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.
Customer service
Elevate your customer service with Microsoft Dynamics 365 insights and tools that drive satisfaction and loyalty. Treat every interaction as an opportunity to delight and retain customers through intelligent, streamlined support solutions.
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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. -
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. -
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. -
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. -
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. -
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.
