Dynamics 365 Sales Updates & Release Notes

Bringing CRM into the flow of work

The traditional boundaries of business applications are disappearing. For decades, people went to their customer relationship management (CRM) to find customer context, take action, and move work forward. AI is inverting that model.

This shift creates two complementary opportunities: greater individual productivity and organization-wide process transformation. Customer context, expertise, and actions can now come directly into Copilot and Microsoft Teams, helping sales and service reps get work done where they already work. At the same time, autonomous agents can move defined processes across teams and systems, bringing people in when judgment, approval, or specialized input is needed.

Today, we’re announcing agentic innovations that advance both—helping sales and service teams work more effectively and enabling organizations to reimagine the processes that shape customer experiences.

Sales and service reps need customer context and the ability to act in the moment—whether preparing for a customer conversation, advancing a deal, or resolving an issue. With new Copilot skills and Dynamics 365 CRM in Teams, we’re delivering on the promise of agentic, headless CRM: keeping CRM as the trusted foundation for customer data and business processes while bringing expertise, insights, and actions into the places people already work.

Building on the new Copilot experience introduced on September 25, we’re extending Cowork, Autopilot, and Code with 30 new pre-built skills across Dynamics 365 Sales, Dynamics 365 Customer Service, and Dynamics 365 Customer Insights.

Now sellers can surface at-risk deals, develop account engagement plans, and propose CRM record updates for review. Service reps can understand a customer’s case history, research an answer to a customer question, and draft a response—all within the Copilot experience. And marketers can use customer insights to tailor outreach, draft and review on-brand emails, and launch customer journeys with consent and readiness checks built in.

These skills are generally available in Cowork, with Autopilot in private preview and Code available through the Frontier Program. Custom agents can also use these skills to support enterprise-built workflows. Powered by Dynamics 365 model context protocol (MCP) servers and Microsoft’s trusted data foundation, they bring customer context and actions directly into the AI experiences where work happens.

With the new Dynamics 365 CRM in the flow of Teams experience, organizations can bring customer context spanning both sales and service directly into Teams conversations. Once a Teams channel is connected to a customer account, agents can deliver real-time updates such as pre-meeting briefs, case notifications, and account developments before engaging with a customer.

Whether resolving a service issue, collaborating on a customer account, or sharing updates across teams, employees can work from a shared view of the customer. The result is that CRM becomes a natural part of the workflow rather than a separate destination.

Dynamics 365 CRM in the flow of Teams experience is now available in public preview.

Also, Work IQ in Teams combines business intelligence from Dynamics 365 with workplace intelligence from Microsoft 365 in the collaboration hub where organizations around the world meet, connect, and make decisions. The result is simple: when employees are working in Teams, the customer context, insights, and actions they need from CRM can show up there too.

“At BNY, our commercial teams live in Microsoft Teams. Integrating Microsoft Copilot, Dynamics 365, and our internal Eliza AI platform into Teams gives us a unified view of customer relationships across sales and service, directly where collaboration happens. By surfacing account insights, service updates, and important client developments in real-time, our teams can stay aligned, make informed decisions, and take action without switching applications. This connected experience helps our organization work from shared customer context, improve productivity, and stay focused on delivering greater value to clients.”
Christian Lewis, Managing Director, Commercial Hub Co-Lead, BNY

Reimagining business processes with agents

Beyond improving individual productivity, autonomous agents can transform how work gets done across an organization by carrying defined business processes forward across teams and systems, bringing people in when judgment, approval, or expertise is needed. Service Agent and Sales Development Agent demonstrate this shift, taking on work autonomously while organizations manage and govern them through Agent 365.

Today, we’re excited to announce that Service Agent has new autonomous capabilities that extend customer service beyond the traditional support team. As customer care becomes a shared responsibility across the organization, Service Agent in Microsoft 365 now equips customer success managers, account teams, subject matter experts, and other employees with the context, knowledge, and actions they need to help customers directly in Outlook, Teams, Word, Excel, and PowerPoint.

For example, a customer emails an account manager about an unresolved billing issue. Service Agent understands the request, retrieves the relevant organizational knowledge, and drafts a response for review and approval. If the issue requires formal tracking, then it automatically creates a case in your CRM, including Dynamics 365, and shares the case link. Outside business hours, it resolves what it can and escalates to a specialist when needed, while managers retain visibility into actions and outcomes.

We are extending the early experience of Service Agent in Microsoft 365 to a select group of Frontier customers in private preview.

“At Grupo Águia Branca, Service Agent in Microsoft 365 is helping us reduce collaboration friction by creating shared context across teams, handling follow-ups, and routing questions to the right experts. We’re already receiving requests to extend it to other customer-facing teams, reinforcing its broad applicability across the organization.”
Thiago do Couto, Head of Data and Artificial Intelligence, Grupo Águia Branca

Following our announcement in 2025, Sales Development Agent brings autonomous AI to one of the most important challenges in sales: driving revenue by building and qualifying pipeline at scale.

Acting as a teammate, Sales Development Agent can help scale your team by researching prospects, personalizing outreach, managing follow-up conversations, and advancing qualified opportunities before handing them to sellers at the right moment. Sales Development Agent is managed in Teams, sends emails with its own Exchange account, and connects to leading CRM platforms. This flexibility helps teams to quickly scale pipeline generation and qualification and can expand their selling capacity without increasing headcount.

For a seller, that means starting the day with qualified opportunities already prioritized and the research and engagement history needed to take the next best action. Sales Development Agent continues nurturing earlier-stage prospects in the background, then hands them off when buying signals indicate they are ready for a human conversation. The result is less time spent on manual prospecting and follow-up, more selling capacity, and a stronger pipeline for sellers to convert.

Sales Development Agent is available in public preview and will start consuming Copilot credits on November 16, 2026.

“In just three weeks from a limited-scale launch, Sales Development Agent has already unlocked new opportunities, driving meetings with 10+ customers we wouldn’t have otherwise reached. We’re excited to broaden its application across products and customer segments as we continue to scale its potential.”
Prabhath Yeluri, Senior Manager, Sales Strategy, Adobe

Accelerate the move from legacy CRM to agentic CRM

Since entering public preview last month, Dynamics 365 Activate (public preview) has generated strong interest from customers and partners. At its core, Dynamics 365 Activate tackles one of the biggest barriers to moving from legacy systems to agentic business applications: the time and complexity of migration. Using AI, it conducts customer-authorized analysis of their current CRM environment and recommends a clearer, lower-risk path to Dynamics 365, helping organizations plan faster and modernize their workflows with confidence.

“Dynamics 365 Activate’s discovery capabilities helped accelerate our migration assessment by providing greater visibility into our Salesforce landscape and key migration considerations. The insights enabled our teams to make more informed planning decisions and establish a stronger foundation for the Dynamics 365 transformation journey.”
Sathish Arumugam, Manager, Software Development and Engineering, Comcast

Let’s get started

With Dynamics 365, organizations can bring trusted customer context and action into the experiences where people and agents already work, extend proven sales and service expertise through autonomous agents and reusable skills, and accelerate the move to an agentic CRM foundation. Explore the following resources to get started:

• Explore Dynamics 365: Dynamics 365 Sales and Dynamics 365 Customer Service.
• Get started with Dynamics 365 Activate: Join the public preview of Dynamics 365 Activate or explore the documentation.
• Learn more: Sales Development Agent, Channel Agent for Microsoft Teams, and how to use it in Dynamics 365 CRM.
• Get early access to the latest Frontier AI releases: Enroll in the Frontier program to explore the newest AI innovations.

Original source

Extend your Dynamics 365 investment with ready-to-use CRM skills available in the new Microsoft Copilot experience.

Customer work spans applications, but the intelligence that powers it should move with the business—not remain locked inside customer relationship management (CRM).

Today, we’re advancing that vision with 30 new pre-built CRM skills for Copilot Cowork, now generally available. Autopilot is in private preview, and Code is available through the Frontier program. Across supported experiences, the skills work with more than 180 generally available tools across Dynamics 365 Sales, Dynamics 365 Customer Service, and Dynamics 365 Customer Insights to bring customer context and actions into AI experiences.

Together, these capabilities help AI carry out CRM workflows so teams can deliver better customer experiences faster. Organizations can also extend the skills into custom agents and AI harnesses that support the workflows their teams already use.

