This article is contributed. See the original author and article here.
In today’s fast-paced digital landscape, customer service teams need speed and consistency to meet rising expectations. Copilot-powered email template recommendations deliver both by instantly suggesting the right template for every interaction helping agents respond faster with consistency to maintain brand trust.
What are Copilot-powered email template recommendations?
Copilot-powered email template recommendations is an AI-powered feature in Dynamics 365 Customer Service that transforms the way customer service representatives (CSRs) draft emails. Instead of manually searching through a library of templates, Copilot intelligently suggests the most relevant template based on email content, context, and thread intent. This capability ensures faster responses, improved accuracy, and consistent communication across customer interactions.
The feature works seamlessly within the email editor. Representatives can either:
Use inline prompts in the Email Assist card.
Let Copilot automatically match the prompt with stored templates and insert the most appropriate one.
If no suitable template is found, Copilot falls back to its standard drafting capabilities, ensuring uninterrupted workflow.
Real-world impact
The introduction of Copilot-powered email template recommendations significantly reduces administrative friction and accelerates case resolution. Here’s how it impacts organizations:
Time savings: CSRs no longer waste time searching for templates manually. Copilot’s contextual recommendations cut down response times dramatically.
Consistency: By leveraging preapproved templates, businesses maintain brand tone and compliance across all customer communications.
Improved customer experience: Faster, accurate responses lead to higher customer satisfaction and loyalty.
Operational efficiency: Integration with Line of Business (LOB) rules ensures that templates align with specific product lines or service categories, making responses more relevant
Key features and capabilities
Custom prompt support: Representatives can enter custom prompts in the Inline Email Assist, and Copilot matches these prompts with templates and generates contextualized drafts.
Representatives see the name of the selected email template. They can select a different email template if they want.
Copilot template recommendations: Copilot analyzes email content, case details, and intent to suggest the best-fit template. Recommendations appear directly in the email editor for quick access.
Fallback drafting: If no template matches, Copilot creates a draft using its generative capabilities.
Integration with knowledge sources: Optional toggle to include knowledge base content for richer responses.
LOB-based template selection: Tag templates to specific business lines, ensuring relevance for specialized cases.
Visual Indicators: Copilot-generated content is clearly marked, allowing agents to review and edit before sending.
This article is contributed. See the original author and article here.
We are thrilled to announce that the Customer Feedback Survey Agent, powered by Microsoft Copilot Studio in Dynamics 365 Contact Center, is now generally available for the chat channel.
Building on the capabilities offered in the public preview, you can now configure an enhanced and optimized survey runtime experience designed for better performance and usability on the chat channel. This enhancement introduces seamless integration with live chat workflows, ensuring the entire feedback process remains within the same chat window—eliminating the need to redirect users and creating a more streamlined survey experience for customers.
With survey agents, you can:
Gather customer feedback and configure contextual actions depending on the feedback.
Unify and centralize the process of configuring surveys across digital messaging, voice, and custom channels.
Use predefined templates to create surveys.
Allow supervisors to view and review feedback to develop actionable insights.
This article is contributed. See the original author and article here.
What’s one of the most persistent challenges in customer service? The last mile.
A resolution might be proposed, but what happens next often falls into a gray zone. Agents are waiting for a response, customers are going silent, SLAs are creeping past their due dates. It’s inefficient, inconsistent, and frequently unnoticed until metrics start to dip.
With the latest release, Customer Management Agent (CMA) addresses this decisively. CMA now handles follow-up and case closure in a fully autonomous way, delivering consistency, compliance, and operational clarity at scale.
From resolution to closure, without the gaps
Once a resolution is proposed, either manually or autonomously, CMA initiates a structured follow-up process:
Confirmation outreach: CMA automatically checks in with the customer to validate if the issue has been resolved.
SLA-aware reminders: Follow-ups are timed according to defined SLA policies and escalation thresholds.
Closure logic: If the customer confirms resolution, or remains unresponsive beyond the configured threshold, the case is closed automatically, with full traceability.
This not only reduces the manual workload, it ensures timely and consistent case closure.
Sentiment-savvy and context-aware
Case Management Agent doesn’t just check for a response, it interprets it.
For instance:
A “Thanks, this worked!” leads to confident closure.
A “Still not working” escalates the case and re-engages resolution workflows.
Ambiguous replies or no response? CMA applies retry logic and closure rules to make informed, policy-aligned decisions.
The agent operates with human-like judgment—at scale, with precision.
Controlled autonomy, by design
Autonomy doesn’t mean giving up control. With CMA, administrators have granular configuration options to tailor automation to their organization’s structure, policies, and customer expectations.
Admins can configure:
Automation level: Fully autonomous (no human intervention), semi-autonomous (human oversight included)
Field mappings and related entities for AI-based updates
Follow-up and closure email templates
Number, timing, and frequency of follow-ups
Business rules for closure, including SLA thresholds and exception handling
This ensures autonomy serves the business, not the other way around.
