Episode
New agentic platform in Dynamics 365 for Sales and Service
- Podcast
- Microsoft Mechanics Podcast
- Published
- Jul 14, 2026
- Duration seconds
- 624
- Processing state
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Summary
Qualify a lead, close a case, or walk into a renewal meeting fully briefed, all from the sales and service agents built into Dynamics 365. Ask a question and pull a grounded answer straight from your CRM and your calendar. Hand a prompt to Copilot Cowork and walk away with updated records, a finished presentation, and a drafted email, ready before your next meeting. Auto-fill a case description as you work, and walk into every quality review already scored against your team's framework. Eric Boocock, Dynamics 365 Principal Program Manager, shares how these agents move with you from first prospect touch to case resolution, right inside the apps you work in every day. Along the way, he explains the mechanics of how everything works and your options to customize the experience with your own skills and instructions. ► QUICK LINKS: 00:00 - Agentic platform in Dynamics 365 01:03 - Sales Qualification & Opportunity Agents 01:44 - Case Management & Quality Evaluation Agents 02:25 - Sales Agent in action 04:30 - Copilot Cowork 05:44 - Automate repeated tasks 07:33 - Power behind agentic platform 08:50 - Custom skills via Power Apps + Dataverse 09:57 - Wrap up ► Link References Get started at https://aka.ms/AgenticCXPlatform ► Unfamiliar with Microsoft Mechanics? As Microsoft's official video series for IT, you can watch and share valuable content and demos of current and upcoming tech from the people who build it at Microsoft. • Subscribe to our YouTube: https://www.youtube.com/c/MicrosoftMechanicsSeries • Talk with other IT Pros, join us on the Microsoft Tech Community: https://techcommunity.microsoft.com/t5/microsoft-mechanics-blog/bg-p/MicrosoftMechanicsBlog • Watch or listen from anywhere, subscribe to our podcast: https://microsoftmechanics.libsyn.com/podcast ► Keep gettin…