Microsoft has announced the general availability of new Dynamics 365 Sales and Dynamics 365 Customer Service plugins for Copilot Cowork. The integrations enable Copilot Cowork to access and work with business data from these applications, helping users complete more complex tasks across sales and service workflows.
Here's what you need to know:
What is Copilot Cowork?
Now generally available, Copilot Cowork helps users delegate multi-step tasks across records, knowledge articles, emails, and meetings. It works within Microsoft 365, keeps users in control, and ensures every action is grounded in your business data and governed by existing permissions.
What can the plugins do?
For Sales, the plugins support account and opportunity preparation, deal risk analysis, expansion insights, and pipeline visibility. For Customer Service, they assist with case triage, resolution drafting, escalation handoffs, and queue management.
How can you use them?
Simply ask Copilot questions in natural language to get insights, summaries, recommendations, and next steps from your Dynamics 365 data. Whether you're preparing for a customer meeting or resolving a support case, the plugins help surface the information you need faster.
How are the plugins governed?
Copilot Cowork does not access your database directly. Instead, it uses Microsoft-managed Model Context Protocol (MCP) plugins that respect your existing identity, security, and permission model on every interaction.
What does this mean for IT?
Human approval remains in place for actions and updates, responses are grounded in source data, existing security controls are enforced, and administrators maintain control over deployment and access.
Getting started
Copilot Cowork is now generally available for Microsoft 365 Copilot customers worldwide. Dynamics 365 Sales and Customer Service plugins can be managed through the Microsoft 365 admin center, where admins can deploy and configure access for users.
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