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Important
Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Admins, makers, marketers, or analysts, automatically | May 2025 | - | Oct 2025 |
Business value
With this capability, integrations of AI agents are simplified for developers, saving significant development time and resources and allowing teams to focus on higher-value tasks.
Service representatives can connect to their favorite AI agent, such as Claude, using the Model Context Protocol (MCP) server as easily as installing a new mobile app, and increase their productivity, leading to faster resolution times and improved customer satisfaction.
Feature details
Whether you're a developer building an AI agent to automate a part of the service workflow, or a customer service representative using AI agents such as ChatGPT and Claude to get work done, you can now connect Customer Service to your agents with the MCP server.
The integration provides the following capabilities:
- Update an account
- List all accounts
- Create a case
- Update a case
- List cases
- Draft an email response
- Send an email response
Dynamics 365 customers can use Microsoft Copilot Studio to build custom agents for service teams that include the Dynamics 365 Customer Service MCP server or connect Dynamics 365 with any other agent platform that supports the MCP protocol. By using the Customer Service MCP server in combination with MCP servers from other business applications such as Sales and ERP systems, customers can also automate complex cross-functional business operations with ease. For example, an order can be generated through the Dynamics 365 Business Central MCP server, after an MCP client is engaged with the Customer Service MCP server.