Source-led brief
When Microsoft released the public preview of Service Agent in March 2026, it introduced natural-language reasoning across Dynamics 365 and Microsoft 365. Service Agent prioritized cases, summarized interactions, and surfaced knowledge from Dataverse and SharePoint. Teams updated cases, added notes, and created child cases from one unified Copilot experience.
Those preview capabilities helped service teams ramp up faster, respond with more confidence, and keep case data current with less manual effort. By unifying context across Microsoft 365 and Dynamics 365 through Work IQ—while respecting existing permissions—Service Agent made it easier to ask service questions naturally and get synthesized, cited answers in the flow of work.
With general availability, Service Agent moves from answering and summarizing to taking action across the entire service workflow. Service Agent is powered by a robust MCP server designed for service tasks, and delivers 70+ new MCP tools alongside 20+ core product enhancements that extend Service Agent into an action-capable agent for customer service teams. It provides both depth in out of box capability coverage, and the extensibility and customization layer for organization to tailor it to their unique needs.
Figure 1: Responsive, dynamically generated apps inline to the Copilot conversation
Thai editorial note
บทความนี้อยู่ในหมวดโซลูชัน AI สำหรับธุรกิจ และคัดสรรจากแหล่งข้อมูลต้นฉบับเพื่อใช้เป็นจุดเริ่มต้นในการศึกษา ทีมบรรณาธิการควรตรวจสอบรายละเอียด ราคา ความพร้อมใช้งาน และเงื่อนไขในประเทศไทยก่อนนำไปใช้งานจริง
Verification
- Original source: www.microsoft.com
- Discovery: Agent-Reach / Exa
- Clean extraction: jina-reader
- This page is a source summary, not an independent product review.
Source: www.microsoft.com ↗