New agentic platform in Dynamics 365 for Sales and Service

It gives you pre-built, role-specific agents for sales and customer service to generate deep and persisted insights.

That same underlying context carries forward in your flow of work as you use agents with Microsoft 365.

For example, as you prep for upcoming meetings.

Together with Copilot CoWork's advanced reasoning, these agents don't just surface insights, they interact directly with your CRM backend and produce presentable materials.

And for task automation, you can use autonomous agents in Microsoft 365 to work twenty four/seven on your behalf.

Let's make this real, starting with a tour of the sales and service agents in Dynamics 365 available to work alongside you.

First, for sales, the sales qualification agent can take a new lead, conduct external research on the company, combine it with what's already in your CRM, and hand you as a seller a qualified summary with recommended next steps.

In parallel, the sales opportunity agent can work on active deals, researching the account while also surfacing buying signals and risks in the process, along with deeper insights on stakeholders, competitors, and more, then recommending the next step actions to advance the deal.

Next, on the customer service side of things, the customer intent agent uses generative AI to discover the intent behind incoming conversations, in this case, an issue about travel insurance coverage.

As a service rep, it helps you to quickly understand customer needs and guide you to a resolution with automatic response suggestions.

The case management agent then automates case life cycle, like you're seeing here with the description field auto-filled, so you don't need to do it manually.

And the quality evaluation agent automatically analyzes customer interactions against your scoring framework, generating insights to improve service quality, consistency, and coverage.

These agents are grounded in business data.