MC1169038 – M365 Change Digest

One-line summary

Dynamics 365 Customer Service will support connecting to AI agents via the Model Context Protocol server, enabling account and case management and email drafting, available December 12, 2025.

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Details

Body (from Message Center)

We are announcing the ability to connect to AI agents through the Model Context Protocol server in Dynamics 365 Customer Service. This feature will reach general availability on December 12, 2025.

How does this affect me?
With this feature you can now connect Dynamics 365 Customer Service to your agents with the Model Context Protocol server.

This integration provides the following capabilities:

Create or update an account
List all accounts
Create or update a case
Create a case note
List cases
Draft an email response
Send an email response

What action do I need to take?
This message is for awareness and no action is required.

If you would like more information on this feature, please visit the Connect AI agents using Model Context Protocol server learn article.

Raw JSON (for debugging)

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    "action_required_by": null,
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    "ai_model": "gpt-4.1",
    "ai_summary": "Dynamics 365 Customer Service will support connecting to AI agents via the Model Context Protocol server, enabling account and case management and email drafting, available December 12, 2025.",
    "ai_topics": [
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      "Dynamics 365"
    ],
    "category": "stayInformed",
    "details_map": {},
    "id": "MC1169038",
    "importance": 1,
    "is_major_change": false,
    "last_modified": "2025-10-09T20:06:09Z",
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    ],
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    "roadmap_ids": [],
    "services": [
      "Power Platform"
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    "severity": "normal",
    "tags": [
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    ],
    "title": "Dynamics 365 Customer Service \u2013 Connect AI agents using Model Context Protocol server - updated date"
  }
}