Bring Microsoft Dynamics 365 into the flow of work with 30 new CRM skills

Summary Extend your Dynamics 365 investment with ready-to-use CRM skills available in the new Microsoft Copilot experience.

Customer work spans applications, but the intelligence that powers it should move with the business—not remain locked inside customer relationship management (CRM).

Today, we’re advancing that vision with 30 new pre-built CRM skills for Copilot Cowork, now generally available. Autopilot is in private preview, and Code is available through the Frontier program. Across supported experiences, the skills work with more than 180 generally available tools across Dynamics 365 Sales, Dynamics 365 Customer Service, and Dynamics 365 Customer Insights to bring customer context and actions into AI experiences.

Together, these capabilities help AI carry out CRM workflows so teams can deliver better customer experiences faster. Organizations can also extend the skills into custom agents and AI harnesses that support the workflows their teams already use.

This extends Dynamics 365 beyond CRM applications by bringing sales, service, and marketing expertise into Cowork, Code, and Autopilot. Cowork helps teams address immediate customer needs and prepare complete deliverables; Code supports reusable solutions; and Autopilot delegates recurring work. Dynamics 365 remains the system of action for customer data and business processes, while teams gain ready-to-use expertise where they work.

Bring CRM context and expertise into everyday work

Instead of returning to CRM for every task, sellers, service representatives, and marketers can use Dynamics 365 context within supported AI experiences.

Sellers can use skills to build competitive strategies, investigate deal risks, prepare for reviews with leadership or customers, and turn meeting outcomes into proposed CRM records and next actions. Service representatives can review account-specific case history, turn correspondence into structured case proposals, research relevant answers, and prepare customer responses. Marketers can prepare consent-aware outreach or create brand-compliant content directly in the flow of work.

For IT organizations, the opportunity is to make existing CRM capabilities available where teams work, reducing the need to build each sales, service, and marketing workflows from scratch.

Extend Dynamics 365 intelligence across AI experiences

Dynamics 365 Sales, Customer Service, and Customer Insights remain the systems of action for customer data and AI-enriched business processes. Model context protocol (MCP) server tools and skills make that context and those capabilities available in supported AI experiences, while Dynamics 365 remains the system of action. This is a core principle of Agentic CRM from Dynamics 365: bring CRM intelligence into the flow of work while preserving the underlying data, processes, and controls.

Here’s how they work together:

Together, these layers create a reusable approach for extending Dynamics 365 capabilities into supported AI experiences and custom agents, rather than rebuilding them for each new interface.

Turn CRM tools into job-specific expertise

MCP tools give AI applications a standardized way to access CRM context and approved business actions. They package existing business logic into reusable building blocks that AI experiences can combine to support sales, service, and marketing workflows.

Skills add task-specific guidance to MCP tools: which evidence to consider, how to handle uncertainty, and what a useful output should contain. Retrieving an opportunity record, for example, is a tool action; assessing why a deal has stalled requires a skill that interprets the available context and structures a supported recommendation.

This distinction matters when organizations bring CRM-specific capabilities into their AI experiences or extend the capabilities into custom agents. Organizations can reuse the sales and service foundation rather than designing every procedure from scratch.

Microsoft Copilot displaying Dynamics 365 sales skills for preparing for meetings, managing opportunities, and working with CRM information.

Combine skills to support complete customer workflows

Skills can support related steps in a business process, each contributing to a distinct analysis, recommendation, or proposed action. Teams can combine skills into complete workflows.

Help sellers analyze and respond to at-risk deals with Sales skills:

Resolve customer issues more efficiently with service skills:

Skills provide focused sales, service, and marketing expertise; Cowork, Code, and Autopilot determine how teams put that expertise to work. With Dynamics 365 Customer Experience MCP tools and skills available across these experiences, teams can address an immediate CRM need, build a reusable solution, or delegate recurring work.

Keep people in control of business actions

People remain in control of business actions. These examples do not imply automatic handoffs between experiences, identical functionality in every experience, or permission to send communications or change CRM records without applicable authorization. Across all experiences, teams should be able to distinguish clearly between what AI recommends, what a user approves, and what it actually changes.

The skill definitions distinguish between analysis, recommendations, proposed changes, and completed actions. For example, reconcile my opportunity can identify differences between customer interactions and the opportunity record and propose field-level updates. Draft customer reply prepares a response for review. Stage advance readiness assesses evidence against the organization’s criteria; a readiness assessment is not itself a stage change.

For IT teams, these distinctions create a practical validation test: users should understand the proposed action; execution should follow applicable authorization and review requirements; and the reported result should reflect what actually happened. A proposed update should not appear as a saved change, and a draft should not appear as a sent message. For solutions built in Code and recurring work delegated to Autopilot, IT teams should also confirm which actions are authorized, when review is required, and how unsuccessful or unconfirmed actions are reported.

Get started with skills using your existing access and controls

Organizations can enable Sales, Customer Service, or Customer Insights skills from the customization area of the desired Copilot experience, connect the appropriate accounts, and select a Dynamics 365 environment when prompted. These ready-to-use skills and CRM tools support common sales and service tasks without requiring teams to build every workflow from scratch.

The plugins respect applicable Dynamics 365 and Microsoft 365 permissions. Availability and use remain subject to administrator configuration, user or tenant consent, licensing, and organizational policies. Users can turn plugins off in Customize, and each plugin’s shared package makes its capabilities available across supported Copilot experiences.

Explore the broader agentic CRM vision

Read Jeff Teper’s new blog “Bringing CRM into the flow of work and agents into business processes,” for the full view of how Dynamics 365 brings customer context, expertise, and actions into Copilot and Microsoft Teams—and how autonomous agents move sales and service processes forward.

The post Bring Microsoft Dynamics 365 into the flow of work with 30 new CRM skills appeared first on Microsoft Dynamics 365 Blog.

Source: This article is curated from Microsoft Dynamics 365 Blog. Visit the original post for more details and official documentation.