Dynamics 365 Customer Service: Service tools, skills and plugins are now available for Cowork, Code and Scout
Customer Service teams now have access to Dynamics 365 context, actions, and guided workflows directly within Copilot experiences, reducing context switching. Tools respect existing Dynamics 365 permissions and business logic through the Service MCP package.
Microsoft's description
The updated Service application brings Dynamics 365 Customer Service context, actions, and guided workflows into supported Copilot experiences, including Chat, Cowork, Code, and Scout. Customer service teams can work with service information and take supported actions in the flow of work, reducing the need to switch to Dynamics 365. First-party tools delivered through the Service package on Dynamics 365 MCP respect Dynamics 365 business logic and the user's existing permissions on each call. The package provides a governed foundation for the supported tools and skills. Availability is tracked separately for each experience.