This extends Dynamics 365 beyond CRM applications by bringing sales, service, and marketing expertise into Cowork, Code, and Autopilot. Cowork helps teams address immediate customer needs and prepare complete deliverables; Code supports reusable solutions; and Autopilot delegates recurring work. Dynamics 365 remains the system of action for customer data and business processes, while teams gain ready-to-use expertise where they work.

Bring CRM context and expertise into everyday work

Instead of returning to CRM for every task, sellers, service representatives, and marketers can use Dynamics 365 context within supported AI experiences.

Sellers can use skills to build competitive strategies, investigate deal risks, prepare for reviews with leadership or customers, and turn meeting outcomes into proposed CRM records and next actions. Service representatives can review account-specific case history, turn correspondence into structured case proposals, research relevant answers, and prepare customer responses. Marketers can prepare consent-aware outreach or create brand-compliant content directly in the flow of work.

For IT organizations, the opportunity is to make existing CRM capabilities available where teams work, reducing the need to build each sales, service, and marketing workflows from scratch.

Extend Dynamics 365 intelligence across AI experiences

Dynamics 365 Sales, Customer Service, and Customer Insights remain the systems of action for customer data and AI-enriched business processes. Model context protocol (MCP) server tools and skills make that context and those capabilities available in supported AI experiences, while Dynamics 365 remains the system of action. This is a core principle of Agentic CRM from Dynamics 365: bring CRM intelligence into the flow of work while preserving the underlying data, processes, and controls.

Here’s how they work together:

• Dynamics 365 Sales, Customer Service, and Customer Insights provide the customer data and business logic that ground agentic workflows.
• MCP tools make that context and business actions available to AI experiences.
• Skills provide reusable, task-specific guidance for using those tools to complete sales, service and marketing tasks.

Together, these layers create a reusable approach for extending Dynamics 365 capabilities into supported AI experiences and custom agents, rather than rebuilding them for each new interface.

Turn CRM tools into job-specific expertise

MCP tools give AI applications a standardized way to access CRM context and approved business actions. They package existing business logic into reusable building blocks that AI experiences can combine to support sales, service, and marketing workflows.

Skills add task-specific guidance to MCP tools: which evidence to consider, how to handle uncertainty, and what a useful output should contain. Retrieving an opportunity record, for example, is a tool action; assessing why a deal has stalled requires a skill that interprets the available context and structures a supported recommendation.

This distinction matters when organizations bring CRM-specific capabilities into their AI experiences or extend the capabilities into custom agents. Organizations can reuse the sales and service foundation rather than designing every procedure from scratch.

Combine skills to support complete customer workflows

Skills can support related steps in a business process, each contributing to a distinct analysis, recommendation, or proposed action. Teams can combine skills into complete workflows.

Help sellers analyze and respond to at-risk deals with Sales skills:

• Pipeline prioritizer flags opportunities that warrant attention.
• Deal rescue helps sellers investigate a stalled or at-risk opportunity.
• Customer engagement strategy recommends a 30-day account plan.

Resolve customer issues more efficiently with service skills:

• Case triage surfaces urgent issues.
• Answer research finds solutions from verified knowledge and similar cases.
• Draft customer reply prepares a response grounded in customer data.
• Customer brief and value metrics brings unified customer context and KPIs into either motion.

Skills provide focused sales, service, and marketing expertise; Cowork, Code, and Autopilot determine how teams put that expertise to work. With Dynamics 365 Customer Experience MCP tools and skills available across these experiences, teams can address an immediate CRM need, build a reusable solution, or delegate recurring work.

• Cowork: move customer work toward a decision. For a competitive deal, a seller can combine competitive strategy to address customer requirements and objections, business case composer to develop the investment case, and deal desk to prepare product and pricing configurations. In service, answer research and draft customer reply can help investigate applicable guidance and prepare a grounded response for review.
• Code: build reusable solutions around customer decisions. Teams can use skills to shape interactive applications around the questions and evidence that matter to the business. For example, the Sales Research Agent skill can guide pipeline and forecast analysis, while case triage and case preparation brief can inform a service workspace showing which cases need attention and why.
• Autopilot: explore recurring workflows in private preview. Sellers, service representatives, and marketers can use Dynamics 365 skills in Autopilot to support tasks such as reviewing deal changes, assessing documented case interactions, and identifying reusable guidance from verified resolutions. Recurring automation and background notifications remain subject to private-preview limitations for Autopilot.

Keep people in control of business actions

People remain in control of business actions. These examples do not imply automatic handoffs between experiences, identical functionality in every experience, or permission to send communications or change CRM records without applicable authorization. Across all experiences, teams should be able to distinguish clearly between what AI recommends, what a user approves, and what it actually changes.

The skill definitions distinguish between analysis, recommendations, proposed changes, and completed actions. For example, reconcile my opportunity can identify differences between customer interactions and the opportunity record and propose field-level updates. Draft customer reply prepares a response for review. Stage advance readiness assesses evidence against the organization’s criteria; a readiness assessment is not itself a stage change.

For IT teams, these distinctions create a practical validation test: users should understand the proposed action; execution should follow applicable authorization and review requirements; and the reported result should reflect what actually happened. A proposed update should not appear as a saved change, and a draft should not appear as a sent message. For solutions built in Code and recurring work delegated to Autopilot, IT teams should also confirm which actions are authorized, when review is required, and how unsuccessful or unconfirmed actions are reported.

Get started with skills using your existing access and controls

Organizations can enable Sales, Customer Service, or Customer Insights skills from the customization area of the desired Copilot experience, connect the appropriate accounts, and select a Dynamics 365 environment when prompted. These ready-to-use skills and CRM tools support common sales and service tasks without requiring teams to build every workflow from scratch.

The plugins respect applicable Dynamics 365 and Microsoft 365 permissions. Availability and use remain subject to administrator configuration, user or tenant consent, licensing, and organizational policies. Users can turn plugins off in Customize, and each plugin’s shared package makes its capabilities available across supported Copilot experiences.

Explore the broader agentic CRM vision

Read Jeff Teper’s new blog “Bringing CRM into the flow of work and agents into business processes,” for the full view of how Dynamics 365 brings customer context, expertise, and actions into Copilot and Microsoft Teams—and how autonomous agents move sales and service processes forward.

Original source

Work IQ now grounds Microsoft Copilot and agents in your core business data from Microsoft Dynamics 365 and Microsoft Power Platform.

Work IQ reasons across the productivity and business data that matters to your business. It’s available in preview starting September 30, 2026, with rollout continuing throughout October 2026.

By connecting and modeling your business once, you create a shared foundation for Copilot and agents: what your data means, how records relate, and which business rules guide the next step. You can then reuse that understanding and governed actions across Copilot and agent experiences without rebuilding context for every agent.

Business applications data and workflows in Work IQ shift the starting point from navigating apps to expressing what you need to accomplish. Your business applications remain the systems of record, but their data and processes are modelled into valuable, reusable business understanding and context made available through Copilot and agents.

Consider a sales lead preparing for a customer renewal. The opportunity looks healthy in the sales system, but Work IQ can bring additional business context to the picture. An unresolved service issue and recent customer email communications reveal that resolving the issue is critical to the renewal. Instead of simply retrieving records, Copilot can use that shared business understanding to help the sales lead determine what needs attention and what to do next.

The same pattern extends far beyond sales. Work IQ can bring business understanding and action to scenarios that span sales, service, finance, operations, and supply chain.

Users can ask about the business in Copilot and agents

The sales lead starts in Copilot Home, where Microsoft Dynamics 365 Sales, Microsoft Dynamics 365 Customer Service, the company’s contract management apps, and Microsoft 365 context are all available. Instead of choosing an app or assembling reports, they begin with a simple business question: “Which upcoming renewals need my attention, and what should I do next?”

Copilot Home connects the opportunity across three separate systems of record and returns a clear, actionable response.

• Copilot identifies a renewal that appears healthy in Dynamics 365 Sales but needs attention when viewed across the business.
• Dynamics 365 Customer Service shows an unresolved equipment issue, and the custom equipment app links that issue to a site covered by the renewing contract.
• Recent customer emails and a Microsoft Teams meeting indicate that resolving the issue is a condition of renewal. The conversation continues but there’s no clear action plan.

The response brings data together and links to the underlying sources. Although the opportunity remains open, the customer’s commitment depends on a service improvement plan. The business understanding connects the account, equipment, and contract definitions rather than simply matching words across records.

