How to put agents to work without breaking what already runs the business?
Tomas Terezi
· Technical & Development
Two years ago, Copilot in Dynamics 365 was essentially a helpful colleague who could summarize a record or draft an email. The 2026 release wave 1 marks the point where that changed. Microsoft now ships agents across Sales, Customer Service, Finance and Supply Chain that do not simply answer questions. They take a business goal expressed in plain language, break it into concrete steps, and carry those steps out inside the system.
Two years ago, Copilot in Dynamics 365 was essentially a helpful colleague who could summarize a record or draft an email. The 2026 release wave 1 marks the point where that changed. Microsoft now ships agents across Sales, Customer Service, Finance and Supply Chain that do not simply answer questions. They take a business goal expressed in plain language, break it into concrete steps, and carry those steps out inside the system.
The clearest example is the Contact Center, which Microsoft is turning into a fully agentic environment. Cases get triaged, routed, drafted and in many instances resolved before a human ever opens them. Containment rates, the share of inquiries handled entirely without human involvement, have become a headline metric in customer service projects. On the finance side, the new autonomous Payflow Agent takes over payment processing tasks that used to consume hours of accounts payable time every week.
Anyone who has sat through a Dynamics implementation knows the traditional shape of the work: requirements, configuration, data migration, training, support. Agents add a layer that behaves differently from anything consultants have deployed before. An agent is not a workflow. It does not follow a fixed path, and its behavior depends on the quality of the data and knowledge it can reach.
That has practical consequences. Data hygiene, long treated as a cleanup task to squeeze in before migration weekend, is now a precondition for the headline features working at all. An agent drafting customer responses from a knowledge base full of outdated articles will confidently produce outdated answers. Teams that skipped the unglamorous work of curating their content are discovering that the bill has arrived.
Scoping also changes. Clients increasingly arrive with expectations set by consumer AI tools and assume the same fluency will appear in their ERP on day one. Part of the consultant's job in 2026 is expectation management: being clear about what agents do well today, where they still need human review, and which processes are genuinely ready to hand over.
