Summary
- Dynamics 365 Apps will automatically install Sales, Service, and Customer Insights applications for eligible users in the tenant.
- The install enables access to Sales, Service, and Customer Insights agents and plug-ins across Copilot Chat and Copilot-related experiences, depending on license eligibility.
- Sales Agent in Outlook, Teams, and Copilot Chat remains blocked until an administrator explicitly enables it.
- Admins can prevent automatic installation for specific users, groups, or the entire tenant by blocking the apps in Agent 365 before rollout.
- If the apps are already blocked in Agent 365, they will not be installed for those scoped users.
Primary Service: D365 Apps
Admin Impact: Medium
User Impact: Medium
Release Start: 25 Sept 2026
Release End: 25 Sept 2026
Services: D365 Apps, Dynamics
Category: Plan for change
History
9/24/2026 Item Added to Message Center
Microsoft Message
Beginning September 25, 2026, we will automatically install the Sales, Service, and Customer Insights applications for eligible users in your tenant. These applications provide access to Sales, and Service agents for Copilot Chat and Dynamics 365 Sales, Dynamics 365 Service and Dynamics 365 Customer Insights plug-ins for Copilot Cowork, Copilot Code and Microsoft Scout, simplifying onboarding for eligible users.
How does this affect me?
After installation, eligible users can access the following capabilities based on their Dynamics 365 licenses:
- Dynamics 365 Sales: Users with Dynamics 365 Sales Enterprise or Premium licenses can access Dynamics 365 Sales plug-in in Copilot Cowork, Copilot Code, and Microsoft Scout. Access to Sales Agent in Outlook, Teams, and Copilot Chat will remain blocked until enabled by an administrator.
- Dynamics 365 Service: Users with Dynamics 365 Service Enterprise or Premium licenses can access Service Agent in Copilot Chat and Dynamics 365 Customer Service plug-in in Copilot Cowork, Copilot Code, and Microsoft Scout.
- Dynamics 365 Customer Insights: Users with eligible Dynamics 365 Customer Insights licenses can access Dynamics 365 Customer Insights plug-in in Copilot Cowork, Copilot Code, and Microsoft Scout.
If Sales, Service, or Customer Insights is already blocked in Agent 365 for specific users, groups, or your entire tenant, the blocked application will not be automatically installed for those affected users.
What do I need to do to prepare?
Review your organization’s access requirements before September 25, 2026.
Dynamics 365 Sales:
- Review details of the Sales Application in Microsoft Marketplace.
- Set up Sales agent in Outlook, Teams, and Microsoft 365 Copilot to provide the best experience for eligible users. For more information on Sales agent in Outlook Teams and Copilot Chat, see Sales agent documentation.
- For more information on the Sales plugin for Copilot Cowork, see Use Dynamics 365 Sales skills in Copilot Cowork.
- To prevent automatic installation for specific users, groups, or the entire tenant, block Sales in Agent 365 before the rollout begins.
Dynamics 365 Service:
- Review details of the Service Application in Microsoft Marketplace.
- For more information on Service Agent in Copilot Chat, visit Enable Service Agent in Microsoft 365 Copilot. For more information on the Customer Service plugin for Copilot Cowork, visit Use Dynamics 365 Customer Service skills in Copilot Cowork.
- To prevent automatic installation for specific users, groups or the entire tenant, block Service in Agent 365 before the rollout begins.
Dynamics 365 Customer Insights:
- To prevent automatic installation for specific users, groups, or the entire tenant, block Customer Insights in Agent 365 before the rollout begins.
Please contact Microsoft Support and reference this communication if you need further assistance.