Source-led brief
Title: Microsoft 365 and Dynamics 365 now provide a unified customer service experience
“What excites us about Service Agent is the move from reactive search to proactive intelligence. When teams can begin the day with the right context, dependencies and handoffs already surfaced, and act on that trusted context from one place, it changes how service work gets done.”
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.
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 ↗