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Dynamics 365 brings AI to the core of your business. It combines intelligent AI agents, Copilot experiences, and built‑in AI capabilities across ERP and CRM. With AI that analyzes data, automates tasks, and guides decisions in real time, you can manage sales, service, finance, and supply chain operations more easily. Use any Dynamics 365 app on its own or connect them to unify teams, streamline processes, and unlock faster insights.
This article summarizes AI agents, Copilot experiences, and AI capabilities across Dynamics 365 apps.
Capabilities in Dynamics 365 apps inherited from Power Apps
Dynamics 365 apps such as Sales, Customer Service, and Customer Insights are model-driven apps built in Power Apps and run on Microsoft Dataverse, the underlying data platform for Power Platform. Because of this shared platform foundation, all Copilot and AI capabilities available in model-driven apps are automatically available across these Dynamics 365 apps.
Note
Some AI features might not appear in every model-driven app or need to be enabled.
The following table lists the Copilot and AI features in Dynamics 365 apps inherited from model-driven apps.
| Feature | Description | Learn more |
|---|---|---|
| Microsoft 365 Copilot (preview) | Helps you get summaries, suggestions, and guided actions within your app. It streamlines tasks and boosts productivity by providing contextual assistance based on your organization's data. | |
| Agent feed (preview) | Lets you manage and work with agents directly within your apps. It makes the app a central place for human‑agent collaboration by providing a complete activity feed that shows everything agents do for you, wherever you are in the app. | |
| Power Apps MCP Server (preview) | Helps enable agents to automate repetitive app tasks, such as creating Dataverse records from unstructured content with built‑in human review. It also provides supervision tools through the agent feed that let users review, assist, and take control of agent actions via agent‑human handoff. | Model-driven apps - Power Apps |
| Form fill assistance | Helps you complete forms more efficiently by suggesting relevant values based on context. It analyzes available data to autopopulate fields and reduce manual input. This helps you to fill forms faster and with fewer errors. | |
| Find data in a view | Helps you quickly locate and narrow down your data using natural language, without relying on complex filtering options. The feature analyzes intent and context to surface the most accurate results, reducing the need for manual searches. | |
| Visualize data in a view | Visualizes the data in your view as an interactive chart to help you understand trends, patterns, and relationships easily. The chart is based on the visible columns and can be personalized to support deeper exploration. | |
| Row summary | Provides you quick, concise, AI‑generated summaries of selected records so you can understand key details without opening each item. It highlights important fields and recent updates, helping you review information faster and act with context. | |
| Timeline highlights | Creates an AI-generated, bulleted list that appears at the top of the timeline. These highlights summarize key activities—such as user interactions, reported issues, and steps taken—so you can understand the record's status at a glance. |
Capabilities in Dynamics 365 apps inherited from finance and operations apps
You can add Copilot to solutions with finance and operations apps. The finance and operations apps in Dynamics 365 share Copilot capabilities, and there are also app-specific agentive features. This section provides an overview of Copilot and AI agent capabilities in the finance and operations apps.
The following Copilot experiences are available in all finance and operations apps.
| Feature | Description | Learn more |
|---|---|---|
| Generative help and guidance | Copilot transforms the support experience with a conversational sidecar in finance and operations apps. Users can enter questions or express their needs directly in the app. | Generative help and guidance with Copilot |
| Workflow history summary | Users can get an AI-generated summary of the workflow history that they're viewing on the Workflow history page. | Workflow history summary |
| Enhanced user feedback for Copilot and related experiences | Users can provide product feedback to Microsoft by selecting thumbs-up or thumbs-down buttons. | Enhanced user feedback for Copilot and related experiences |
| Chat with finance and operations data | Users can ask questions of an agent that derives the answers from the structured finance and operations data that the user has access to. | Chat with finance and operations data |
| Immersive Home (production ready preview) | There's a new workspace that helps users work hand in hand with AI agents and focus on the most important work items. | Immersive Home (production ready preview) |
| Use Model Context Protocol for finance and operations apps | The Dynamics 365 ERP MCP server provides a dynamic framework for agents to perform data operations and access the business logic of finance and operations apps. Developers can build agents that work with data and perform nearly any function that's available to a user through the application interface, without the need for custom code, connectors, or APIs. | Use Model Context Protocol for finance and operations apps |
| Build an agent with Dynamics 365 ERP MCP | The Dynamics 365 ERP MCP server provides a dynamic framework for agents to perform data operations and access the business logic of finance and operations apps. Developers can build agents that work with data and perform nearly any function that's available to a user through the application interface, without the need for custom code, connectors, or APIs. | Build an agent with Dynamics 365 ERP MCP (production ready preview) |
Learn more at Available Copilot features in finance and operations apps.