How does this work?

The semantic model brings business context together by combining a focused data scope and semantic indexing with knowledge from your existing business applications. and organization-specific terminology. That means:

• Faster responses: Give agents a focused starting point with scenario-based table and column scope, combined with semantic indexing, helping them find relevant information faster.
• More accurate answers: Help agents understand what users mean—not just what the schema says—by drawing on business logic in views, forms, and relationships, plus a business glossary.
• Faster time to value: Build on the knowledge already captured in Dynamics 365 and Microsoft Power Apps. The model automatically derives context from existing configuration, reducing the need to write instructions from scratch for each agent.
• Consistent answers across experiences: Every agent using the same semantic model shares a common understanding of your business, so users get the more consistent answers across channel and experience.

You stay in control: You can refine what agents learn by enabling or disabling signals, excluding outdated views or relationships, and adding business vocabulary the system cannot infer. The result is a reusable foundation grounded in your business definitions and data.

Apply the business’s playbook as a business skill

Finding the right information is only the first step. To carry out a business task, an agent also needs to understand how your organization works: which criteria matter, what evidence to consider, and when approval is required. Today, that knowledge is spread across experts, documents, and applications—or copied into individual agents as instructions that become harder to maintain over time (shown below is the “recommend supplier skill”).

Let’s go back to our sales lead preparing for the customer renewal. His organization has created a reusable business skill that comes with the company’s step-by-step instructions for successful account renewal:

1. Check unresolved critical cases.
2. Confirm a service improvement plan owner.
3. Document customer commitment.
4. Obtain approval before offering a concession.

The sales lead simply asks “Use our renewal readiness process to recommend the next steps” and the skill is invoked. The sales lead didn’t have to call a separate agent because business skills are an inherent part of the Work IQ across your Copilot experiences, so it’s already there and available for you to use. Copilot applies that guidance to the account and recommends a full-length, joint sales and service improvement plan.

Business skills turn that know-how into a reusable asset. A business skill combines instructions for a business task with the context and supporting resources an agent needs to follow them. Instead of recreating the process for each agent, teams can define it once and reuse it across all agents connected to Work IQ model context protocol (MCP) including agents in Microsoft Copilot Studio.

This results in business expertise that teams can maintain and reuse across agents, rather than another set of prompts to keep in sync.

Turn the recommendation into a governed action

Through governed actions built into Work IQ, the Copilot and agents present the proposed changes, follow any required approval, and update the source records within the user’s permissions. For example, the sales lead asks “add the service improvement plan to the renewal opportunity and create a follow-up task for the account owner.” Our sales lead can use a set of business apps domain of tools (integrated as part of Work IQ APIs) to accomplish a wide range of task across any Dynamics 365 or Power Platform application.

Here are just a few other governed actions:

• Reassign ownership: “Create a follow-up task for the account owner and assign the equipment issue to the regional service manager.”
• Escalate the service issue: “Escalate the unresolved equipment case, set its priority to Critical, and link it to the renewing contract and affected equipment.”
• Update the contract record: “Record resolution of the equipment issue as a renewal condition and add the agreed service commitments to the contract.”

Earlier, the sales lead was able to invoke a skill directly in their Copilot experience. The same is true for governed actions which are new business apps tools that we’re adding to the Work IQ APIs. For the sales lead, he can stay in the flow of work while making updates to the sources systems of record.

Make the approach reusable anywhere

The sales lead can continue to extend the same scenario.

• In Agent Builder, they create a focused renewal assistant grounded in selected business apps.
• In Copilot Studio, they add a guided service improvement process with actions and approvals. With custom code, developers bring the experience into their existing account workspace.
• In any custom agent or third-party agent building platform, you can create teams of agents that oversee end-to-end processes and recommend process improvement.

Each extension builds on shared business understanding and, where supported, reusable business skills—rather than creating another disconnected interpretation of the customer. This is all backed by Microsoft Dataverse, the trusted data storge layer for Dynamics 365, Power Platform, and Copilot Studio. Dataverse acts as the secure business store for semantic models and skills in Work IQ and enables the new Dataverse Ask API.

The Work IQ MCP Server, Work IQ command line interface (CLI), and Work IQ plugin for coding agents now also bring approved business context directly into the coding environment. You begin with the intended business outcome. The coding agent determines which skills, tools, and sequence to use, while the developer remains responsible for architecture, validation, testing, and user experience. You can build governed agent experiences faster because connected experiences use the same approved business context and reusable process definitions.

See it in action

Business apps in Work IQ can rationalize across an expanding range of data: Dynamics 365 CRM apps (Sales and Service), Dynamics 365 ERP apps (Finance and Operations*), Power Apps, and third-party line of business (LoB) apps.

Business applications in Work IQ connects business understanding across sales, service, finance and operations, and supply chain—unlocking scenarios that no single app can deliver alone. This shared customer view brings account activity, orders, and financial context together newly enabling cross-platform insights. For business users, the result is less time spent piecing together information across disparate systems and more coordinated action across the business.

IT governance: Secure, governable, observable

Work IQ enables your organizations to create intelligent, observable agents under the purview of Microsoft Agent 365. Observable means understanding how AI uses that data and evaluating the value it creates. As an IT admin, you choose the business context those agents use and control which users, agents, and applications can access business data. Governable means that the IT admin is in full control deciding what business data becomes available to AI experiences.

But a single coordinated control plane does not mean one new portal—it means connected decisions across familiar experiences.

• The AI admin manages who can use AI and the organization’s AI policies in the Microsoft 365 admin center.
• The Power Platform admin governs which business environments participate and who has access.
• Makers and developers shape how specific business data is exposed, within those admin boundaries.

Get started with business applications in Work IQ

For years the promise has been AI that understands your work. It now understands your business too—the records, the processes, and the way your organization actually gets things done. Try the public preview and see what you can build.

• Explore learn docs for business applications in Work IQ
• Learn more about Usage Based Billing for Work IQ
• Watch the business apps in Work IQ Podcast
• Watch James Oleinik walk through a business apps in Work IQ sales scenario

Read more Copilot announcements on the Official Microsoft Blog.

Rolling out in late October 2026.

Original source

Setting a new standard for customer experience

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.

The standard for customer experience has been rewritten. Agentic AI is expanding what’s possible, moving beyond assistance to help surface context, suggest next steps, and support organizations in delivering customer experiences that once felt out of reach. Customers may no longer compare your service to industry peers; they often compare your service to the best experience they’ve ever had. They also may expect businesses to anticipate needs, understand context instantly, and resolve issues with speed and precision. Meeting that standard falls to the people closest to the customer—your sellers and service teams—yet too much of their day is still spent searching across systems, piecing together information, and managing administrative work instead of building relationships and delivering value.

Agentic AI resets the equation. Rather than adding another tool to manage, it brings intelligence directly into the flow of work—helping teams use trusted data, surface relevant context, and move work forward with greater confidence, while freeing your people to do what only people can: build trust. While some vendors leave the experience for you to assemble, Microsoft delivers first-class experiences out of the box—ready on day one, and extensible by design as your needs evolve. And the estimated value is already proven: Organizations realize an average of $3.70 in return for every $1 they invest in generative AI (IDC, 2024).

That’s why we’re announcing a wave of agentic capabilities across Microsoft 365 Copilot and Dynamics 365 built on a foundation of model context protocol (MCP) tools and MCP apps. Each one builds on the last—meeting teams in the flow of work, grounding them in trusted data, and scaling across how teams collaborate—so sales and service organizations can deliver the new standard of customer experience. Microsoft 365 Copilot is already powering this shift for Frontier Firms—organizations that put AI at the center of how they work—with adoption across much of the Fortune 500.

Handing your teams back the hours that build customer relationships

It starts in the flow of work. Sales Agent and Service Agent in Microsoft 365 Copilot are now generally available, bringing AI into the apps your people already use every day—Dynamics 365, Copilot, Outlook, and Microsoft Teams. Powered by Work IQ and grounded in Dynamics 365 data, these agents understand real work patterns and act on the same customer data your business runs on.

For sellers, every hour reclaimed from administrative work is an hour spent understanding the customer. Sales Agent gives sellers the right customer and deal context—wherever they work—so they spend less time hunting for information and more time advancing revenue. Built for the pace of modern selling, Sales Agent helps sellers get to the right customer and deal context faster—so they can walk into every conversation better prepared, capture what matters after the meeting, and keep momentum moving. By bringing together customer relationship management (CRM) insights and Work IQ in the flow of work, Sales Agent reduces the friction of switching between systems and piecing together information from scattered sources. Using natural language, sellers can pull up account summaries, review opportunity context, catch up on past meetings, and draft personalized emails grounded in sales data.

