Microsoft is introducing new Dynamics 365 Sales and Customer Service experiences that bring customer context, business processes, and agent capabilities into Microsoft Teams, Microsoft 365 Copilot, Outlook, and other Microsoft 365 applications. These updates help sellers and service representatives access customer information, take actions, and collaborate without switching between applications.
The release includes:
- Sales and Service skills for Copilot experiences such as Cowork, Code, and Autopilot
- Dynamics 365 CRM integration with Teams Channel Agent
- Sales Development Agent
Rollout schedule
Beginning October 8, 2026:
- Dynamics 365 Sales and Dynamics 365 Service skills for Copilot experiences:General Availability (Cowork)
- Frontier (Code)
- Private Preview (Autopilot)
Dynamics 365 CRM in the flow of Teams enters Public Preview.Sales Development Agent enters Public Preview (Frontier enablement continues to be required until November 16).
Impact on your organization
Who is affected
Organizations using or evaluating Dynamics 365 Sales, Dynamics 365 Customer Service, Microsoft Teams, or Microsoft 365 Copilot, and administrators responsible for agent deployment.
Platforms and services
- Dynamics 365 Sales
- Dynamics 365 Customer Service
- Microsoft Teams
- Microsoft 365 Copilot
- Microsoft 365 Apps
- Outlook
- Cowork
- Code
- Autopilot
What will happen
Sales and Service Skills for Cowork, Autopilot, and Code (General Availability for Cowork, Frontier program for Code, and Private Preview for Autopilot)
Thirty sales and service skills package Dynamics 365 business expertise into reusable building blocks for Cowork, Autopilot, and Code. These skills help sellers and service representatives identify opportunities and risks, update CRM data, resolve service issues, and take actions grounded in customer data and business processes. Organizations can also use these skills with custom agents to support workflows enterprises build themselves. Learn more about the Sales and Service skills.
Dynamics 365 CRM in the flow of Teams (Public Preview)
Dynamics 365 CRM in the flow of Teams helps sellers and service representatives work from shared customer context in Teams conversations, bringing customer updates and supported actions into the channel so they can collaborate on accounts and cases without switching applications. Learn more about the Channel Agent for Microsoft Teams and how to use it with Dynamics 365 CRM.
- Deployment requires licensing for Microsoft 365 Copilot, Dynamics 365 Customer Service, and Microsoft Teams.
- Requires administrator activation of the Channel Agent.
Sales Development Agent (Public Preview, Frontier enablement continues to be required until November 16).
Sales Development Agent helps sellers build and qualify pipeline by researching prospects, personalizing outreach, managing follow-up conversations, and advancing qualified opportunities before handing them to a seller. It is managed in Teams, sends email from its own Exchange account, and can connect to customer-authorized CRM platforms. Learn more about the Sales Development Agent and review deployment guidance
- Beginning November 16, 2026, Sales Development Agent will be billed on usage-based billing through Copilot Credits. Additional details, including consumption estimates and licensing guidance, will be shared closer to the transition date.
Action required and recommendations
No action is required unless your organization plans to deploy or continue using these capabilities.
To prepare:
- Configure spending policies for applicable AI experiences before November 16, 2026.
- Review deployment guidance for Sales Development Agent prior to activation.
- Review deployment guidance and prerequisites for Teams Channel Agent.
- Communicate billing and deployment requirements to administrators responsible for Copilot and Dynamics 365 environments.
Learn more
- Activate Sales Development agent (preview) | Microsoft Learn
- Sales Development agent overview | Microsoft Learn
- Set up a Channel Agent for Microsoft Teams – Microsoft Teams | Microsoft Learn
- Use Channel Agent | Microsoft Support
- Use Dynamics 365 Customer Service skills in Copilot Cowork | Microsoft Learn
Compliance considerations
Question: Does the change introduce or significantly modify AI/ML or agent capabilities that interact with customer data?
Answer: Yes. Introduces new agent-based experiences including Sales Development Agent, Sales and Service skills, and Dynamics 365 CRM integration in Teams.
Question: Does the change provide users a new way of interacting with generative AI?
Answer: Yes. Users can interact with Dynamics 365 sales and service capabilities through Copilot experiences, Teams Channel Agent, and Sales Development Agent.
Question: Does the change alter how existing customer data is processed, stored, or accessed?
Answer: Yes. Dynamics 365 customer data becomes accessible within Teams, Copilot, and Microsoft 365 experiences to support customer workflows and agent actions.
Question: Does the change include an admin control?
Answer: Yes. Administrators must activate Channel Agent, and Sales Development Agent.
Question: Can users enable or disable the feature themselves?
Answer: Yes. Use of the experiences depends on administrator enablement, licensing, and policy assignment. Administrators remain the primary control point.