Microsoft has announced a wave of agentic capabilities across Microsoft 365 Copilot and Dynamics 365, built on a foundation of model context protocol (MCP) tools and MCP apps, to help sales and service teams meet a new standard for customer experience. The article states that organizations realize an average of $3.70 in return for every $1 they invest in generative AI (IDC, 2024). Sales Agent and Service Agent in Microsoft 365 Copilot are now generally available, bringing AI into apps including Dynamics 365, Copilot, Outlook, and Microsoft Teams. Powered by Work IQ and grounded in Dynamics 365 data, these agents understand real work patterns and act on the same customer data a business runs on. For sellers, Sales Agent provides the right customer and deal context wherever they work, aiming to reduce time spent hunting for information.