After conversations, they can capture key takeaways, objections, priorities, and follow-up commitments, then add those notes to CRM or update opportunity fields without breaking their flow. The potential payoff for organizations is tangible: stronger seller productivity, faster follow-through, and better CRM hygiene across the funnel. The result is a more connected sales experience that keeps sellers prepared, responsive, and focused on building relationships and driving customer outcomes. That focus translates into growth: sales organizations that put AI-enabled next best actions in front of sellers are 2.6x more likely to achieve commercial growth (Gartner, 2026).

For service teams, speed and context are the experience. Service Agent helps service professionals resolve issues faster—generating a concise case summary so they’re instantly up to speed, discovering next best actions, drafting a customer-ready email complete with resolution details, and updating records without ever leaving their flow. The result is faster, more personal resolutions that make customers feel known. And the trajectory is clear: Gartner predicts that by 2029, agentic AI will autonomously resolve 80% of common customer service issues without human intervention, cutting operational costs by 30% (Gartner, 2025).

Grounding every interaction in the data you already trust

An agent is only as valuable as the data it has access to. That’s why we’re also announcing the general availability of Microsoft 365 Copilot in Dynamics 365 Sales and Microsoft 365 Copilot in Dynamics 365 Customer Service—bringing Copilot directly into the CRM, so the same Sales and Service agents operate consistently across Dynamics 365 and Microsoft 365.

For sales teams, this surfaces deal intelligence, automates CRM updates, and guides sellers toward their highest-value next action—all grounded in trusted Dynamics 365 Sales data.

For service teams, it delivers AI-assisted case resolution, knowledge-grounded responses, and proactive insights that elevate every customer interaction. The intelligence of Copilot and the depth of your CRM now work like one: no silos, no compromise, and the full customer context behind every response—so interactions build on the last, wherever work happens.

Turning individual productivity into organizational momentum

Great customer experiences are rarely the work of one person. The Dynamics 365 Sales and Customer Service plugins for Copilot Cowork extend agentic capabilities into collaborative, team-based work.

The Dynamics 365 Sales plugin for Cowork helps revenue teams orchestrate complex, multi-stakeholder deals—coordinating account research, meeting prep, and follow-ups as one connected workstream rather than a series of isolated tasks. The Dynamics 365 Customer Service plugin helps service professionals coordinate complex work across teams by bringing together customer context, Microsoft 365 signals, business data, and specialized tools in a single experience. Whether managing case reviews, customer health programs, escalations, or operational processes, teams stay aligned on priorities, handoffs, and next steps—so work can move faster and customers can get a more consistent experience.

Take the next step toward the new standard

Put it together and the path is clear. The same agentic foundation meets your people in the flow of work, grounds them in the data they already trust, and scales across the teams that shape every customer journey—shortening sales cycles, resolving issues faster, and giving your people back the time to focus on customers.

Just as important, these capabilities meet your teams where they already are—Copilot, Outlook, Teams, and Dynamics 365—helping speed adoption and time to value. The organizations that move now won’t simply keep pace with rising expectations; they’ll define what great customer experience looks like.

To learn more about how you can deliver agentic CRM experiences, check out our blogs here:

• Learn more about Sales Agent
• Learn more about Service Agent

Sources

• IDC InfoBrief: sponsored by Microsoft, 2024 Business Opportunity of AI, IDC# US52699124, November 2024
• Gartner Press Release, “Gartner Predicts Agentic AI Will Autonomously Resolve 80% of Common Customer Service Issues Without Human Intervention by 2029,” March 5, 2025.
• Gartner Press Release, “Gartner Survey Finds Sales Organizations That Provide AI-Enabled Next Best Actions Are 2.6x More Likely to Achieve Commercial Growth,” May 20, 2026.

Original source

Today marks the general availability of Dynamics 365 Sales and Service plugins for Copilot Cowork.

Over the last few releases, my teams have built a rich family of agentic capabilities across Dynamics 365, with Copilot woven through Sales and Customer Service so sellers and agents get real value inside the apps they use every day.

Today, we’re extending that same intelligence into a new surface. With the general availability of Copilot Cowork, our Sales and Customer Service capabilities are now also generally available as the Dynamics 365 Sales and Dynamics 365 Customer Service plugins.

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.

What we are shipping

When building this functionality, we did not start from a feature list. We started from the common jobs sellers and service teams actually do, ranked the candidate prompts by frequency, business impact, and how uniquely Microsoft’s data can answer them, and then ran each one through an evaluate, measure, and improve loop against the standard of an ideal expert response. Only prompts that cleared the bar shipped.

The result is a broad, quality-validated set of prompts that run on out-of-the-box Dynamics 365 data, useful with no custom configuration, across both workloads:

• Sales use cases & data: account and deal preparation, expansion signals, deal-progression guidance, and manager visibility across the pipeline.

• Customer service use cases & data: case triage, knowledge-grounded resolution drafting, escalation handoff, and supervisor visibility across the queue.

Every prompt takes action: it reads and analyzes, proposes a concrete next step, and routes anything that writes back through an approve, edit, or dismiss gate.

What it looks like in practice

A few requests teams can run today include:

• Sales:
  “Prepare me for my meeting on this account” or “Where is this deal at risk?”

• Service:
  “Provide case summary and suggest next steps” or “Draft a resolution for this case.”

The payoff shows up when one request spans both workloads. Ahead of a quarterly business review:

“Prep me for the Adatum QBR. Review any open service cases. Surface deal risks, competitive signals, and missing stakeholders. Perform the right CRM updates for each. Build the PowerPoint and share in email for my sales team to review.”

In one pass, Cowork reads the account’s open opportunities and service cases, assembles risks, signals, and stakeholder gaps, proposes the CRM updates for approval, and drafts the deck and email. Every write waits for a person.

See Charles Lamanna demo this Cowork scenario in the Cowork launch announcement.

How it works, and how it stays governed

Cowork does not access your database directly. It composes over a small set of governed Model Context Protocol (MCP) plugins Microsoft publishes for Dynamics 365, enforcing your existing identity and permission model on every call:

Plug-in What it brings to Cowork Dynamics 365 Sales Account, lead, opportunity, and competitor research; opportunity health and risk; drafting follow up communications. Dynamics 365 Customer Service Case enrichment, next-step suggestions, customer-ready response drafting, and incident resolution. Microsoft Dataverse The read, query, create, and update layer that applies approved writes.

What that means for IT:

• Humans approve the writing and actions. Cowork proposes; it does not silently act. It surfaces record updates, drafted emails, and case resolutions for approve, edit, or dismiss.

• Cowork grounds answers in source data and links them directly. When data is missing or ambiguous, the intended behavior is to say so, not to fabricate a value.

• Your security model is enforced. Users can only reach data through Cowork that they can already access in the application.

• Admins control enablement. They manage plug-ins centrally and keep them off until an administrator turns them on.

Get started

Copilot Cowork is generally available for Microsoft 365 Copilot customers worldwide today. The Dynamics 365 Sales and Customer Service plug-ins are managed like any other Microsoft 365 Copilot plug-in from the Microsoft 365 admin center. Admins deploy and scope the plug-ins; users connect their environment and sign in the first time they use one.

For prerequisites, licensing, and step-by-step setup, see the Microsoft Learn documentation:

• Available plugins for Copilot Cowork
• Dynamics 365 Sales plugin for Copilot Cowork
• Dynamics 365 Customer Service plugin for Copilot Cowork

I am proud of what these teams have built: capabilities that do the work our customers actually delegate, grounded in your data, governed by your controls, with your people in the loop. We would love your feedback as you put it to work.

Original source

Service Update 219 resolves the following issues:

New/Enhanced Functionality

• None

Repaired Functionality

• Minor fixes.

Accessibility Repaired Functionality

• No accessibility functionality repaired in this release.

To determine whether your organization had this update applied, check your Microsoft Dynamics 365 version number. Click the gear icon in the upper-right corner, and then click About.

An (*) at the end of a fix statement denotes that this repair item was incorporated into multiple service update releases.

Please click here to view the list of features and functionalities included in this year's release wave.

Return to the all version availability page.

If you have any feedback on the release notes, please provide your thoughts here.

Original source

Service Update 218 for Microsoft Dynamics 365 Sales version 9.0.26052.10001 (or higher)

To determine whether your organization had this update applied, check your Microsoft Dynamics 365 version number. Click the gear icon in the upper-right corner, and then click About.

An (*) at the end of a fix statement denotes that this repair item was incorporated into multiple service update releases.

Please click here to view the list of features and functionalities included in this year's release wave.

Service Update 218 resolves the following issues:

New/Enhanced Functionality

• NBA agent setup improvements.
• Removed dependency on legacy domains and expanded service availability to additional geographies including Italy, Norway, Korea, and Germany.
• Disabled feature for supervisor users in applicable scenarios.
• Set content moderation level to Medium for SQA Setup Agent.
• Fixed invalid content moderation configuration for SQA Setup Agent.
• Added consent check for NBA/Recommended Actions display scenarios.
• NBA admin fit-and-finish improvements.

Repaired Functionality

• Fixed issue where ORA added actions even after RAA sales agent profile was disabled.
• Corrected repeated opportunity name in title and footer of DEA stack cards.
• Fixed screen lock issue caused by clicking the UpNext info button.
• Assignment rules now display pending status when supervisor is not configured.
• Improved “See all” view name display to avoid truncation in NBA.
• Improved sorting behavior in Focused view to show records by score after clicking “See all” from carousel.
• Prevented duplicate action cards for the same opportunity in carousel.
• Updated carousel to show only one action per opportunity based on score.
• Enabled recommended actions when Data Enrichment Agent is enabled.

Accessibility Repaired Functionality

• No accessibility functionality repaired in this release.

Return to the all version availability page.

If you have any feedback on the release notes, please provide your thoughts here.

Original source

New/Enhanced Functionality

• Added text count indicator for the Product value proposition multiline text box.
• NBA design enhancements for improved user experience.
• Revamped Connected agent settings in Data Enrichment Agent setup.
• Enabled card click to open the Research page with context from the risk section.
• Added Connected agents navigation summary in the Data Enrichment Agent dialog.
• Improved End of Conversation flow experience.
• Updated Outreach email request timeout and cache handling for better reliability.
• Changed Opportunity Research default refresh frequency to 14 days.
• Added new saved query for recommended actions on top deals.
• Online evaluations UX update: Added “Preview” and sample count support.
• NBA Agent setup fit-and-finish improvements.
• Created new view for recommended action agent.
• Hid “Other” category and filtered numbers from total aggregates in Competitor view.
• Added “Dismiss” functionality for individual Data Enrichment Agent cards.
• Updated Opportunity Research lookback default to 90 days.
• Moved NBA toggle to Connected Skills under the Guidance section.

Repaired Functionality

• Fixed issue where user access buttons were not fully clickable in configuration.
• Fixed issue allowing users to track emails in a conversation even when synced by a different user.
• Corrected Outreach simulation to show leads from the appropriate profiles.
• Fixed citation links incorrectly pointing to profile URLs.
• Prevented accidental loading of existing SQA configurations in the UI.
• Fixed issue where follow-up emails were not sent for specific contacts.
• Improved subtext wording in configuration settings for better clarity.
• Prevented citation text, links, or syntax from appearing in Value Proposition content.
• Removed misleading message about switching back to quick setup.
• Updated messaging regarding potential data loss when switching to manual setup.
• Disabled prompt to update existing configuration.
• Fixed missing M365 consent check for seller flow.
• Ensured subgrid filters in Pipeline view are reflected correctly in metrics panel.
• Fixed inability for supervisors to run TCP Prefill.
• Prevented streamed text from MCS responses appearing in chat UI.
• Corrected incorrect total opportunity count displayed in carousel header.
• Updated connected skills settings content.
• Fixed issue where side pane did not open when navigating from focused view.
• Corrected NBA carousel header to display accurate total count.
• Improved clarity of “See all” view name for recommended actions.
• Fixed simulation mode blocking processing of outreach SARs.
• Enabled starting the agent without completing simulation for SQA Research.
• Removed numbers from carousel subheader for improved clarity.

Accessibility Repaired Functionality

• Fixed issue where narrator did not announce status messages in Test insight flyout.
• Corrected mismatch between visual and programmatic names for access type and sellers.
• Improved keyboard focus indicator visibility on date controls.
• Fixed text truncation issues when applying text spacing in custom filters.

Original source

Service Update 216 for Microsoft Dynamics 365 Sales version 9.0.26043.10001 (or higher)

To determine whether your organization had this update applied, check your Microsoft Dynamics 365 version number. Click the gear icon in the upper-right corner, and then click About.

An (*) at the end of a fix statement denotes that this repair item was incorporated into multiple service update releases.

Please click here to view the list of features and functionalities included in this year's release wave.

Service Update 216 resolves the following issues:

New/Enhanced Functionality

• Online Eval UX Implementation
• Add Localization support for other languages in DQA solution
• Manual refresh capability improvements
• Support intent extraction for third-party customers in assist mode
• Add toggle UI for recommended actions agent
• Add navigation from stacked card to open focused view
• Push deal risks to NBA once research completes
• NBA toggle available during DEA activation
• Create a new view to display DEA suggestions in focused view
• Update toggle configuration to support multi-config scenarios
• Introduce new feature configuration for Assist Phase 2
• Add prioritization tab to NBA
• Add sources tab to NBA
• Add global optionset for sales prioritization principles
• Enable NBA settings during activation
• Improve groundedness scoring for better insights quality
• Filter excluded fields configured in DEA setup for field identification
• Add billing capability for CAPI calls
• Ensure leads are not filtered incorrectly after segmentation

Repaired Functionality

• Fix applied for Sales Agent Configuration v2 where display name was empty in custom solutions.
• Fix applied where custom research updates were not being reflected correctly.
• UI improvement: AI-generated content disclaimer text and “See terms” link no longer truncates in reflow layouts.
• Localization fix: “Refresh Interval” menu is now correctly translated in Japanese.
• Fix applied where SQA status incorrectly showed “Activated” after import.
• Notification fix: Lead disqualification notifications are now sent to the correct user.
• Fix applied to remove duplicate stakeholder suggestions.
• UI fix: Description text truncation on the “Create an AI agent” page resolved.
• Fix applied to archival logic to correctly remove other suggestions when one is accepted.
• UI fix: DLP policy errors now display correctly in the user interface.
• Fix applied for stakeholder email citation to render the correct earlier reference.
• Fix applied for missing privileges in the sales supervisor role.
• UI alignment: Evaluation metric labels are now consistent.
• Fix applied for error when opening Sales Accelerator in Dynamics 365 Sales.
• Improvement: Research preview date filter now correctly respects configured date ranges.
• Update: Recommended actions are now enabled automatically when Data Enrichment Agent is enabled.

Accessibility Repaired Functionality

• Improved accessibility: Controls in filter popup are now usable via voice access in Focused View.

Return to the all version availability page.

If you have any feedback on the release notes, please provide your thoughts here.

Original source

Service Update 215 for Microsoft Dynamics 365 Sales version 9.0.26041.10001 (or higher)

To determine whether your organization had this update applied, check your Microsoft Dynamics 365 version number. Click the gear icon in the upper-right corner, and then click About.

An (*) at the end of a fix statement denotes that this repair item was incorporated into multiple service update releases.

Please click here to view the list of features and functionalities included in this year's release wave.

Service Update 215 resolves the following issues:

New/Enhanced Functionality

• Support dataverse search banner for ORA configuration page
• NBAV2 settings
• Online Eval UX Implementation
• DEA reassign dialog changes
• Update SOA icon
• Remove Research and Engage words from the UI
• Remove consent checks from on-load for Opportunity form
• Fix sidepane control buttons not working in non-OOB forms
• Dataverse Search prerequisite UI fixes, ECS-driven GA cutoff, persist banner interaction in local storage

Repaired Functionality

• Improved email handling: Correct email address field is now used in Outreach scenarios.
• Improved data consistency: Company name is now correctly populated in outreach emails for multi-config setups.
• Improved email tracking: Previously untracked emails are now correctly tracked.
• Email formatting improvement: Outlook formatting is now preserved for untracked emails.
• Improved responsiveness: Record selection pages now display correctly at resized screen resolutions.
• UI experience enhancement: Opportunity records now display correctly in selection criteria tables.
• UI improvement: “Learn more” link for agent profile name now navigates correctly.
• UI clarity improvements: Updated subtext differentiation between related records and field suggestions tabs.
• UI clarity improvements: Configuration action buttons updated for better usability.
• UI layout improvement: Agent profile ID is now displayed in a single line for better readability.
• UI clarity improvement: Info icon now shows correct refresh frequency details.
• UI alignment fixes: “Edit settings” and “Start agent” buttons are now positioned as per design guidelines.
• Improved sorting experience: Custom option set grouping now shows labels instead of numbers.
• Configuration improvement: Lead views can now be enabled/disabled correctly in multi-config scenarios.

