Microsoft Dynamics CRM’s latest release introduces three new AI agents designed to boost daily productivity across your organization. Each agent focuses on a different area of the business—from accelerating sales cycles to elevating service quality—so teams can spend less time on manual tasks and more time on high-impact work. Below, we break down these new agents and how they can support your operations today.
Sales Close Agent
The Sales Close Agent uses AI to analyze your entire sales environment, including pipelines, conversations, public signals, and custom data sources. It highlights high-value opportunities, detects risks early, and recommends actions to keep deals from stalling. For simpler transactions, the agent can even engage stakeholders directly by asking key questions and guiding the deal through to completion. Designed for flexibility, it adapts to your organization’s specific sales processes to deliver a personalized, end-to-end experience.
Quality Evaluation Agent
The Quality Evaluation Agent improves service performance by assessing cases against criteria you define—such as clarity, effectiveness, and resolution quality. It uncovers patterns, identifies improvement areas, and generates summarized evaluations for both human agents and AI-powered service tools. Beyond scoring, it offers proactive recommendations and tailored coaching insights to help teams refine their approach. This agent can also be used to train your AI service tools, enabling them to respond more accurately and consistently.
Case Management Agent
Typically, when a customer raises an issue through chat, service teams must manually create a new case. The Case Management Agent streamlines this process by automatically suggesting case creation based on information pulled from the chat transcript and the customer’s history. Copilot then generates a concise summary of key interactions and highlights recent transactions, allowing agents to quickly understand the issue and take efficient action.
Next Steps
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