Dynamics 365 Business Central
Copilot is an AI-powered assistant that helps spark creativity, boost productivity, and eliminate tedious tasks. Copilot in Business Central is the world's first AI-powered assistant across all lines of business. With Copilot in Business Central, small and medium-sized organizations empower their workers through intuitive AI tools that boost creativity and save time.
The following Copilot experiences are available in Business Central.
| Feature | Description | Learn more |
|---|---|---|
| AI-powered item marketing text | Copilot provides AI-powered writing assistance for Business Central users responsible for authoring marketing text (product descriptions) on items sold in online shops, like Shopify. With the click of a button, Copilot generates text that's engaging and creative, and that highlights key attributes of the specific item. | Marketing text suggestions with Copilot |
| Analyze data in lists | With analysis assist, you can express the structure you want in natural language and get a suggested layout as a starting point. Copilot can also help by adding fields from related tables. | Analyze data in lists with Copilot |
| Autofill fields with Copilot | Copilot assists you by automatically filling in editable blank fields on your page. These suggestions can be based on your Business Central data, AI-generated, or based on information from the web. | Autofill with Copilot |
| Chat with Copilot about business data | Users can ask questions of an agent that derives the answers from the data that the user has access to in Business Central. | Chat with Copilot |
| Map e-documents to purchase order lines | Copilot improves the mapping and matching of lines on vendor invoices to purchase orders. It reduces time spent on tasks that normally require extensive search, lookup, and data entry. | Map e-documents to purchase order lines with Copilot |
| Reconcile bank accounts | Bank account reconciliation assist is a set of AI-powered features that help you reconcile bank accounts. Copilot uses AI technology to inspect unmatched transactions and identify more matches, based on the dates, amounts, and descriptions. | Reconcile bank accounts with Copilot |
| Suggest lines on sales documents | Sales line suggestion can assist with creating lines on sales documents such as sales quotes, orders, and invoices based on structured input or natural language. | Suggest lines on sales documents with Copilot |
| Suggest substitute items | The suggest item substitutions capability for Copilot can speed up the process of finding similar items to use as substitutes when the originally requested item is out of stock. | Suggest substitute items with Copilot |
| Suggest number series | Copilot can help you quickly generate number series in Business Central with AI assistance, making it faster to set up numbering patterns for documents and records. | Suggest number series with Copilot |
| Summarize records | Use Copilot to get a quick summary of a record, such as a customer, item, or sales order. Copilot uses AI to generate two or three concise bullet points that provide details and insights about the data. | Summarize with Copilot |
| Sales Order Agent | Sales Order Agent helps Business Central users automate the process of capturing sales orders. The agent uses AI to analyze customer requests received via email and locates the customer in Business Central. | Sales Order Agent overview |
| Payables Agent | Processing vendor invoices often creates bottlenecks and relies on accounting knowledge and mapping data and business rules to register invoices correctly. The Payables Agent monitors mailboxes for incoming vendor invoices, uses AI to analyze invoice content, and shows invoice drafts to agent supervisors for review. | Payables Agent overview |
Learn more at What is Copilot in Business Central?
