Learn how agentic business applications are powering the Frontier Firm at Microsoft Ignite.
Redefine service for the agentic era
Lead the service transformation using Copilot and AI agents that work across touchpoints. Combining AI with human expertise boosts efficiency, enhances experiences, and frees teams to focus on what matters most.
Overview
Achieve more with agentic service
- Understand what customers want, ask follow-up questions, and provide tailored solutions as issues arise. The Customer Intent Agent continuously analyzes customer conversations for insights that are used to dynamically enhance self-service and rep-assisted interactions.
- Automatically build and maintain knowledge—including from articles, playbooks, workflows, and actions—with the Customer Knowledge Management Agent. Your content stays accurate, relevant, and ready to use for reps and self-service, with minimal manual effort.
- Empower customers to resolve issues through conversational agents for voice and digital channels such as text, chat, and web. With Dynamics 365 Contact Center, you can create a Copilot-first contact center that reduces wait times and improves satisfaction.
- Unify customer data across systems so every interaction is guided by relevant contextual details. Customers never have to start over—reducing repetition, speeding resolution, and building loyalty.
- Seamlessly manage customer requests from any channel with Dynamics 365 Customer Service. Reps have instant access to customer history, preferences, and open cases—plus they can use AI insights to proactively resolve issues and uncover upsell opportunities.
- Help teams resolve issues faster by using Copilot to summarize cases, recommend next steps, and draft responses across tools such as Microsoft Teams and Outlook.
- Equip supervisors with real-time dashboards, conversation insights, and key metrics needed to monitor performance and trends, manage staffing needs, and coach in the moment. Drive both efficiency and continuous improvement.
- Create, update, follow up with customers, and close cases automatically with the Case Management Agent for Dynamics 365 Customer Service. Reps spend less time on manual work and more time solving problems.
- Help dispatchers and field techs create work orders, optimize schedules, and inform customers with Copilot and agents now in preview in Dynamics 365 Field Service. Also, connect field operations with your contact center for faster issue resolution and more unified experiences.
- Unify platforms and streamline operations by connecting your contact center, field support, and Microsoft or third-party business systems. Reduce overhead, simplify integrations, and deliver end-to-end service experiences from front line to back office.
- Support automation and personalization by breaking down silos and securely connecting data across service operations, business apps, and Microsoft 365. Then, use AI that continuously learns, adapts, and generates insights to make decisions that drive meaningful outcomes at scale.
- Deploy prebuilt or custom agents that work alongside humans to solve common service challenges—without requiring a heavy IT lift. Also, built-in security, governance, and scalability allow you to confidently grow a digital workforce.
Why choose Dynamics 365?
Composable
Start with the capabilities you need and expand seamlessly. Build and adapt agents, workflows, and experiences with tools for automating tasks, personalizing service, and supporting faster responses to changing business needs.
Connected
Connect every touchpoint to give teams a complete view and drive more relevant, personal interactions.
Cognitive
Take advantage of Copilot and autonomous agents that work with teams to resolve cases, complete tasks, and optimize operations. Continuously improve service speed, quality, and customer satisfaction using built-in AI that learns from every interaction.
Products
Lead and innovate with agentic service solutions
Dynamics 365 Customer Service
Resolve issues faster by supporting reps with Copilot and agents.
Dynamics 365 Contact Center
Engage customers with agentic-led self-service that continuously improves.
Dynamics 365 Field Service
Deliver exceptional service by empowering field teams with AI assistance.
Dynamics 365 Customer Insights
Proactively engage customers by using AI-powered insights to deliver tailored experiences.
Microsoft Copilot Studio
Empower teams to easily create, customize, extend, and manage agents and workflows.
Microsoft Teams
Add telephony to Dynamics 365 Contact Center by connecting Microsoft Teams Phone.
Autonomous agents
Put AI agents built for service to work
Discover how autonomous agents in Dynamics 365 service solutions address emerging issues, uncover knowledge, and automate tasks to increase efficiency and cut costs.
Elevate your customer service with autonomous agents
Discover how service agents for Dynamics 365 can transform experiences by addressing emerging issues, uncovering knowledge, monitoring service quality, and automating processes.
Optimize field technician schedules in real time
View a demo of how dispatchers can use the Scheduling Operations Agent to adjust assignments based on dynamic conditions—minimizing delays and travel time while improving first-time fix rates. Now in preview.
Explore the Total Economic Impact™ of Microsoft Dynamics 365 service solutions
Read commissioned studies conducted by Forrester Consulting to learn how Dynamics 365 delivers measurable business value across service teams.
Learning hub
Get the latest resources on transforming service with AI
Demo
Dynamics 365 Customer Service
Uncover how service representatives exceed customer expectations by delivering personalized experiences on any channel.
Demo
Dynamics 365 Contact Center
See how your business can deliver effortless self-service and enable service representatives to work smarter.
Demo
Dynamics 365 Field Service
Find out how to transform service operations with AI and help your team deliver exceptional service.
Agent news
Experience the future of customer service with AI agents
See how agents are redefining service by automating tasks and boosting team capacity.
Agent news
Adopt AI safely and transparently with Agent hub in Dynamics 365
Help ensure secure, measurable AI deployments by using Agent hub to gain visibility and control.
