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Important
Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Admins, makers, marketers, or analysts, automatically | Jun 2025 | - | Oct 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 Claude, through the Model Context Protocol (MCP) server. Connecting to an AI agent is as easy as installing a new mobile app. When service reps use an AI agent, they increase their productivity. Faster resolution times and improved customer satisfaction follow.
Feature details
Whether you're a developer building an AI agent to automate part of the service workflow or a customer service representative using AI agents such as ChatGPT and Claude to get work done, you can now connect Customer Service to your agents with the MCP server.
This integration provides the following capabilities:
- Create or update an account
- List all accounts
- Create or update a case
- Create a case note
- List cases
- Draft an email response
- Send an email response
Dynamics 365 customers can use Microsoft Copilot Studio to build custom agents for service teams that include the Dynamics 365 Customer Service MCP server or connect Dynamics 365 with any other agent platform that supports the MCP protocol. By using the Customer Service MCP server with MCP servers from other business applications such as Sales and ERP systems, you can automate complex cross-functional business operations. For example, you can generate an order through the Dynamics 365 Business Central MCP server after an MCP client engages with the Customer Service MCP server.
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.