and interpretation of the intent or meaning of text.

GPTs: Generative Pretrained Transformers (GPTs) are custom versions of GPT models that can be tailored to specific areas, tasks or personas using specific instructions, knowledge and any combination of skills.

LLM: Large language models (LLM) is a type of AI model that is trained on massive datasets. LLMs are a subset of generative AI. LLMs can be used for understanding natural language and generating content like text (ex: GPT-4o).

RAG Retrieval: Retrieval-Augmented Generation (RAG) is a process that enables AI models to retrieve relevant information from a knowledge source and incorporate it into generated text.

Robotic Process Automation (RPA): A market for process automation that encompasses the use of an application's graphical user interface (GUI), where a user records a series of steps/actions/tasks for the automation technology to then perform as a process by repeating directly in the GUI.

RPA robot or "bot": A GUI-based process running on a desktop or virtualized environment.

• Attended bot: Triggered by an explicit user action on their workstation, i.e., a local or remote desktop
  • Must operate concurrently with the user on the same workstation
  • Can run more than one discrete process, but each process must be serialized to run sequentially
• Unattended bot: Runs autonomously without requiring user actuation
  • Can be deployed on a local or remote desktop, or other virtualized environment
  • Can run more than one discrete process; each process must be serialized to run sequentially
  • Concurrent instances of a singular process require an additional unattended bot for each instance

Tables: A set of records used to store data. Tables let users model business data for use within an organization’s business applications. Examples of tables: Account, Contact, Lead, Opportunity.

• Standard tables: Dataverse provides business tables, out of the box, which represent most commonly used tables across business applications. Examples: Account, Appointment, Contact, Email, etc.
• Custom tables: Tables that are created by the customer/partner for a specific business need. For example, type of machine is not a standard table, so it can be created as a custom table.
• Restricted tables: Tables that requires a Dynamics 365 license for full access. Examples: Case, SAL, Knowledge Articles. Visit Restricted tables requiring Dynamics 365 licenses - Power Apps | Microsoft Learn for a list of restricted tables.
• Complex tables: These are tables that use complex server-side business logic. Any table (whether standard or custom) becomes complex once the customer/partner associates the table with the custom business logic. Example: any table that uses a real-time workflow or code plug-in.

Tools: Tools are the building blocks that enable your agent to interact with external systems. You can extend the capabilities of your custom agent by adding one or more tools. Tools can be used by your agent to respond to users automatically, using generative orchestration. You can also call tools explicitly from within a topic using Classic Orchestration. See Add tools to custom agents - Microsoft Copilot Studio | Microsoft Learn to learn more.

• Prebuilt connectors: Choose from a selection of preset connections to thousands of popular APIs from both Microsoft and third-party services. (Standard and Premium)
• Custom connectors: Define a connection to a custom service or system to enable custom tool options using Power Platform Connectors.
• Agent flows: Define an agent flow, including one or more actions to be carried out by the flow.
• Prompts: Single turn model-based prompt that can reference knowledge you provide.
• REST API connections: Representational State Transfer Application Programming Interface (REST-API) is a way for different software systems to communicate over the internet using standard HTTP methods like GET, POST, PUT, and DELETE.

As part of Microsoft’s ongoing investment in generative AI, this guide highlights the availability of agents built with Copilot Studio, now offered in Paid Public Preview.

These agents are designed to accelerate time to value and are configured to scale operational efficiency and elevate customer experiences across roles and functions. Collectively these agents learn to address emerging issues, uncover new knowledge, and automate manual processes to boost business efficiency and reduce costs. Visit the Dynamics 365 Blog to learn more.

To use Microsoft-built agents in Dynamics 365, users must first be licensed for one of the following respective Dynamics 365 applications.

• Dynamics 365 Customer Service
• Dynamics 365 Contact Center
• Dynamics 365 Field Service
• Dynamics 365 Sales
• Dynamics 365 Business Central
• Dynamics 365 Enterprise Resource Planning (ERP)

Dynamics 365 Customer Service and Contact Center

• Case Management Agent - The Case Management Agent streamlines the case management process of creating cases, updating details and following up with customers to ensure timely closures, reduce handling time and minimize errors.
• Customer Intent Agent – The Customer Intent Agent uses generative AI to autonomously discover intents in your contact center instance. It analyzes past interactions between customer service representatives (service representatives or representatives) and customers to create an intent library that enhances dynamic conversations. Learn more.
• Customer Knowledge Management Agent – The Customer Knowledge Management Agent autonomously transforms turn cases and case-related conversations, emails, and notes into knowledge articles that support contact center operations.

Dynamics 365 Field Service

• Scheduling Operations Agent - The Scheduling Operations Agent for Dynamics 365 Field Service equips dispatchers with an agent to optimize technician schedules as conditions change throughout the day.

Dynamics 365 Sales

• Sales Qualification Agent - The Sales Qualification Agent in Dynamics 365 Sales is an AI assistant that automates the manual aspects of lead qualification.
• Sales Research Agent - The Sales Research Agent enables the use of natural language to start a dialog with data or pick from AI-suggested topics. This dialog helps facilitates a deeper understanding of sales performance across a team, territory, and product portfolio.

Dynamics 365 Business Central

• Sales Order Agent - The Sales Order Agent uses AI to analyze customer requests received via email, locate the customer in Business Central, and engage in multi-turn email conversations to clarify requests if important details are missing or more choices are available. It also checks and informs the customer about the availability of the items they're looking for and follows up with a sales quote.

Dynamics 365 Enterprise Resource Planning (ERP)

• Account Reconciliation Agent - With the Account Reconciliation Agent, users can deliver timely, compliant financial statements with fewer manual fixes. The agent accelerates the period-end close by matching ledger entries, flagging discrepancies, and recommending resolution steps.
• Supplier Communication Agent - The Supplier Communications Agent takes charge of supplier interactions, acting instantly on supplier emails, chasing missing order confirmations and delayed shipments. By closing the loop on every critical supplier touchpoint, the agent slashes rush charges, prevents costly disruptions, and protects margins.
• Time and Expense Agent
• Time– This feature helps to ensure timely, accurate capture of project hours by prompting employees to log time with smart reminders and context. It enhances billing accuracy, payroll, and visibility into project performance.
• Expenses- This feature simplifies and automates the process of managing employee or worker expenses in an organization. It reduces manual effort by processing receipts, creating expense lines, and generating expense reports with minimal user intervention.
• Approvals- The approvals feature of the Time and Expense Agent uses the text of policy documents to determine how submitted time, expense, and material records should be classified. It  streamlines the approval process for time, expense and material transactions.
• Financial Reconciliation Agent – The Financial Reconciliation Agent simplifies the process of reconciling two data sets in Excel workbooks.

[^^] Disclaimer

These previews are subject to the terms applicable to Previews as detailed in the relevant sections of the Microsoft Product Terms, the Supplemental Terms of Use for Microsoft Power Platform and Dynamics 365 Preview for Online Services, and the Microsoft Products and Services Data Protection Addendum. 

[^^]Microsoft reserves the right to change the pricing, business models, or services (including but not limited to branding, features, functionality, and availability) at any time in its discretion prior to GA without prior notice.