Automonous AI Agents in Dynamics 365: Your First Line of Intelligent Automation

Meet the Agents

First-party agents are tailored to support different areas of business operations. Some focus on ERP scenarios (finance, supply chain, and operations), helping automate core processes; while others enhance CRM workflows, assisting with sales, service, and customer engagement. Together, they form a connected network of intelligent assistants that streamline work across your organization, making it easy to manage tasks, monitor progress, and act where human oversight is needed.

Empowering Operations: ERP First-Party Agents in Action

Discover how Dynamics 365’s ERP-focused autonomous agents automate essential back-office functions, streamline operations, and drive efficiency across finance, supply chain, and project management. These intelligent assistants handle repetitive processes, optimize workflows, and free your team to focus on higher-value initiatives.

Supplier Communication Agent: Automate Procurement Follow-Ups

Let’s start with the star of the show: the Supplier Communication Agent (SCA). Procurement teams know the pain of endless follow-ups and delayed confirmations. The SCA changes that game. It automatically detects delayed or unconfirmed purchase orders and drafts follow-up emails. It also reads supplier responses, extracts delivery data and suggests updates to your purchase orders.
The result? Less time spent on routine communication, faster PO cycles and improved supplier performance.
And yes, there's more... It even learns from vendor-specific terminology. Suppose your supplier refers to “boxes” instead of “pieces” as the unit of measure in their confirmation, the agent adapts and recognizes this behaviour for future interactions. Smart, right?

 Sales Order Agent: Fast-Track Order Processing with Intelligence 

Next up is the Sales Order Agent. It brings intelligence and automation to one of the most time-consuming processes in sales: handling customer requests. Instead of relying on manual data entry and back-and-forth communication, this AI-driven agent interprets incoming requests, checks product availability, and generates accurate quotes and orders in real time. It can even engage in natural conversations to clarify missing details, ensuring smooth and precise transactions without constant human intervention. With features like capable-to-promise, the agent can confirm delivery dates based on inventory and capacity, giving customers reliable commitments instantly. By streamlining these steps, businesses benefit from faster turnaround times, fewer errors, and improved customer satisfaction, while freeing employees to focus on strategic, value-added work.

Payables Agent: Intelligent Invoice Processing 

The Payables Agent is a newly introduced Microsoft first-party Copilot agent that tackles the time-consuming task of processing vendor invoices end-to-end. It uses AI to monitor a designated inbox for incoming PDF invoices, extract relevant invoice data using Azure Document Intelligence, and intelligently match or suggest vendors and invoice details inside Business Central, reducing manual data entry and bottlenecks in accounts payable workflows.
The agent drafts purchase invoices that finance users can review, adjust, and finalize, while high-risk actions such as vendor creation and invoice posting always require human approval. Designed to run autonomously with minimal setup (limited to configuration and activation) the Payables Agent helps finance teams streamline invoice capture, improve accuracy, and maintain full control over accounting records.

Time & Expense Agent: Smart, Effortless Reporting

Say goodbye to the headache of time tracking. The Time Agent and Expense Agent automate the collection and categorization of receipts, mileage, and hours worked, reducing the administrative burden on employees. It intelligently scans receipts, extracts key information, and associates expenses with the correct projects or cost centers. By proactively flagging inconsistencies and prompting users for missing details, the agent ensures reports are accurate and compliant before submission.
This not only speeds up reimbursement cycles but also gives managers real-time visibility into spending trends and project costs. It’s like having a personal assistant who remembers every detail, without ever asking for a vacation.

Approvals Agent: Streamlining Project Approvals with Confidence

Approval workflows often create bottlenecks, especially in project-based organizations. The Approvals Agent streamlines this process by reviewing submissions against uploaded policy documents and classifying entries as “Ready for Approval” or “Needs Review.” It even supports auto-approval for low-risk transactions, reducing delays and minimizing errors. Instead of manually reviewing hundreds of entries, managers only handle exceptions flagged by the agent, accelerating project invoicing and improving compliance.

Scheduling Operations Agent: Real-Time Resource Optimization

Field Service operations depend on efficient scheduling, and this agent delivers exactly that. The Scheduling Operations Agent optimizes technician schedules in real time based on business goals such as maximizing utilization or prioritizing urgent work. It considers factors like travel time, skillsets and promise windows, and even handles last-minute changes such as cancellations or delays. Dispatchers can simply ask Copilot to “suggest a schedule,” and within seconds, the agent provides an optimized plan for the day, improving resource utilization and reducing manual workload.

