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. <\/p>\n\n
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? <\/p>\n\n
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.<\/p>\n\n
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. <\/p>\n\n
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. <\/p>\n\n
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.<\/p>\n\n
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. <\/p>\n\n
In the service area, an agent can evaluate incoming tickets, search for relevant knowledge articles and directly suggest recommended actions.<\/p>\n\n
It learns with every interaction, recognises recurring problems and independently optimises the prioritisation of requests.<\/p>\n\n
Another highlight: the combination with omnichannel routing. In future, agents will decide in real time which employee is best suited to handle an enquiry \u2013 based on skills, availability and previous history. <\/p>\n\n
Here, companies benefit from the new Exchange integration: bookings, service calls and appointments are automatically synchronised with Outlook and Teams.<\/p>\n\n
AI agents can reschedule service appointments when deliveries are delayed or technicians are unavailable \u2013 without any manual intervention.<\/p>\n\n
To ensure that these automations work, Microsoft has significantly expanded the foundation.<\/p>\n\n
Copilot Studio (formerly Power Virtual Agents) enables the creation and control of agents that can interact with Dynamics, Power Automate, Dataverse, and external APIs.<\/p>\n\n
Agents can perform UI actions \u2013 i.e. operate user interfaces, make entries or retrieve data.<\/p>\n\n
Through integration with Microsoft Fabric and Azure OpenAI Service, they access large amounts of structured enterprise data and combine it with language intelligence.<\/p>\n\n
The result: AI-supported workflows that are seamlessly integrated into the Dynamics interfaces \u2013 secure, traceable and completely in the Microsoft cloud.<\/p>\n\n
1. Increased productivity \u2013 Recurring tasks can be automated. This saves time and creates space for value-adding activities. <\/p>\n\n
2. Quality & consistency \u2013 Decisions are based on consistent data and processes.<\/p>\n\n
3. Personalised user experience \u2013 Copilot learns from individual work patterns and provides more relevant suggestions.<\/p>\n\n
4. Seamless integration \u2013 Dynamics becomes the heart of a fully connected working environment.<\/p>\n\n
As much potential as the technology offers, companies should plan its introduction carefully.<\/p>\n\n
Data quality: AI can only be as good as the information it works with.<\/p>\n\n
Governance & security: Automated agents must follow clearly defined rules.<\/p>\n\n
Acceptance within the team: Employees must understand that agents are tools \u2013 not a threat.<\/p>\n\n
The new generation of AI agents in Dynamics 365 marks a turning point. They go beyond traditional assistance and take on tasks independently \u2013 quickly, reliably and around the clock. <\/p>\n\n
This opens up the opportunity for companies to fundamentally transform their processes: less routine, more added value. Those who pilot early on benefit twice \u2013 through experience and a competitive edge. Connamix supports you in integrating these new technologies into your Dynamics environment in a targeted manner \u2013 from the initial idea to productive implementation. <\/p>\n\n
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