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.
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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.
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.
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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.
