M365 Archive

RM571678 - Dynamics 365 Customer Service: Service tools, skills and plugins are now available for Cowork, Code and Scout

Microsoft 365 Roadmap

Summary

The updated Service application brings Dynamics 365 Customer Service context, actions, and guided workflows into supported Copilot experiences, including Chat, Cowork, Code, and Scout. Customer service teams can work with service information and take supported actions in the flow of work, reducing the need to switch to Dynamics 365.

Roadmap ID

571678

View in M365 Roadmap

Published

Sep 30, 2026

Status

In development

Release

General Availability

Platforms

Web

Service

Dynamics 365 Customer Service

Tag

In development
General Availability
Worldwide (Standard Multi-Tenant)

Cloud

Worldwide (Standard Multi-Tenant)

Description

The updated Service application brings Dynamics 365 Customer Service context, actions, and guided workflows into supported Copilot experiences, including Chat, Cowork, Code, and Scout. Customer service teams can work with service information and take supported actions in the flow of work, reducing the need to switch to Dynamics 365.

First-party tools delivered through the Service package on Dynamics 365 MCP respect Dynamics 365 business logic and the user's existing permissions on each call. The package provides a governed foundation for the supported tools and skills. Availability is tracked separately for each experience.

GA date: September CY2026