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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Admins, makers, marketers, or analysts, automatically | 
Nov 18, 2025 |
- | - |
Business value
With this capability, developers can simplify integrations of AI agents. You save significant development time and resources, and your team can focus on higher-value tasks.
Service representatives can connect to their favorite AI agent, such as in Microsoft Teams or Microsoft 365 Copilot, through the Model Context Protocol (MCP) server. Connecting to an AI agent is as easy as installing a new mobile app. When representatives use an AI agent, they increase their productivity. Faster resolution times and improved customer satisfaction follow.
Feature details
Unlock more powerful AI automation across service workflows
Service representatives can now use AI agents to perform rich actions such as case enrichment, drafting and sending email responses, or recommending next steps. With the Dynamics 365 Customer Service MCP server, teams can automate key parts of the support lifecycle while ensuring each interaction complies with your organization’s data and security standards.
Because the MCP server works across the broader MCP ecosystem, you can combine it with the Dataverse MCP server or other business‑app MCP servers to orchestrate cross‑functional workflows. For example, resolving a support case and then triggering downstream actions in ERP or sales systems.
What’s new: Available tools in the Dynamics 365 Customer Service MCP server
The new Dynamics 365 Customer Service MCP server introduces a powerful set of tools that enable AI‑driven updates, recommendations, and customer communications.
Customer Service MCP server tools
| Tool | What it does |
|---|---|
enrich_case |
Enriches a case by predicting and updating fields using AI‑powered suggestions (for example, from an email activity). |
get_next_suggestion_on_case |
Provides recommended next steps for a case using contextual signals such as customer messages or case history. |
draft_email_with_suggested_response |
Drafts a customer‑ready response using case context and suggested actions. |
send_email |
Sends a previously drafted email using Dataverse email records. |
resolve_incident |
Resolves a case with required resolution notes. |
Dataverse MCP server tools (commonly used alongside Customer Service)
These tools allow agents to read, write, and update Dataverse data, enabling cross‑system workflows:
list_tablesdescribe_tableread_querycreate_recordupdate_recordretrieve_knowledge- and more
Geographic areas
Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.
Language availability
Visit the Explore Feature Language report for information on this feature's availability.
Related Content
Connect to Dynamics 365 Customer Service MCP Server with Model Context Protocol (preview) (docs)