Dynamics 365 Commerce
Dynamics 365 Commerce offers the following Copilot experiences.
| Feature | Description | Learn more |
|---|---|---|
| Customer insights by Copilot | Store associates can use Microsoft Copilot to enhance customer interactions and create personalized shopping experiences in Dynamics 365 Commerce. | Customer insights by Copilot |
| Product insights by Copilot | Store associates can use Microsoft Copilot-generated product insights to quickly understand product information and deliver informed shopping assistance in the Microsoft Dynamics 365 Commerce Store Commerce app. | Product insights by Copilot |
| Store report insights by Copilot | This feature uses AI to generate natural language summaries of store reports in the Dynamics 365 Commerce Store Commerce app. | Store report insights by Copilot |
| Copilot AI-generated summaries that are relevant to statement posting on two pages: the Store financials workspace page and the Statements page. | The Enable Copilot based summary and insights for Calculated and Posted statements feature uses Copilot to offer a comprehensive summary of insights that are derived from posted and unposted statements and transactions from the last seven days. The summary has two sections: Status and Risks. | Enable Copilot statement posting summaries |
| Use Copilot in site builder to enrich product detail pages | Copilot in site builder works seamlessly with Dynamics 365 Commerce site builder to help you quickly create product enrichment and marketing content customized for your target audience and brand tone. | Use Copilot in site builder to enrich product detail pages |
| Streamline your merchandising process with Copilot-based insights | Copilot can help you get a comprehensive summary of insights for the merchandising configurations of your retail channels. Use this summary of insights to simplify your merchandising workflows in Dynamics 365 Commerce. | Streamline your merchandising process with Copilot-based insights |
Dynamics 365 Customer Insights
Copilot in Customer Insights helps you work faster and smarter by turning natural language into actionable insights. From creating journeys and segments to analyzing data quality and refining content, these AI-powered features simplify complex tasks so you can focus on delivering personalized experiences.
Customer Insights - Data
| Feature | Description | Learn more |
|---|---|---|
| Dialog with data | Lets you ask questions in natural language to quickly generate insights about your customers. | Have a dialog with data using Copilot |
| Answers to capability questions | Gets answers to questions about Customer Insights - Data and its features. | Get answers to questions about capabilities from Copilot |
| Segment creation | Creates segments using everyday words without detailed knowledge about the data schema. | Create segments with Copilot |
Customer Insights - Journeys
| Feature | Description | Learn more |
|---|---|---|
| Set up proactive outreach | Conversational journeys combines Dynamics 365 Customer Insights - Journeys, Dynamics 365 Contact Center, and AI agents built with Copilot Studio to deliver customer experiences at scale. | Conversational journeys overview |
| Create journeys | Creates real-time journeys for you based on your journey goals and objectives that you can describe in natural language. | Create journeys using AI assistance |
| Target the right customers | Creates segments for your journeys based on your criteria that you can describe in natural language. | Target the right customers using query assist |
| Create emails | Generates email content based on key points or a selected topic in a tone of voice that matches your message. | Use AI to kickstart email creation |
| Recommend images | Interprets the written and visual context of your messages, ensuring that recommended images enhance rather than detract from the overall communication. | Use images in your content |
| Rewrite and improve content | Improves and polishes your content. | Refresh and perfect your message |
Dynamics 365 Customer Service and Dynamics 365 Contact Center
This section provides an overview of Copilot and AI agent capabilities in Dynamics 365 Customer Service and Dynamics 365 Contact Center.
