The Dynamics world is in the middle of an exciting phase. What began a year ago as digital assistance is now evolving into a new era of automation: AI agents are taking on tasks independently, analysing processes and acting in real time – directly in Microsoft Dynamics 365.

With the Wave 2 / 2025 release, Microsoft is focussing on the topic of agent-based automation. The goal is clear: to intelligently outsource routine tasks, prepare decisions and relieve employees in a targeted manner. But what is really behind it? And how will this change day-to-day work with Dynamics 365?

From co-pilot to AI agents – the next step

Microsoft Copilot, which many users already know from Business Central, Sales, Customer Service or Power Platform, was previously an interactive helper: it suggested answers, formulated e-mails, summarised customer communication or provided evaluations in natural language.

With the new AI agents, Microsoft is now going one step further: these agents no longer just work reactively, but actively within the system. They can start processes, trigger actions and move independently through user interfaces – i.e. “click”, “type” and “search” without a human issuing each command individually.

In practice, this means that Dynamics users will not only be assisted in future, but also accompanied. The agent will become a virtual colleague who thinks ahead, acts with foresight and takes over routine work.

Examples from practice

1. sales automation in Dynamics 365 Sales

An AI agent searches through incoming leads, analyses customer profiles and suggests targeted next steps – such as which products are particularly relevant or when is the ideal time to make contact.

It can automatically suggest appointments, create follow-ups or post status updates in teams. This allows the sales team to remain focused on the actual dialogue with the customer.

2. Intelligent customer service with Dynamics 365 Customer Service

In the service area, an agent can evaluate incoming tickets, search for relevant knowledge articles and directly suggest recommended actions.

It learns with every interaction, recognises recurring problems and independently optimises the prioritisation of requests.

Another highlight: the combination with omnichannel routing. In future, agents will decide in real time which employee is best suited to handle an enquiry – based on skills, availability and previous history.

3. Efficiency in field service with Dynamics 365 Field Service

Here, companies benefit from the new Exchange integration: bookings, service calls and appointments are automatically synchronised with Outlook and Teams.

AI agents can reschedule service appointments when deliveries are delayed or technicians are unavailable – without any manual intervention.

The technological foundation: Copilot Studio & Microsoft Fabric

To ensure that these automations work, Microsoft has significantly expanded the foundation.

Copilot Studio (formerly Power Virtual Agents) enables the creation and control of agents that can interact with Dynamics, Power Automate, Dataverse, and external APIs.

Agents can perform UI actions – i.e. operate user interfaces, make entries or retrieve data.

Through integration with Microsoft Fabric and Azure OpenAI Service, they access large amounts of structured enterprise data and combine it with language intelligence.

The result: AI-supported workflows that are seamlessly integrated into the Dynamics interfaces – secure, traceable and completely in the Microsoft cloud.

Opportunities for businesses

1. Increased productivity – Recurring tasks can be automated. This saves time and creates space for value-adding activities.

2. Quality & consistency – Decisions are based on consistent data and processes.

3. Personalised user experience – Copilot learns from individual work patterns and provides more relevant suggestions.

4. Seamless integration – Dynamics becomes the heart of a fully connected working environment.

Challenges and open questions

As much potential as the technology offers, companies should plan its introduction carefully.

Data quality: AI can only be as good as the information it works with.

Governance & security: Automated agents must follow clearly defined rules.

Acceptance within the team: Employees must understand that agents are tools – not a threat.

Conclusion

The new generation of AI agents in Dynamics 365 marks a turning point. They go beyond traditional assistance and take on tasks independently – quickly, reliably and around the clock.

This opens up the opportunity for companies to fundamentally transform their processes: less routine, more added value. Those who pilot early on benefit twice – through experience and a competitive edge. Connamix supports you in integrating these new technologies into your Dynamics environment in a targeted manner – from the initial idea to productive implementation.