Dynamics 365 Customer Service – Connect AI agents using Model Context Protocol server

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 October 1, 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.