Copilot capabilities in Dynamics 365 Customer Service and Dynamics 365 Contact Center
| Feature | Description | Learn more |
|---|---|---|
| Ask a question | Lets you ask a question about your data. When you sign in to any of the service representative apps, Copilot opens in the right side panel with the Ask a question tab ready. Copilot acts as your partner, helping to answer questions without you having to search for the information. | Use Copilot to ask a question |
| Auto prompts | Suggests prompts based on the context of an active case or the conversation. | Use auto prompts |
| Proactive prompts | Suggests prompts proactively, without you having to type one, that you can use to prioritize cases effectively and solve customer queries quickly. | Use proactive prompts |
| Summarize conversations | Summarizes conversations to provide context and relay the steps that you took to solve the issue. You can summarize chat and transcribed voice conversations. | Use Copilot to summarize conversations |
| Use Copilot-generated case summaries | Use Copilot-generated case summaries in Customer Service that help you quickly understand the context of a case and resolve customer issues more efficiently. | Use Copilot-generated case summaries |
| Summarize a case | Summarizes a case based on the case fields and activities associated with the case in non-Microsoft CRM systems. | Summarize cases in non-Microsoft CRM systems |
| Draft emails | Drafts emails based on instructions provided in the email editor or predefined prompts. | Draft emails with Copilot |
| Chat with case data | Lets you have conversation with your case data. Microsoft 365 Copilot works across Microsoft 365 apps to help you unlock business scenarios in your organization. | Use Microsoft 365 Copilot to chat with with case data |
| Generate resolution notes | Generates resolution notes based on the case details, emails, and notes linked to the case to help you close the case or incident faster. | Generate resolution notes with Copilot in non-Microsoft CRM systems |
| Generate knowledge draft | Generates a knowledge draft when you resolve a case and select the option to propose knowledge article for the case. | Use Copilot to generate knowledge drafts from cases |
| Copilot analytics report | Helps service representatives complete tasks related to conversations and email more easily. With the Copilot report, supervisors and customer service managers can identify the effect that Copilot is having across their customer service operation. | View Copilot analytics report |
AI agents in Dynamics 365 Customer Service/Dynamics 365 Contact Center
| AI agent | Description | Learn more |
|---|---|---|
| Case Management Agent | Helps automate case lifecycle—create, update, resolve, and close—to save time that service representatives otherwise spend on manually filling case details. | - Use Case Management Agent to create and update cases - Use Case Management Agent to resolve cases - Use autonomous agent to follow up and close cases |
| Customer Knowledge Management Agent | Helps extract knowledge from cases and manage customer knowledge in real time. After a case is closed, the Customer Knowledge Management Agent analyzes case details, fills knowledge gaps, and makes sure of compliance. | Use Customer Knowledge Management Agent to create and manage knowledge articles |
| Quality Evaluation Agent | Helps generate autonomous and AI-assisted assessments of customer interactions across cases and conversations using an evaluation framework defined by supervisors. | Use Quality Evaluation Agent to evaluate customer engagement |
| Customer Intent Agent | Uses generative AI to identify the most common intents and suggests new ones, helping you understand customer needs better. | Use Customer Intent Agent-based suggestions to handle conversations |
| Customer Intent Agent for voice | Uses generative AI to autonomously discover intents in your Dynamics 365 Contact Center instance. Intent benefits self-service scenarios by enabling agents to quickly understand customer needs, guide conversations with follow-up questions, and provide tailored solutions in real time. | Set up voice agents to use intents |
| Intent-driven routing | Enhances the efficiency and accuracy of routing customer interactions. By capturing customer intents from incoming conversations and mapping them to appropriate solutions, intent-driven routing makes sure that customer queries are directed to the most suitable service representatives. | Use intent-driven routing to route conversations |
| Rollout manager | Helps AI administrators and supervisors adopt autonomous AI agents in a phased, guided, and controlled manner. | Use rollout plans to manage AI agents |
| Agent insights dashboard | Equips supervisors with real-time visibility into key performance indicators and operational trends regarding their AI agents. | View the Agent insights dashboard to monitor AI agent performance |
Dynamics 365 Field Service
This section provides an overview of Copilot and AI agent capabilities in Dynamics 365 Field Service.
