New agentic platform in Dynamics 365 for Sales and Service

Qualify a lead, close a case, or walk into a renewal meeting fully briefed, all from the sales and service agents built into Dynamics 365. Ask a question and pull a grounded answer straight from your CRM and your calendar. Hand a prompt to Copilot Cowork and walk away with updated records, a finished presentation, and a drafted email, ready before your next meeting. Auto-fill a case description as you work, and walk into every quality review already scored against your team's framework.

Eric Boocock, Dynamics 365 Principal Program Manager, shares how these agents move with you from first prospect touch to case resolution, right inside the apps you work in every day. Along the way, he explains the mechanics of how everything works and your options to customize the experience with your own skills and instructions.

► QUICK LINKS:

00:00 - Agentic platform in Dynamics 365

01:03 - Sales Qualification & Opportunity Agents

01:44 - Case Management & Quality Evaluation Agents

02:25 - Sales Agent in action

04:30 - Copilot Cowork

05:44 - Automate repeated tasks

07:33 - Power behind agentic platform

08:50 - Custom skills via Power Apps + Dataverse

09:57 - Wrap up