Accessibility Repaired Functionality

• Deal Closing Agent Incompatible Product Update Fields Reflow: Removed duplicate scroll bars on the Update Fields screen.
• Customer Insights - Journeys Web Auto Refresh AI4W: Ensured every ARIA input field has an accessible name.
• Focused view Keyboard: Close (X) button is accessible using keyboard.
• Focused view Keyboard: Buttons have discernible text.
• Data Enrichment Agent GA User access Web AI4W: Elements with ARIA roles contain required child roles.
• Data Enrichment Agent GA User access Web ScreenReader: Screen reader no longer announces Close button as heading level 2.
• Dynamics 365 Enterprise sales Web Sales qualification Agent Screen reader: “Lead ownership during research” slider announced descriptively.
• Improved keyboard navigation: After clicking “Add Row”, focus now automatically moves to the new Select field.
• Improved keyboard accessibility: Close (X) button in focused view is now accessible via keyboard.
• Improved accessibility: Buttons now include discernible text for better screen reader support.
• Improved accessibility: ARIA input fields now include proper accessible names.
• Improved accessibility: Elements with ARIA roles now include required child roles.
• Improved screen reader support: Close button is no longer incorrectly announced as a heading.
• Improved screen reader experience: “Lead ownership during research” slider is now announced more descriptively.
• Responsive accessibility fix: Hamburger menu no longer overlaps with user access controls.

Return to the all version availability page.

If you have any feedback on the release notes, please provide your thoughts here.

Original source

The table below gives an overview of the current version and next version of Microsoft Dataverse for your organization. If you would like to review the release notes for any release just click on the version number for either current or next. To find the window that your next scheduled update will occur in please click here.

Important

Note: This page is updated each week on Wednesday.

From 06 February 2026, the release schedule page will move from a geo-based table to a simplified format that focuses on version cadence.

Note - Occasionally a Service Update will be canceled and all associated fixes will be rolled into a subsequent Service Update. For this reason, Service Update numbers may not always increase incrementally.

Service Update 9.2.26044.00104

Early Release: 05/01/26

Prod Release Start: 05/08/26

Prod Release End: 06/05/26

Release Waves

We published the 2025 release wave 2 plans for Dynamics 365 and Microsoft Power Platform, which is a compilation of new capabilities that will be released between October 2025 through March 2026. The new features and enhancements provide you with significant capabilities to help transform your business using our applications.

You can use the Release planner to view and manage release plans across all active release waves in a unified and interactive interface, while giving them the option to personalize, filter, sort, and collaborate.

We’ve done this work to help you—our partners, customers, and users—drive the digital transformation of your business on your terms. Get ready to share your feedback in the community forum for Dynamics 365 or Power Platform.

Important

Service updates are separate from the Release Wave deployments.

All version availability

Important

We are working on new ways to bring transparency into our weekly deployments. If you have any feedback, please fill out our survey, and share your thoughts!

Original source

Dynamics 365

We’re entering a new era of AI-powered business applications, and today we’re excited to publish the 2026 release wave 1 plans for
Microsoft Dynamics 365,
Microsoft Power Platform,
and role-based agents in Microsoft 365 Copilot,
outlining a broad set of capabilities slated for release between April 2026 and September 2026. These updates reflect our ongoing commitment to making AI an essential partner in how organizations operate, innovate, and grow.

Dynamics 365 leads this wave with AI-powered, agentic innovations across sales, service, finance, supply chain, human resources (HR), and commerce—helping organizations unify data, automate processes, and elevate customer and employee experiences. Microsoft Power Platform continues to expand modern app development, intelligent automation, and enterprise-grade governance to empower makers and developers to innovate with confidence. Role-based agents in Microsoft 365 Copilot further evolve into intelligent daily command centers, helping to deliver richer, data-grounded insights and extensibility that help teams work smarter across every role.

To help you stay current on the most important and innovative capabilities, we’re moving beyond bi-annual launch events to lighter, more frequent business applications updates, featuring expert insights and demonstrations from Microsoft product leaders and engineers.

• Watch the Dynamics 365 Business Applications Update March 18 at 9 AM PDT
• Register for the Power Platform and Copilot Studio update April 15 at 9 AM PDT

Be sure to stay updated on the latest features and create your personalized release plan using the release planner.

Highlights from Dynamics 365

2026 release wave 1 updates for Dynamics 365 deliver AI-powered, agentic experiences across sales, service, finance, supply chain, commerce, HR, projects, sustainability, and enterprise resource planning (ERP)—bringing deeper Copilot integration, intelligent automation, unified customer and operational data, and enhanced cross-app capabilities to help organizations drive efficiency, elevate customer and employee experiences, and operate with greater agility and confidence.

Watch the Dynamics 365 business applications update March 18th at 9 AM PDT

Dynamics 365 Sales

Dynamics 365 Sales brings the power of AI to help sellers build their pipeline, enrich opportunities, and accelerate deal closure, while helping sellers easily access accurate, up-to-date information and recommending high-impact actions that sellers can take. Copilot experiences in Dynamics 365 Sales can draw on data spanning customer relationship management (CRM) and Microsoft 365 signals, like email and meeting recaps, to deliver actionable insights across Dynamics 365 and Microsoft 365 experiences.

Dynamics 365 Customer Service

Dynamics 365 Customer Service will continue to enhance agentic capabilities across case management, email, customer intent, quality evaluation, and knowledge management. AI-infused admin and supervisor help to provide more transparency and quicker time-to-value. These investments strengthen end-to-end service orchestration, from helping identify customer intent to driving autonomous workflows that elevate service quality and responsiveness.

Dynamics 365 Contact Center

Dynamics 365 Contact Center advances the agentic contact center in 2026 release wave 1 with new AI-powered capabilities that improve self-service, support accelerate assisted service, and help organizations run contact center operations more intelligently in 2026 release wave 1. It expands to include emerging channels, supervisor insights, and extensibility, giving organizations a unified, AI-powered system to elevate the customer experience.

Dynamics 365 Field Service

Dynamics 365 Field Service strengthens service execution across technician productivity, resource scheduling, and work order management. Investments focus on mobile usability and reliability, intelligent scheduling through the Scheduling Operations Agent, and end‑to‑end execution across assets, projects, and financial operations in this release wave. Together, these updates help organizations manage service complexity and deliver consistent service outcomes.

Dynamics 365 Sustainability

Dynamics 365 Sustainability introduces more intuitive reporting navigation, advanced calculation versioning, and granular data‑locking to reinforce governance and regulatory confidence in this wave. Expanded finance integration, streamlined workflows, and updated templates and factor libraries will further empower organizations to make informed decisions and support progress toward their sustainability goals.

Dynamics 365 Finance

Dynamics 365 Finance delivers continued global scale enhancements that drive greater financial automation, strengthen global regulatory compliance posture, and enhance financial planning and analytics—helping organizations operate more efficiently and achieve their financial and operational goals with confidence.

Dynamics 365 Supply Chain Management

Dynamics 365 Supply Chain Management’s 2026 wave 1 enhances supply and demand planning with price-demand correlation and capacity-to-promise (CTP) date protection. Supplier communication and engagement are streamlined, while warehousing gains AI-powered picking, inventory rebalancing, and hands-free scanning—driving supply chain efficiency.

Dynamics 365 Project Operations

Dynamics 365 Project Operations brings rich capabilities in 2026 release wave 1—from change order support and smarter project planning to smoother quoting, budgeting, and contract workflows. New enhancements streamline item consumption, mobile expense management, subscription billing, and modern-architecture migration—delivering connected project experience.

