Table of Contents
Summary
- Connection to AI agents through the Model Context Protocol server in Dynamics 365 Customer Service.
- Enables creation, updating, and management of accounts and cases.
- Allows drafting and sending of email responses.
- Categorized as a new feature and tagged for awareness.
- No action required from users at this time.
Admin Impact: Low
User Impact: Low
Release Start: 12 Dec 2025
Release End: 12 Dec 2025
Services: Power Platform
Category: Stay informed
Tags: New Feature
History
10/9/2025: Item Added to Message Center
Microsoft Message
We are announcing the ability to connect to AI agents through the Model Context Protocol server in Dynamics 365 Customer Service. This feature will reach general availability on December 12, 2025.
How does this affect me?
With this feature you can now connect Dynamics 365 Customer Service to your agents with the Model Context Protocol 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
What action do I need to take?
This message is for awareness and no action is required.
If you would like more information on this feature, please visit the Connect AI agents using Model Context Protocol server learn article.