Why this changes the game for your team
Autonomous follow-up and closure goes beyond efficiency:
Reduces time and effort spent managing post-resolution tasks
Minimizes operational overhead by eliminating unnecessary manual steps
The road ahead
As organizations scale and customer expectations continue to rise, intelligent closure will become standard, not optional. CMA delivers this capability in a way that’s flexible, reliable, and easy to govern.
Because in modern customer service, a resolved case isn’t truly complete until it’s closed, intentionally and intelligently.
This article is contributed. See the original author and article here.
Frontier Firms put Copilot, agents, and agentic business applications at the core of their operating model to enrich employee experiences, reinvent customer engagement, reshape business processes, and bend the curve on innovation. Today, we’re announcing several new agentic capabilities to help customers move to the Frontier—read on to learn more.
Earlier in 2025, we introduced our vision for how AI agents will transform critical sales processes like building pipeline and qualifying leads. Today marks the next milestone in that journey with the Microsoft Sales Development Agent, available through the Frontier Program in December 2025. Many sales organizations are under pressure to deliver more revenue with limited resources, and the Sales Development Agent helps sales teams scale their impact. This allows sellers to focus on nurturing customer relationships and closing deals.
Features include:
Revenue and pipeline growth: The agent continuously researches prospects, crafts personalized outreach, and automatically follows up to ensure no lead is left behind.
Scalability: Fully independent, yet collaborative, the agent acts as a teammate, with the ability to hand off leads to human sellers when needed.
Security and governance: Built on Microsoft’s trusted security and compliance foundation and when enabled with Agent 365, the agent adheres to robust policies and access controls to ensure user data and workflows are protected.
Sales Development Agent connects with leading CRM systems like Salesforce and Microsoft Dynamics 365, and the Microsoft 365 apps your teams already use like Microsoft Outlook and Microsoft Teams.
The Microsoft sales team is among the first to use Sales Development Agent to reinvent the sales engagement process. With the use of Sales Development Agent, there was a 15.1% increase in the lead-to-opportunity conversation rate. 1
Sales leaders want to help sellers act on more leads, reach more customers, grow faster, and improve revenue per seller. Microsoft Sales Development Agent can make that possible by creating an infinitely scalable sales organization, so no lead is left behind. Accenture plans to pilot Sales Development Agent across our global inside sales-as-a-service business—which helps clients sell to customers around the world—to boost their reach and revenue while maintaining cost to serve. We’ll use what we learn to help clients leverage Sales Development Agent, scale their teams, and unlock new growth.
—Chris Hergesell, Sales Reinvention Lead, Accenture Song
In October 2025, we shared our vision for agentic business applications—built on agents, Copilot, and unified data. These components are what define Dynamics 365 as a system of action.
Today, we’re taking that vision further with updates to Model Context Protocol (MCP) servers across Dynamics 365 and Microsoft Power Platform, strengthening the foundation for agentic capabilities across your entire business. MCP servers are configurable bridges between the business data within your line-of-business (LOB) apps, and the agents you build using tools like Microsoft Copilot Studio. It serves as a universal intermediary, unlocking a unified platform agnostic access to app data, modernizing how AI agents are interoperable with your apps.
For customers of Dynamics 365 Sales and Customer Service, we’ve used MCP to simplify integration between agents in Dynamics 365 and the platforms used by sellers and service reps to execute complementary workflows, like lead research, engagement, and qualification, as well as case management and case resolution, available in public preview on November 21, 2025.
For customers of Dynamics 365 ERP, we are announcing the public preview of the MCP server that unlocks hundreds of thousands of ERP functions for real-time use. We are also introducing a new analytics MCP server in public preview starting in December 2025. These two servers provide a secure, standardized foundation to connect ERP data with AI-powered analytics, helping customers make faster, more accurate decisions and innovate without sacrificing governance.
We are also announcing the Power Apps MCP server in public preview that enables agents to seamlessly trigger app capabilities such as approvals, form submissions, and data retrieval. This makes every Power App a composable, reusable building block in your organization’s AI ecosystem empowering both citizen and professional developers to expose app functionality to agents with confidence and control.
Lastly, the Dataverse MCP server, now generally available, allows people to benefit from natural language interactions, receiving real-time answers grounded in Dataverse data, while makers and admins gain powerful, built-in tools for data operations, search, and prompt execution.
We see tremendous excitement from customers and partners for agentic Dynamics 365 applications. Take Ramp, a financial operations platform designed to save companies time and money. Ramp built an agentic solution, currently in preview, using Microsoft Foundry that integrates with Dynamics 365 Business Central and Teams to streamline employee expense management.
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1 Internal Microsoft sales team data based on time period January 1 to November 7, 2025. Total customers outreach by the agent: 61,734. Lead-to-opportunity ratio (sales qualification): 15.1%.
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