Microsoft has announced the general availability of the Dynamics 365 Customer Service MCP Server, making it easier for organisations to connect trusted customer service data with MCP-compatible AI clients. The release enables teams to access cases, knowledge, and customer context directly within the AI tools they already use, helping streamline workflows and improve decision-making.
Here's what you need to know:
What is the Customer Experience MCP Server?
Customer Experience MCP Server uses the open Model Context Protocol (MCP) to securely connect AI applications with Dynamics 365 Customer Service. This standard approach eliminates the need to build separate integrations for every AI experience.
Why does it matter?
Connections are managed through the Microsoft-hosted Agent 365 Tooling Gateway while respecting existing Dataverse security roles and permissions. This allows organisations to securely access Customer Service capabilities from multiple AI clients without compromising governance.
What can you do with it?
More than 90 service tools are available out of the box, covering case management, customer context, knowledge, email, recommendations, Dataverse search, and administration. Teams can complete end-to-end service tasks, from finding information to resolving customer cases, without leaving their AI workflow.
Can it be extended?
Organisations can connect external MCP servers, integrate Copilot Studio agents, and customise the experience to match their business processes. This flexibility allows your AI ecosystem to grow without replacing existing investments.
How do you get started?
The Customer Experience MCP Server for Service is available now and can be connected through the Agent 365 Tooling Gateway. Microsoft provides setup guidance, supported client information, and authentication documentation to help you get up and running.
Bring more AI into your CRM with intelligent agents built to support your team. Explore Infinity AI Agents and contact us today to get started.