Uploaded July 2026 | Updated September 2026, 2 weeks ago
Qualify a lead, close a case, or walk into a renewal meeting fully briefed, all from the sales and service agents built into Dynamics 365. Ask a question and pull a grounded answer straight from your CRM and your calendar. Hand a prompt to Copilot Cowork and walk away with updated records, a finished presentation, and a drafted email, ready before your next meeting. Auto-fill a case description as you work, and walk into every quality review already scored against your team's framework.
Eric Boocock, Dynamics 365 Principal Program Manager, shares how these agents move with you from first prospect touch to case resolution, right inside the apps you work in every day. Along the way, he explains the mechanics of how everything works and your options to customize the experience with your own skills and instructions.
► QUICK LINKS:
00:00 - Agentic platform in Dynamics 365
01:03 - Sales Qualification & Opportunity Agents
01:44 - Case Management & Quality Evaluation Agents
02:25 - Sales Agent in action
04:30 - Copilot Cowork
05:44 - Automate repeated tasks
07:33 - Power behind agentic platform
08:50 - Custom skills via Power Apps + Dataverse
09:57 - Wrap up
► Link References
Get started at https://aka.ms/AgenticCXPlatform
► Unfamiliar with Microsoft Mechanics?
As Microsoft's official video series for IT, you can watch and share valuable content and demos of current and upcoming tech from the people who build it at Microsoft.
• Subscribe to our YouTube: youtube.com/c/MicrosoftMechanicsSeries
• Talk with other IT Pros, join us on the Microsoft Tech Community: techcommunity.microsoft.com/t5/microsoft-mechanics-blog/bg-p/MicrosoftMechanicsBlog
• Watch or listen from anywhere, subscribe to our podcast: microsoftmechanics.libsyn.com/podcast
► Keep getting this insider knowledge, join us on social:
• Follow us on Twitter: twitter.com/MSFTMechanics
• Share knowledge on LinkedIn: linkedin.com/company/microsoft-mechanics
• Enjoy us on Instagram: instagram.com/msftmechanics
• Loosen up with us on TikTok: tiktok.com/@msftmechanics
#Dynamics365 #MicrosoftCopilot #AIAgents #CopilotCowork
Qualify a lead, close a case, or walk into a renewal meeting fully briefed, all from the sales and service agents built into Dynamics 365. Ask a question and pull a grounded answer straight from your CRM and your calendar. Hand a prompt to Copilot Cowork and walk away with updated records, a finished presentation, and a drafted email, ready before your next meeting. Auto-fill a case description as you work, and walk into every quality review already scored against your team's framework.
Eric Boocock, Dynamics 365 Principal Program Manager, shares how these agents move with you from first prospect touch to case resolution, right inside the apps you work in every day. Along the way, he explains the mechanics of how everything works and your options to customize the experience with your own skills and instructions.
► QUICK LINKS:
00:00 - Agentic platform in Dynamics 365
01:03 - Sales Qualification & Opportunity Agents
01:44 - Case Management & Quality Evaluation Agents
02:25 - Sales Agent in action
04:30 - Copilot Cowork
05:44 - Automate repeated tasks
07:33 - Power behind agentic platform
08:50 - Custom skills via Power Apps + Dataverse
09:57 - Wrap up
► Link References
Get started at https://aka.ms/AgenticCXPlatform
► Unfamiliar with Microsoft Mechanics?
As Microsoft's official video series for IT, you can watch and share valuable content and demos of current and upcoming tech from the people who build it at Microsoft.
• Subscribe to our YouTube: youtube.com/c/MicrosoftMechanicsSeries
• Talk with other IT Pros, join us on the Microsoft Tech Community: techcommunity.microsoft.com/t5/microsoft-mechanics-blog/bg-p/MicrosoftMechanicsBlog
• Watch or listen from anywhere, subscribe to our podcast: microsoftmechanics.libsyn.com/podcast
► Keep getting this insider knowledge, join us on social:
• Follow us on Twitter: twitter.com/MSFTMechanics
• Share knowledge on LinkedIn: linkedin.com/company/microsoft-mechanics
• Enjoy us on Instagram: instagram.com/msftmechanics
• Loosen up with us on TikTok: tiktok.com/@msftmechanics
#Dynamics365 #MicrosoftCopilot #AIAgents #CopilotCowork
