The news
On 8 October 2026, Microsoft made 30 ready-made skills for Dynamics 365 Sales, Customer Service and Customer Insights generally available in Copilot Cowork. With them, Copilot can work with CRM records: it can show sellers which deals are at risk and propose updates to the CRM, review a case's history and draft a reply for service staff, and tailor outreach for marketers. The skills run on Dynamics 365 MCP servers, so companies can also use them in their own agents.
Microsoft also opened a public preview of Dynamics 365 inside Microsoft Teams. Once a Teams channel is linked to a customer account, agents post updates there, such as a brief before a meeting or a notice about a case. A second preview, Dynamics 365 Activate, studies a company's current CRM with its permission and recommends a way to move to Dynamics 365.
The Sales Development Agent, which researches prospects, sends personalised emails from its own Exchange mailbox, follows up and hands qualified leads to sellers, is in public preview. Microsoft says it will start consuming Copilot credits on 16 November 2026, and that it connects to other leading CRM platforms as well as Dynamics 365. The announcement lists no separate price for the skills, and their use depends on each company's licences, admin settings and permissions.
What it means for you
- If your teams already use Dynamics 365 and Microsoft 365 Copilot, they can check deals, update records and draft replies from Copilot instead of opening the CRM for each task.
- Testing the Sales Development Agent uses no Copilot credits until 16 November. After that, an agent left running adds to your Copilot bill.
- An agent that emails prospects in your company's name needs clear rules on whom it contacts and what it may say.
What to do now
- Ask your admin or Microsoft partner which users have the licences the skills need, and turn on only the skills your teams will use.
- If you are trying the Sales Development Agent, decide before 16 November whether to keep it and set a credit budget.
- Link one Teams channel to an important customer account and see whether the updates help before rolling it out.
How Didset can help
We build CRMs and connect them to Microsoft 365, so your team can work with customer records from the tools they already use.
Talk to us about it