Dynamics 365 Commerce

Dynamics 365 Commerce strengthens business-to-business (B2B) with multi-outlet ordering, unified sign-in, outlet-specific catalogs, and built-in credit management to help reduce friction and protect cash flow. It modernizes order management and assisted-selling workflows in retail stores, helping to improve associate productivity, and customer experiences across channels. It also enables cross-legal-entity inventory lookup and flexible, attribute-based pricing to help accelerate mass updates and help drive higher sales.

Dynamics 365 Human Resources

Dynamics 365 Human Resources continues to advance in areas such as recruitment, onboarding, reporting, and integrated workforce management. By merging enhanced user experiences with broader ecosystem integration and expanding regional payroll collaborations, the platform enables organizations to optimize employee engagement, support operational accuracy, and confidently achieve their workforce objectives.

Finance and operations cross-app capabilities

Finance and operations cross-app capabilities will introduce new enhancements that strengthen the foundation for AI experiences across Dynamics 365. These updates include improvements to Model Context Protocol (MCP) servers, as well as the general availability of immersive home, which is an AI-powered workspace designed to help users stay focused and prioritize what matters most.

Dynamics 365 Customer Insights – Data

Dynamics 365 Customer Insights – Data acts as the grounding layer for CRM copilots and AI agents, delivering real‑time, unified customer profiles that help power accurate decisions. With enriched data, teams can act on insights directly in their workflow to deliver timely, personalized experiences that deepen engagement and drive better outcomes. The result is an AI-ready data core that elevates agents and helps deliver more connected, intelligent CRM experiences.

Dynamics 365 Customer Insights – Journeys

Dynamics 365 Customer Insights – Journeys empowers end-to-end, agentic customer engagements across sales, marketing, and service, allowing businesses to proactively react to customer behavior using Copilot and AI agents. With smarter orchestration tools, teams can deliver impactful campaigns at scale to drive stronger relationships, higher efficiency, and revenue growth. Part of Dynamics 365, every interaction within your organization benefits from shared data and consistent intelligence across Microsoft CRM applications.

Dynamics 365 Business Central

Dynamics 365 Business Central accelerates the move to agentic ERP with enhancements to our AI‑powered agents that automate sales and purchase scenarios in 2026 release wave 1. Alongside new business capabilities, we invest heavily in developer productivity to support extensibility—improving advanced language (AL) testing, debugging, Copilot extensibility, and agent design.

Explore the Dynamics 365 release planner

Highlights from Microsoft Power Platform and Microsoft Copilot Studio

2026 release wave 1 updates for Microsoft Power Platform deliver modernized app experiences across Power Apps and Power Pages, AI-powered automation and agent innovation in Power Automate and Copilot Studio, enhanced Dataverse intelligence and programmability, and strengthened governance, security, and cost management capabilities to help organizations build, scale, and manage intelligent solutions with confidence.

Explore the Microsoft Power Platform release planner

Power Apps

Power Apps continues to modernize app experiences with a refreshed model-driven user interface (UI), improved mobile and offline capabilities, streamlined search, and expanded AI features. This release brings standardized modern theming to everyone, real-time Dataverse access for offline-first canvas apps, enhanced search in grids and lookups, and broader availability and extensibility of generative pages to help teams build and scale intelligent apps faster.

Power Pages

Power Pages will further empower pro-developers and low-code makers to build intelligent business portals for your employees, customers, citizens, and partners through better integration with market leading AI tools. Additionally, enhanced security agent features will further support low-code makers, pro-developers, and admins with actionable insights and abilities for securing their websites.

Power Automate

Power Automate is Microsoft’s comprehensive automation platform for cloud flows, desktop flows, and process mining. This release introduces AI agent authoring, optimization, and self-healing capabilities for desktop flows, Copilot Studio-powered actions in cloud flows, enhanced maker and collaboration tools across both, general availability of object-centric process mining, and consolidated governance reporting.

Microsoft Copilot Studio

Microsoft Copilot Studio continues its journey to make agent and agentic workflows even easier to build and more powerful. Now you can further customize agents built with Agent Builder in Microsoft 365 Copilot, and power your automation with high value AI actions. Deeper governance, multi-agent orchestration, and evaluations enable further scaling. With connections to Microsoft Foundry and Work IQ, your agents can use the latest AI technology in coordination with your organizational data.

Microsoft Dataverse

Microsoft Dataverse continues to invest in enterprise-ready agentic and low-code data platform capabilities. The spotlight is on Work IQ and Copilot integration, delivering organization-specific decisions with adaptive learning and full auditability. We’re also enhancing agent programmability with Dataverse APIs, MCP servers, and Python SDK, plus new storage management tools for enterprise-grade compliance at scale.

Microsoft Power Platform governance and administration

Microsoft Power Platform governance and administration introduces admin controls for agent security, real-time risk assessment in Copilot Studio, and AI-powered governance agents that automate tenant monitoring and remediation in this release. Enhanced visibility into usage patterns, granular Copilot credit consumption with pay-as-you-go (PAYG) caps, and connector dependencies help you optimize costs, demonstrate return on investment (ROI), and enforce compliance with organizational policies using features within the Power Platform Admin Center. GitHub integration and deploy from Git mature your application lifecycle management (ALM) practices with full audit trails.

Business Applications Update

The Business Applications Update offers an early preview of new capabilities coming in the months ahead. This refreshed structure is designed to reflect the reality of our time: innovation does not happen twice a year; it is constant. Whether you are a strategic leader or a hands-on practitioner, this new cadence is built to get you quickly up to speed.

• Watch the Dynamics 365 Business Applications Update March 18 at 9 AM PDT
• Register for the Power Platform and Copilot Studio update April 15 at 9 AM PDT

Updates to role-based agents in Microsoft 365 Copilot

2026 release wave 1 updates for Microsoft role-based agents transform Sales Agent and Finance Agent in Microsoft 365 Copilot into intelligent daily command centers, helping to deliver richer, data-grounded insights, enhanced chat and mobile experiences, contextual support across Outlook and Teams, and strengthened governance and extensibility to help organizations drive productivity and scale AI responsibly.

Sales Agent

Sales Agent becomes the seller’s daily command center with richer Sales Chat and Sales Home experiences across desktop and mobile in 2026 release wave 1. Sellers will gain streamlined access to deal and account insights through configurable record summaries, contextual support in Outlook and Teams, and improved email and meeting intelligence. New governance and extensibility controls will also help organizations scale AI responsibly.

Finance Agent

Finance Agent helps finance professionals and their stakeholders interact with financial information from their ERP within the flow of work. In 2026 release wave 1, we continue expanding how this financial assistant supports common finance tasks such as reconciliation, variance analysis, and data preparation in Excel, as well as customer communications in Outlook. By bringing financial insights and assistance directly into familiar productivity tools, the Finance Agent helps teams investigate issues faster, respond to stakeholders more efficiently, and spend less time manually preparing or reconciling data so they can focus more on financial analysis and decision support.

For a complete list of new capabilities, please refer to the Dynamics 365 2026 release wave 1 plan, the Microsoft Power Platform 2026 release wave 1 plan, and role-based agents 2026 release wave 1. We also encourage you to share your feedback in the community forums for Dynamics 365 and Microsoft Power Platform.

Business Applications Update

The Business Applications Update offers an early preview of new capabilities coming in the months ahead. This refreshed structure is designed to reflect the reality of our time: innovation does not happen twice a year; it is constant. Whether you are a strategic leader or a hands-on practitioner, this new cadence is built to get you quickly up to speed.

• Watch the Dynamics 365 Business Applications Update March 18 at 9 AM PDT
• Register for the Power Platform and Copilot Studio update April 15 at 9 AM PDT

Original source

Work is changing at a structural level.

Three forces are converging. The interface layer is shifting to AI assistants. Agents handle workflow orchestration. And an intelligence layer is consolidating information across structured and unstructured sources. Together, these forces mark Frontier Transformation, where AI moves beyond basic efficiency to open new opportunities for creativity, innovation and growth.

This transformation also creates a new kind of business application: one that is integrated with the AI assistant people use every day, accessible to agents and grounded in the unique intelligence of each organization.

We call these agentic business applications. The applications themselves still reflect real business processes. But how people interact with them, how work moves through them and how they connect to the rest of the business is fundamentally different.

Today, we’re taking a significant step forward in bringing agentic business applications to life across Microsoft 365, Dynamics 365, and Microsoft Power Platform.

