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Business applications

Microsoft's CRM and ERP applications, Dynamics 365, with built-in Copilot features and agents for sales, service, field service, finance and supply chain, all on the Dataverse platform shared with Power Platform.

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Overview

Dynamics 365 is a set of separately licensed apps. On the customer side: Sales, Customer Service, Contact Center, Field Service and Customer Insights. For operations: Finance, Supply Chain Management, Project Operations, Human Resources and Commerce. Business Central serves smaller companies.

Microsoft now builds agents into these apps, for example the Sales Qualification Agent, the Case Management Agent in Customer Service, the Scheduling Operations Agent in Field Service and the Payables Agent in Business Central. Several features, including building agents with the Dynamics 365 ERP MCP server, are labeled production ready preview.

Dynamics 365 Guides and Remote Assist reach end of support on December 31, 2026, after which the apps stop working.

Dynamics 365 apps store data in the same Dataverse platform that Power Apps uses, so simpler processes may be covered by a Power Apps solution or Business Central instead of the larger apps.1234

Problems it addresses

  • Lead qualification takes seller time2

    The Sales Qualification Agent researches leads, judges fit and can send outreach emails.

  • Manual case handling2

    The Case Management Agent in Customer Service creates, updates, resolves and closes cases.

  • Invoice entry bottlenecks2

    Business Central's Payables Agent reads vendor invoices from mailboxes and drafts them for a person to review.

  • Connecting agents to ERP logic2

    The Dynamics 365 ERP MCP server lets agents work with data and business logic in finance and operations apps without custom connectors.

  • Retiring mixed reality apps3

    Guides and Remote Assist stop working after December 31, 2026; their data stays in Dataverse.

A typical workflow

  1. Map processes to apps1

    Match each process, such as lead to order or case to resolution, to a Dynamics 365 app.

  2. Set up the environment4

    Create and manage Dataverse environments in the Power Platform admin center.

  3. Turn on Copilot and agents2

    Enable agent features per app and supervise agent work through the agent feed (preview).

  4. Extend with low code4

    Build extra apps on the same Dataverse data with Power Apps instead of separate integrations.

  5. Build custom agents2

    Use the ERP MCP server or Copilot Studio for agents that act on business data.

Technologies

  • Suite

    Microsoft Dynamics 365

    Dynamics 365 is Microsoft's family of CRM and ERP applications, including Sales, Customer Service, Contact Center, Field Service, Customer Insights, Finance, Supply Chain Management and Business Central, with Copilot features and prebuilt agents. CRM apps run on Dataverse. Guides and Remote Assist end on 31 Dec 2026.

    • Copilot and apps
    • Agents
    • Data

Use cases

Documented implementations

Next steps

  1. Pick one high-volume process, such as lead qualification or invoice entry, for an agent pilot.

  2. If you use Guides or Remote Assist, export data and choose a replacement before December 31, 2026.

  3. Check which agent features are still in preview before relying on them in production.

Sources

  1. Microsoft Dynamics 365 documentation hub (opens in a new tab)Microsoft · Vendor-reported
  2. Agents, Copilot, and AI capabilities in Dynamics 365 apps (opens in a new tab)Microsoft · Vendor-reported
  3. Dynamics 365 Guides and Remote Assist reaching end of support on December 31, 2026 (opens in a new tab)Microsoft · Vendor-reported
  4. What is Power Apps? (opens in a new tab)Microsoft · Vendor-reported

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