Bringing CRM into the flow of work and agents into business process for sales and service teams

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.

Bringing CRM into the flow of work

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: