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.

Learn more  

To learn more about enabling and using the Customer Feedback Survey Agent Powered by Microsoft Copilot Studio, read the documentation and the public preview blog post.  

The post Customer Feedback Survey Agent is now generally available appeared first on Microsoft Dynamics 365 Blog.

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 

• Ensures consistent, policy-compliant closure processes 

• 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. 

Learn more  

Watch a quick video introduction.  

To learn more, read the documentation:   

• Set up Case Management Agent for case follow-up and closure | Microsoft Learn 

• Use autonomous follow-up and closure of cases | Microsoft Learn 

The post Let it close itself: Smart, autonomous case closure is here appeared first on Microsoft Dynamics 365 Blog.

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.

Transforming sales with Sales Development Agent

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

Learn more about Sales Development Agent with Accenture

From System of Record to System of Action

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.

Join the movement to the Frontier with Copilot, agents, and agentic business applications

We know that moving to the Frontier isn’t just about technology. That’s why we’re partnering with Harvard Business School to collaborate on research and executive education to help you put this into practice at your own company. We’re also sharing new resources for leaders on their journey to the Frontier Firm with Frontier Function Guides for Sales, HR, and IT and a look inside our learnings at Microsoft–including three ways to turn insight into action. We’re committed to helping you transform—we’ll see you at the Frontier!

If you’re interested in learning more:

• Explore the Microsoft Ignite 2025 sessions to see agents and agentic business applications in action.
• Register for our year-end webinar to learn about more agents in Dynamics 365 (December 2, 2025)
• Join us at the Convergence ERP Conference (December 9-11, 2025).

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%.

The post Microsoft Ignite 2025: Powering Frontier Firms with agentic business applications appeared first on Microsoft Dynamics 365 Blog.

In today’s fast-paced digital landscape, customer expectations are higher than ever. They demand swift, accurate, and personalized support—without the friction of long wait times or repetitive interactions. Autonomous case resolution will redefine how support cases are managed and resolved. 

What is autonomous case resolution? 

Autonomous case resolution is a specialized sub agent within the broader Case Management Agent (CMA) ecosystem. It uses the identified intent to autonomously generate email responses after a case has been created, ensuring customer issues are resolved with minimal human intervention efficiently, intelligently, and empathetically.

Real-world impact 

Imagine a customer emailing a business about a defective product. The AI agent reads the email, identifies the issue, uses a custom agent to check the warranty status, and sends a replacement confirmation—all without human involvement. If the customer’s message is ambiguous, the agent requests clarification. If there’s no response, it escalates appropriately. This level of autonomy not only accelerates resolution times but also frees customer service representatives to focus on more complex, high-touch interactions. 

Key features and capabilities 

With Case Management Agent now generally available, customers can use several groundbreaking features of autonomous case resolution: 

• Intent-based resolution: The agent automatically determines customer intent and, based on that, drafts and sends an email, ensuring faster resolution.  

• Autonomous email drafting: The agent crafts professional, empathetic responses using predefined templates (if configured) tailored to various scenarios. Autonomous case resolution can also fall back to default email template replies, or inline email assist in case an email template cannot be identified.

• Custom agent integration: The agent can call upon other specialized agents to handle domain-specific tasks, ensuring seamless collaboration. 

• Smart escalation and handoff: If a customer’s intent remains unidentified, the case is escalated to customer service representatives. When an autonomous resolution is sent but the customer remains unresponsive for a defined period, the case follow-up and closure sub agent is triggered to ensure timely closure. 

• Multi intent handling: The autonomous case resolution feature handles multiple customer concerns in a single case. By resolving issues sequentially within one interaction, it delivers a unified experience for customers and reduces duplication for support teams. 

The road ahead 

Autonomous case resolution is more than just a tool, it’s a glimpse into the future of customer support. As it continues to evolve, it paves the way for a fully autonomous contact center experience, where AI agents handle the bulk of interactions, ensuring faster resolutions and higher customer satisfaction. 

Learn more  

Watch a quick video introduction.  

To learn more, read the documentation:   

• Set up Case Management Agent to resolve cases | Microsoft Learn 

• Use Case Management Agent to resolve cases | Microsoft Learn 

The post Revolutionizing customer support with autonomous case resolution  appeared first on Microsoft Dynamics 365 Blog.

Customer service organizations need tailored, high-productivity employee experiences in order to grow and scale. Dynamics 365 Copilot Service workspace (CSw), formerly known as Customer Service workspace, has long offered a robust multisession interface—but until recently, this capability was limited to a single, out-of-the-box app. That’s changing. With the introduction of custom multisession apps, organizations can now build and deploy multiple tailored workspace applications, each with its own sessions, productivity tools, and business logic.

Why custom multisession apps? 

Many enterprises operate multiple contact centers or service lines, each with unique workflows, security roles, and data models. Previously, these teams were forced to share a single CSw app, leading to complex sitemap configurations, overlapping views, and increased risk during solution deployments  

With custom multisession apps, each business unit can now have its own dedicated workspace. This customized approach is streamlining operations and reducing administrative overhead. 

This capability is especially valuable for organizations like banks, insurers, and government agencies, where different departments require strict separation of data and UI components. For example, a customer with four contact centers can now deploy four distinct multisession apps, each optimized for its specific audience. 

How it works 

Custom multisession apps are built on model-driven apps and enhanced through the Copilot Service admin center. Admins can enable the “Multisession with productivity tools” setting under Workspaces, which wraps the app in the familiar tabbed interface of CSw. Once enabled, the app supports session-based navigation, productivity tools like Copilot, and macros—just like the standard CSW experience. 

Developers can further extend these apps using the App Profile Manager (APM) JavaScript APIs. These APIs expose methods like createSession, createTab, and closeSession. This allows for deep customization of session behavior, including launching sessions from external systems or embedding third-party providers.

Real-world adoption 

Global organizations are already exploring custom multisession apps to support hybrid personas and dual-licensed users across sales and service scenarios. These apps allow them to consolidate functionality while maintaining the flexibility to tailor experiences per role. Feedback from early adopters highlights the value of maintaining a consistent tabbed layout while introducing new capabilities like Copilot and channel integrations. 

What’s next 

Custom multisession apps are now generally available. As the feature matures, Microsoft plans to expand support for additional productivity tools, session templates, and cross-app navigation scenarios. 

Whether you’re modernizing legacy deployments or scaling your service operations across multiple lines of business, custom multisession apps offer a powerful path forward. They combine the flexibility of model-driven apps with the productivity of CSw. 

Learn more 

To learn more, read the documentation: Enable multisession experience and productivity tools in custom apps | Microsoft Learn 

The post Use custom multisession apps in Copilot Service workspace  appeared first on Microsoft Dynamics 365 Blog.