Copilot capabilities in Dynamics 365 Field Service
| Feature | Description | Learn more |
|---|---|---|
| Natural language questions | Ask questions in natural language about the data and information stored in the system. Use a library of predefined prompts to get Copilot working for you quickly. | Use Copilot in the Dynamics 365 Field Service web application |
| Work order update | Use natural language (text or speech) in the mobile app for Copilot to suggest and update work order fields, such as booking status, times, tasks, and line items. | AI-powered work order update (preview) |
| Work order summaries | Generate on-demand summaries of a work order to quickly see status, priority, related activities, and recommended next actions. | Summarize work orders with Copilot |
| Inspection template creation | Upload PDFs or images and have Copilot convert them into draft inspection templates that you can edit, publish, and add to work orders. | Create inspection templates with Copilot |
| Supervise agents with agent feed | Review, validate, and complete agent-generated, actionable tasks. | Supervise agents with agent feed |
| Form-fill assistance | Get suggestions for field content when filling out forms in the Field Service web app. | Use Copilot's form fill assistance |
| Find data in a view | Quickly find, filter, and sort records without using advanced filtering tools. | Find data in a view |
| Visualize data in a view | Generate charts directly from a view to visualize data and interact with it. | Visualize data in a view |
| Get row summaries | Obtain a concise overview of key details about a record. | Use row summaries |
| Use timeline highlights | Highlight key events in a record's timeline to quickly understand its history and status. | Use timeline highlights |
AI agents in Dynamics 365 Field Service
| AI Agent | Description | Learn more |
|---|---|---|
| Scheduling Operations Agent | Enables dispatchers to efficiently optimize resource schedules - interactively through the schedule board or in asynchronous batches. Create custom optimization goals and weight objectives according to your organization's needs. This preview feature simplifies making changes for cancellations, delays, or availability updates, enhancing efficiency and reducing the need for manual rescheduling. | Scheduling Operations Agent overview (preview) |
Dynamics 365 Finance
This section provides an overview of Copilot and AI agent capabilities in Dynamics 365 Finance.
Copilot capabilities in Dynamics 365 Finance
The following Copilot experiences are available in Dynamics 365 Finance
| Feature | Description | Learn more |
|---|---|---|
| Collections coordinator summary | Collections coordinator summary is a feature of Dynamics 365 Finance that shows AI-generated summary text in the Collections coordinator workspace and generates a reminder letter that contains AI-generated text. | Collections coodinator sumary |
| Customer page summary | Customer page summary is a feature in Dynamics 365 Finance that is powered by Azure OpenAI Service's large language model. It shows AI-generated summary text at the top of the customer page when a user opens it. | Customer page summary |
| Workflow history summary | Workflow history summary is a feature in Dynamics 365 Finance that is powered by Azure OpenAI Service's large language model. It shows AI-generated summary text on the existing Workflow history page for all workflow document types. | Workflow history summary |
| Agent management (production ready preview) | Agent management is a preview feature in Microsoft Dynamics 365 finance and operations apps that enables autonomous AI-powered agents. The feature lets users discover, configure, and manage those agents. | Enable agent management (production ready preview) |
AI agents in Dynamics 365 Finance
The following AI agent experiences are available in all Dynamics 365 Finance apps.
| Feature | Description | Learn more |
|---|---|---|
| Account Reconciliation Agent (production ready preview) | Reconciliation of data is a time-consuming process that you often defer until the end of a period. This deferral adds time and headaches to the completion of period end tasks. The subledger to general ledger reconciliation feature changes this process to be proactive rather than reactive when a difference is identified. Use Copilot to notify you of a difference between the subledger and the general ledger, provide options for how to resolve the issue, and eventually resolve the issue on your behalf. Reconciliation is no longer a bottleneck but is always in a continuous state of readiness. | Account Reconciliation Agent (production ready preview) |
Dynamics 365 Sales
This section provides an overview of Copilot and AI agent capabilities in Dynamics 365 Sales.
Copilot capabilities in Dynamics 365 Sales
| Feature | Description | Learn more |
|---|---|---|
| Record summarization | Generates a concise summary of key information from sales records such as leads, opportunities, and accounts. |