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Business leaders are adjusting to a landscape where artificial intelligence and intelligent agents are redefining conventional systems, evolving them from mere data repositories into dynamic applications that inform decision-making and drive results.
This shift emphasizes the significance of foundational elements such as structured data, governance, and strategic business logic, enabling agents to function effectively in the background. The focus now lies on ensuring that users can make quicker, more informed decisions based on continuous insights derived from these technologies.
These agent-based business applications offer the potential for organizations to enhance productivity, reduce costs, and boost revenue while consistently delivering actionable insights for better decision-making. However, the successful application of this technology hinges on the willingness of functional leaders to realign processes to harness these capabilities fully, requiring a transformation in operational practices.
Organizations recognized as Frontier Firms are already laying down the necessary groundwork by investing in innovative customer relationship management (CRM), enterprise resource planning (ERP), and contact center solutions. They understand that adapting to these advanced processes is important for business evolution.
Microsoft plays a central role in this transition by offering a suite of agent-driven business applications through Dynamics 365. This platform integrates advanced AI capabilities and Microsoft Copilot functionalities across CRM, ERP, and contact center services. Additionally, companies can customize their Dynamics 365 experience further by using Microsoft Power Platform and Microsoft Copilot Studio to create tailored AI applications that meet their unique requirements.
Core components of these agentic applications include agents that automate business workflows, Copilot features that enhance employee productivity, and a secure data platform that supports insights across the organization.
In the past year, Microsoft has introduced over a dozen business process agents within Dynamics 365 to help organizations reimagine their sales, customer service, finance, and supply chain operations. The company continues to expand this portfolio to promote proactive growth outcomes. For instance, the Sales Close Agent, which will enter public preview on October 25, 2025, is designed to assist sales personnel in identifying high-value opportunities and accelerating deal closures.
Other new features in Dynamics 365 Sales include agents in public preview, such as the Sales Research Agent and the Sales Qualification Agent, both scheduled for broader availability on October 25, 2025.
Moreover, the introduction of the Quality Evaluation Agent in Dynamics 365 Customer Service will enable service teams to gain real-time insights into service quality through enhanced AI capabilities, giving organizations a competitive edge in managing service interactions.
In the ERP sector, new agents such as the Account Reconciliation Agent can expedite financial processes, while the Supplier Communications Agent enhances collaboration with suppliers.
Starting in November 2025, Dynamics 365 Premium subscribers will receive 1,000 Copilot Credits per user monthly, which can be used to instigate agents in relevant scenarios, further easing the integration and application of these advanced technologies.
As organizations embrace these transformative agents, Microsoft has also developed benchmarking tools, such as the Sales Research Bench. This 100-point scale measures AI solution performance, helping leaders assess the value generated by their technology investments and enabling data-driven decision-making.
Microsoft’s commitment to supporting organizations extends to embedding Microsoft Copilot in Dynamics 365, streamlining repetitive tasks and allowing employees to dedicate more time to strategic initiatives that drive impact. Through this integration, companies like Grand & Toy have witnessed improvements in customer service operations pioneered by real-time insights and automation capabilities.
The data layer supporting this initiative allows organizations to unify and streamline their workflows across departments, thanks in part to Microsoft Dataverse. An example is Banco PAN, which leverages this integration to achieve faster issue resolution and enhance customer relations.
By integrating Power Platform and Copilot Studio, Dynamics 365 enables both developers and non-developers to create custom applications, enhancing processes and reducing operational costs while fostering innovative work environments.
As businesses navigate a landscape of varying capabilities and impact, the evolution towards agentic business applications signifies a critical forward step in driving real-time insights and operational efficiency.