Interact with business applications inside Copilot

Microsoft 365 Copilot is becoming an interactive workspace for business applications. Dynamics 365 Sales, Dynamics 365 Customer Service, and custom apps built with Power Apps will surface directly as agents with rich UX inside chat in Microsoft 365 Copilot. Agents using Apps SDK and MCP Apps can also bring Microsoft partner apps into the conversation, including tools teams already use, like Adobe Express, Figma, and Wix. This is the interface layer shift in practice. Instead of switching between applications, users state what they need in Copilot and the system responds. You can review data and take action without leaving the conversation. Copilot becomes the place where work gets done.

As an example, a human resources (HR) employee can now call on their custom HR app, built with Power Apps, right within Copilot to compile a list of office locations with the highest new hire counts this quarter, viewing the results in an organized table with filter options. Additionally, they can prompt the application to show the results in a map view, all without leaving their Copilot interface.

Or a customer service representative can begin their day in Microsoft 365 Copilot by reviewing a summary of priority cases they need to focus on, easily viewing and updating their data from Dynamics 365 Customer Service.

Public preview for this capability will be available later this month for Power Apps, with availability for Dynamics 365 Sales and Dynamics 365 Customer Service launching in early April 2026. Throughout the next month, we’ll also introduce support for this capability across a handful of Microsoft partner apps, including Adobe Express, Adobe Acrobat, Base44, Box, Canva, Coursera, Figma, Miro, Monday.com, Optimizely, and Wix. All pre-built partner app experiences will be accessible via the Microsoft 365 Agent Store for users with Microsoft 365 Copilot.

Bring Copilot and agents into Dynamics 365 and Power Apps

The experience works in both directions. Microsoft 365 Copilot and agents like Researcher and Analyst will be accessible directly within Dynamics 365 Sales, Dynamics 365 Customer Service, and custom apps built with Power Apps. Employees get the same Copilot capabilities they trust across Microsoft 365 while staying grounded in their operational systems.

Customers can continue to benefit from pre-built agents in Dynamics 365, including Sales Qualification Agent, Case Management Agent, and Account Reconciliation Agent, which help teams automate routine work and focus on higher value decisions.

Consider a seller working in Dynamics 365 Sales who asks Researcher to generate a full account overview: customer relationship management (CRM) context, internal knowledge, and external research combined in one response, surfaced in place. The unit of value shifts from “find the right screen” to “get the answer and act.” This creates a more consistent experience across productivity tools and business applications. Work moves from insight to execution with less friction between systems.

Microsoft 365 Copilot in Dynamics 365 Sales, Dynamics 365 Customer Service, and canvas apps in Power Apps will be available in public preview by early April 2026. Microsoft 365 Copilot in model-driven apps built with Power Apps will reach general availability by early April 2026. A Microsoft 365 Copilot license is required. This experience with Power Apps also requires a Power Apps premium license.

“Microsoft 365 Copilot in Power Apps allows us to ask questions and make decisions directly against our Dataverse data, while also combining insights from Microsoft 365 when needed. The experience now feels truly unified, allowing our users to summarize complex operational data, trigger actions, and seamlessly access insights. We’ve seen significant increases in the value provided to both our internal solutions and customer-facing products.”

Peter Kestenholz, Founder & Head of Innovation, Context&

Grounded in your organization’s intelligence with Work IQ

Underpinning all of this is Work IQ. Work IQ connects signals from Microsoft 365 with operational data from Dynamics 365 and Power Apps. It follows work as it happens across documents, meetings, chats, and business processes. This is the intelligence layer: the thing that resolves entities and relationships across structured and unstructured sources, so agents and Copilot share a common understanding of what is happening across the business.

Decisions discussed in a meeting or email can connect to live data in a business application. Changes in one place surface where attention is needed elsewhere. And because this intelligence is grounded in Dataverse and your organization’s own data, actions stay aligned to real processes and real context.

For example, when a pricing change is discussed in a meeting, Work IQ understands how that decision impacts active opportunities in Dynamics 365 Sales, surfacing the affected opportunities within Copilot for review.

Work IQ plays an important role in making business applications agentic. Without it, agents operate on partial information. With it, they act on the full context of the business.

Users with a Microsoft 365 Copilot license can experience Work IQ with Dataverse integration directly inside Power Apps, Dynamics 365 Sales, and Dynamics 365 Customer Service in public preview by early April 2026.

See how it all comes together

Copilot, agents, and Work IQ come together as a system of work. Within that system lies a new generation of business applications: applications that understand context, respond to intent, and support execution where work actually happens. The business application stack is entering a significant architectural shift. What we’re announcing today is one step in that larger transition. We are building a platform where applications, intelligence and execution converge so teams operate with more clarity and less overhead.

You’ll see this foundation expand across Dynamics 365, Microsoft Power Platform, and Microsoft 365 as we bring more agentic capabilities into the flow of work. Agentic business applications are already taking shape.

• Tune in to the Microsoft Frontier Transformation digital event on March 9, 2026 at 8:00 AM PT.
• Register for the Business Applications Update event streaming on March 18, 2026 at 9:00 AM PT.

Read more announcements on the Microsoft 365 Blog

Original source

MICROSOFT DYNAMICS 365

The new era of AI-powered business
Adapt and innovate with agentic CRM and ERP business applications.
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OVERVIEW

Transform how work gets done with AI agents
Connect teams, processes, and data across your entire organization to create exceptional customer experiences and operational agility.

What is Dynamics 365?
Become more data-driven and innovative with agentic apps for sales, service, finance, and supply chain operations.
Explore Dynamics 365

Take a guided tour
Get a closer look at how to improve specific business processes with Dynamics 365 apps.
Start your tour

Compare plans and pricing
Find the right plan for your business needs by exploring the different options for each Dynamics 365 app.
See pricing overview

SOLUTIONS

One platform. Limitless possibilities

Modernize your CRM

Enhance customer relationships across sales, marketing, and service with an agentic CRM solution.
Explore agentic CRM

Achieve more with agentic ERP

Improve sales efficiency

Personalize service experiences

PRODUCT DEMOS

Do more with agents in Dynamics 365
See how AI and agents work with Dynamics 365 applications to give every team an edge.

Close more deals and deepen customer relationships with AI assistance.

APPS AND ADD-ONS

Customize Dynamics 365 with apps from Microsoft Marketplace
Better meet your specific business needs by adding industry-leading apps to Dynamics 365.

• Power BI

  • Collaborate better with your data.

• Copilot

  • Your copilot for work

• Adobe Acrobat for Microsoft Teams and Outlook

  • Gain insights, edit, convert, and collaborate on PDFs

• Cisco Call

  • Harness the powerful, enterprise-grade Cisco Calling within Microsoft Teams

View all apps

CUSTOMER STORIES

How customers innovate with Dynamics 365

“With Dynamics 365, total cost of ownership went down by as much as 40 percent compared to our previous solution.”
Pepijn Brinkhoff, Lead Product Owner, ABN AMRO

40%
Reduction in cost of ownership

FEATURED NEWS

What’s new and notable

Take your organization to the AI frontier
Join the free Microsoft AI Tour—learn, connect, and lead the future of innovation.
Learn more

Implement autonomous processes with agent-ready apps
Enhance AI agent collaboration with Model Context Protocol (MCP) servers for Dynamics 365.
Read the blog

NEXT STEPS

Get started with Dynamics 365

Try for free

Get hands-on experience with Dynamics 365 business applications for 30 days.
Start a free trial

Chat with a Dynamics 365 expert

Available M-F 6 AM to 3 PM PT.
Chat now

Request a call back

Have a Dynamics 365 expert contact you.
Send request

Call a Dynamics 365 expert

Available M-F 6 AM to 3 PM PT.
Call
855 270 0615

Original source

Release plans for Dynamics 365, Power Platform, Cloud for Industry, and Copilot

Find out what's new in Dynamics 365, Power Platform, Cloud for Industry, and Copilot.

REFERENCE

• Release planner

REFERENCE

• Archived release plans

2025 release wave 2

Features releasing from October 2025 through March 2026.

Microsoft Dynamics 365

Microsoft Power Platform

Role-based Copilot offerings

2025 release wave 1

Features releasing from April 2025 through September 2025.

Microsoft Dynamics 365

Microsoft Power Platform

Role-based Copilot offerings

Microsoft Cloud for Industry

2024 release wave 2

Features releasing from October 2024 through March 2025.

Microsoft Dynamics 365

Microsoft Power Platform

Original source