Agent news
Improve customer support with AI-powered, intent-based routing
Deliver faster, more accurate service by using intents to route inquiries to the right resources.
Agent news
Reimagine workflows across your business with autonomous agents
Learn how to use autonomous agents to streamline operations and drive impact across functions.
Webinar
A recipe for resilience in the contact center
Explore key trends, challenges, and strategies to optimize your contact center for maximum impact.
Webinar
A day in a Microsoft service representative’s life
Hear service representatives at Microsoft explain how they use AI to drive productivity and best-in-class service.
Webinar
Empower service teams with AI
Learn how to improve your service experience from the contact center to the field.
Report
Moving beyond AI anxiety to AI action in the contact center
Find out why service leaders embrace AI—read survey results from Harvard Business Review Analytic Services.
Report
A recipe for resilience in the contact center
Read a Forrester Consulting paper on ways to use AI to elevate customer experiences and efficiency.4
Report
Generative AI success in the contact center starts with knowledge management
Get insights into knowledge management strategies from Harvard Business Review Analytic Services.
Research insights
Recognized by top industry firms
- Discover why Microsoft was named a Leader in The Forrester Wave™: Customer Relationship Management, Q1 2025.5
- Find out why Microsoft was recognized as a Leader in the 2025 Gartner® Magic Quadrant™ for the CRM Customer Engagement Center.6
- Learn why Microsoft was named a worldwide leader in four IDC MarketScapes for Field Service Management and Service Life-Cycle.7
Customer stories
Real customers, real results
“As a customer-centric organization, Lenovo is happy to innovate with Microsoft and [use] Dynamics 365 to deliver better … outcomes to our customers.”
Ken Zhou, Director, IT Product Management – Technology Solutions Delivery, Lenovo
20%
drop in handle time
15%
increase in rep productivity
“[We went] with a Microsoft-first approach, with the Dynamics 365 Contact Center services [connected] with the rest of the Dynamics platform ….”
Fiona Harris, Chief Information and Data Officer, VIVID
61%
annual increase in chatbot conversations
81%
reduction in abandonment rate
“With Dynamics 365, we reversed a $9 million yearly loss and also achieved a $30 million ROI over three years.”
Brian Balzer, Executive Vice President of Digital Technology & Business Transformation, G&J Pepsi-Cola Bottlers
$30M
ROI over three years
35
seconds to complete 180,000 once-manual steps
“There’s ... a halo effect .… Our colleagues are better informed and on point so we see the satisfaction scores go up all round.”
Adam Paice, Head of Digital Proposition, Virgin Money
>90%
customer inquiries met by Redi, a virtual assistant
“Intelligent use of technology keeps our customers’ needs at the heart of the transition to clean energy, and that’s why we selected Dynamics 365.”
Lee Durham, Director of Digital Technology, E.ON
20%
reduction in job duration
“We realized how [easily] Dynamics 365 applications talk to each other. Dynamics 365 Customer Service became the natural choice for student support.”
Joel Sangster, Business Development Manager, Milpark Education
50%
faster average query resolution time
>30%
reduction in average escalation time
Next steps
Try for free
Get hands-on experience with Dynamics 365 business applications for 30 days.
Chat with Sales
Available M-F 6 AM to 3 PM PT.
Take a guided tour
See how to support service representative productivity across channels with a closer look at Dynamics 365.
Get answers from experts
Request additional guidance from the Dynamics 365 team.
- [1]The Total Economic Impact™ Of Microsoft Dynamics 365 Customer Service, a commissioned study conducted by Forrester Consulting on behalf of Microsoft, March 2024. Results are over three years for a composite organization based on interviewed customers.
- [2]New Technology: The Projected Total Economic Impact™ Of Microsoft Dynamics 365 Contact Center and Teams Phone Extensibility, a commissioned study conducted by Forrester Consulting on behalf of Microsoft, August 2025. Results are over three years for a composite organization based on interviewed customers.
- [3]The Total Economic Impact™ Of Microsoft Dynamics 365 Field Service, a commissioned study conducted by Forrester Consulting on behalf of Microsoft, December 2023. Results are over three years for a composite organization based on interviewed customers.
- [4]A Recipe For Resilience In The Contact Center, a commissioned thought leadership paper conducted by Forrester Consulting on behalf of Microsoft, November 2024.
- [5]The Forrester Wave™: Customer Relationship Management Software, Q1 2025, Forrester Research, Inc., March 24, 2025.
Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivityhere. - [6]Gartner, Magic Quadrant for the CRM Customer Engagement Center, Pri Rathnayake, Drew Kraus, Francesco Vicchi, Jim Robinson, 27 October 2025.
Gartner is a registered trademark and service mark and Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. - [7]IDC MarketScape: Worldwide Field Service Management Applications 2023-2024 Vendor Assessment, IDC #US49989523e, December 2023
IDC MarketScape: Worldwide Service Life-Cycle Management Platforms 2023-2024 Vendor Assessment, IDC #US49989623, October 2023
IDC MarketScape: Worldwide Field Service Management Solutions for Utilities 2023-2024 Vendor Assessment, IDC #US50036223, October 2023
IDC MarketScape: Worldwide Field Service Management Solutions for Oil and Gas 2023-2024 Vendor Assessment, IDC #US50040023, November 2023