Microsoft brings Dynamics 365 CRM into Teams and Copilot with 30 new skills and autonomous agents
IA en un minuto newsroom · Editor: Jon Elgezabal
In 30 seconds
Microsoft wants people who sell or support customers to have Dynamics 365 data at hand without leaving Copilot or Teams. There are 30 ready-made skills for marketing, sales and customer service, already open to everyone in Cowork and still in private testing in Autopilot. Microsoft also brings two autonomous agents, Service Agent and Sales Development Agent, and the latter will use up Copilot credits from November 16.
Microsoft announced on Thursday, October 8, new AI features for Dynamics 365, its customer relationship management (CRM) software. The idea is that customer data and actions come to Copilot, its AI assistant, and to Teams, where sales and customer service teams already work, instead of people having to go to the CRM.
There are 30 new pre-built skills for sales, customer service and marketing, which extend the new Copilot experience introduced on September 25. With them, a seller can spot at-risk deals and propose CRM record updates for review; a service rep can review the history of a case, research an answer to a question and draft a response; and a marketer can draft on-brand emails. They are generally available in Cowork, the Copilot mode for addressing immediate needs and preparing complete deliverables; in private preview in Autopilot, the mode for delegating recurring work; and in Code, meant for reusable solutions, through the Frontier program.
According to the Dynamics 365 blog post, the skills work with more than 180 tools across Dynamics 365 Sales, Customer Service and Customer Insights, and organizations can extend them into custom agents. People remain in control: the skills distinguish between analysis, recommendations, proposed changes and completed actions, so that a draft does not appear as a sent message. Availability and use depend on administrator configuration, consent, licensing and the policies of each organization.
Dynamics 365 CRM in Teams arrives in public preview. Once a Teams channel is connected to a customer account, AI agents can deliver real-time updates there, such as pre-meeting briefs or case notifications.
There are also two autonomous agents, which organizations manage and govern through Agent 365. Service Agent in Microsoft 365, built to help customers from Outlook, Teams, Word, Excel and PowerPoint, understands the request, drafts a response for a person to review and approve and, when the issue requires formal tracking, creates the case in the CRM. For now it is only being tested by a select group of Frontier program customers, in private preview.
Sales Development Agent, announced in 2025, researches prospects, writes them personalized messages from its own Exchange email account and hands opportunities to sellers when they are ready for a human conversation. It is managed in Teams and connects to leading CRM platforms. It is in public preview and will start consuming Copilot credits on November 16, 2026. Adobe, which has tried it in a limited launch, says that in three weeks it has driven meetings with more than 10 customers it would not have reached otherwise.
Why it matters · analysis and opinion
For decades, the CRM has been a separate application people had to open to look up a customer or log an activity. Microsoft turns that around: the software stays as the foundation for data and processes, and the work gets done from the assistant and the team chat that are already open all day. For a company that already uses the Microsoft CRM, the practical step is to try the generally available skills in Cowork with a small team and check what the AI proposes and what really changes in the records. The autonomous agents call for more patience: they are still in preview, one of them only for selected customers, and the prospecting agent will begin consuming credits in November, so its real cost cannot be worked out yet.
Official source: Microsoft · Written with the help of AI: how we make the news
