Access customer service data and tools from MCP-compatible AI experiences — while minimizing the need for one-off custom integrations.
Today we’re announcing the general availability of the Dynamics 365 Customer Experience MCP Server for Service. Building on the public preview we released last winter, GA makes the service MCP tools and MCP apps used by Service Agent in Microsoft 365 Copilot available as an independent offering that organizations can connect to a growing ecosystem of MCP-compatible AI clients.
For business decision makers, the opportunity is clear: Agentic Customer Experience brings intelligence directly into the flow of work — helping teams access trusted data, surface relevant context, and support decision-making within existing workflows. With the Dynamics 365 Customer Experience MCP Server for Service, organizations can make Customer Service capabilities available in supported MCP-enabled experiences, so cases, knowledge, and customer context can be accessed within the tools teams already use.
1. What it is, and why “connect any client” matters
The Service MCP Server implements the Model Context Protocol (MCP), an emerging open standard for connecting AI applications to enterprise tools and data. Rather than developing separate integrations for individual AI experiences, organizations can use MCP to make Customer Service capabilities available to compatible clients through a standardized approach.
Manage connections through the Microsoft-hosted Agent 365 Tooling Gateway, which handles authentication to your Dataverse environment. Access aligns with existing Dataverse roles and permissions, helping organizations maintain established governance and access controls while supporting requirements for visibility, security, and governance.
Because it speaks a standard protocol, the server works with a broad and growing set of hosts, including:
- Microsoft 365 Copilot, including Service Agent, generally available on June 30th
- Microsoft Copilot Studio agents
- Visual Studio Code and GitHub Copilot CLI
- Other MCP-compatible clients that support HTTP-based MCP connections, including examples such as ChatGPT and Claude Code
The result is greater flexibility in how Customer Service capabilities can be made available across different AI experiences, while reducing the need to rebuild separate integrations for each interface.
Experience in ChatGPT:
Experience in GitHub Copilot CLI:
2. What’s available at GA
At general availability, the server ships with more than 90 service-oriented tools spanning many day-to-day workflows in a customer service organization. The capabilities cover common areas of service work, including:
- Case management — list, open, summarize, update, reassign, and resolve cases; pick the next case from a queue; and track SLA status and suggested next actions.
- Customer context — pull account and contact details and summaries, and review the activity timeline behind a case.
- Knowledge — search knowledge articles, draft and harvest new ones, check for knowledge gaps, and publish approved content.
- Email and activities — draft, generate, and send email; apply and manage templates; log notes and activities; link email to cases; and create a case directly from an email.
- Intelligence and recommendations — surface next-best-action suggestions, preview responses, and answer knowledge and service questions in context.
- Data and search — query and update Dataverse entity records and run cross-entity search and lookups.
- Environment and administration — select and manage MCP tool extensibility, connect to Copilot Studio agents, and customize Dynamics grids and views.
For your teams, that breadth means the server can support real, end-to-end workflows. From answering questions to taking the actions necessary to get work done.
3. Extensible by design
The capabilities above are the starting point. The Customer Service MCP Server is built to be extended, with admin and maker tools that help organizations shape the experience around their business requirements:
- Connect your own external MCP servers. Admins can register, test, and manage additional MCP servers, so tools from other line-of-business systems can appear alongside built-in Customer Service capabilities in a governed surface.
- Bring in Copilot Studio agents. Admins can register and manage Copilot Studio agents and bots, extending the experience with custom agents already built in Copilot Studio.
- Tailor it to your teams. Maker and admin tools let organizations configure agent profiles, capabilities, and user preferences so the experience can better reflect established processes.
This extensibility is what makes the server a durable foundation rather than a fixed feature set. As your AI strategy evolves and new tools and agents come online, you can bring them into the same governed experience — no rip-and-replace required.
Getting started
The Dynamics 365 Customer Experience MCP Server for Service is generally available now. Administrators can connect it to Copilot Studio and supported MCP clients through the Agent 365 Tooling Gateway. Step-by-step setup, supported clients, and authentication details are available in the Microsoft Learn documentation.
Help teams access Dynamics 365 Customer Service capabilities within MCP-compatible tools and experiences.