Account Reconciliation Agent: Continuous Financial Accuracy

Finance team get support from the Account Reconciliation Agent. Instead of waiting for month-end chaos, this agent continuously reconciles transactions between ledgers and subledgers. It flags mismatches, suggests corrections, and maintains a full audit trail for compliance. 
The impact? Reconciliations are done daily flagging errors as soon as they happening giving finance teams more time for strategic analysis.

Intelligent Automation for Customer Engagement: CRM First-Party Agents

While ERP agents streamline operational efficiency, CRM first-party agents focus on customer engagement, service quality, and revenue growth. Embedded directly in Dynamics 365 Customer Service and Sales, these agents enhance how organizations understand customers, resolve issues, and build long-term relationships. 

Customer Intent Agent: Understanding the “Why” Behind Every Interaction

Customer interactions often start unstructured: emails, chats, calls, or short messages that leave room for interpretation. The Customer Intent Agent brings clarity by using generative AI to understand why a customer is reaching out.
By analyzing both historical and real-time interactions, the agent identifies customer intent, sentiment, and urgency. This intelligence ensures cases are categorized correctly from the start, routed to the right team, and supported with relevant knowledge recommendations.
The impact is immediate: fewer misrouted cases, faster response times, and a more personalized customer experience, whether the customer engages through self-service or with a live agent.

Case Management Agent: Consistency and Speed at Scale

Managing cases efficiently is critical when volumes increase. The Case Management Agent automates the end-to-end case lifecycle, from creation to closure.
It enriches new cases with contextual data, suggests prioritization, assigns the right queues, and keeps case information up to date throughout the resolution process. By reducing manual administration, service agents can focus on solving problems rather than managing records.
For organizations, this translates into faster resolutions, consistent handling across teams, and improved service level compliance, all while maintaining full configurability to align with internal processes.

Customer Knowledge Management Agent: Turning Experience into Scalable Knowledge

Every resolved case contains valuable insight. The Customer Knowledge Management Agent ensures that knowledge is not lost. By extracting information from closed cases, identifying gaps, and validating content for compliance, the agent continuously enriches the knowledge base. This improves answer quality for both self-service customers and service representatives, reducing repeat questions and dependency on individual expertise.
Over time, the knowledge base becomes smarter, more relevant, and easier to maintain, driving higher first-contact resolution and customer satisfaction.

Quality Evaluation Agent: Scaling Service Excellence

Ensuring consistent service quality across channels is a challenge, especially when manual reviews don’t scale. The Quality Evaluation Agent changes that.
Using AI-assisted and autonomous evaluations, the agent reviews customer interactions against defined quality and compliance criteria. Supervisors gain actionable insights into agent performance, adherence to scripts or policies, and overall service trends.
Instead of sampling a handful of interactions, organizations can now monitor quality at scale, supporting targeted coaching, continuous improvement, and regulatory compliance.

Sales Qualification Agent: Expanding the Pipeline Without Expanding Headcount

In sales organizations, long-tail leads are often left untouched. The Sales Qualification Agent addresses this gap by automating lead research, prioritization, and initial outreach under controlled autonomy.
The agent analyzes engagement signals and data points to qualify leads, progress opportunities, and ensure consistent follow-up. Sellers are freed from repetitive qualification work and can focus on discovery, relationship building, and closing deals.
The result is increased pipeline coverage, better lead conversion, and more effective use of sales capacity.

Automation You Can Trust

Microsoft’s first-party agents are fully integrated into Dynamics 365 and include simple, contextual monitoring tools. Users can review agent-generated tasks, track progress, and provide approvals or corrections directly within the application where the work happens. Every agent offers a built-in oversight experience, so organizations can trust automation while staying in control. Although the user interface varies slightly across Dynamics 365 applications, all first-party agents follow the same principles: transparency, human-in-the-loop oversight, and clear visibility into tasks and decisions.

The Cegeka Advantage: Custom Agents

It’s clear that these first-party agents are more than a feature; they’re a true game-changer. They save time, reduce costs and assist your teams so they can focus on what truly matters. Even though you can leverage a vast set of powerful standard agents across different applications in Dynamics 365, you can even take it one or two steps further.
Working shoulder to shoulder with you, we can co-create custom agents in your trusted CRM or ERP environment; the Quality Impact Recall Agent is a nice example. Once you get started, you'll see that the sky is the limit. Agents can support your teams throughout the entire company. In our article Future of Procurement we describe how a connected set of agents can work together to cover an entire procurement process. 

Need help identifying your most critical business processes or want to co-create custom Dynamics 365 agents in Copilot Studio? Request a hyperproductivity workshop with a Cegeka expert.