Unlock more powerful AI automation across service workflows

Service representatives can now use AI agents to perform rich actions such as case enrichment, drafting and sending email responses, or recommending next steps. With the Dynamics 365 Customer Service MCP server, teams can automate key parts of the support lifecycle while ensuring each interaction complies with your organization’s data and security standards.

Because the MCP server works across the broader MCP ecosystem, you can combine it with the Dataverse MCP server or other business‑app MCP servers to orchestrate cross‑functional workflows. For example, resolving a support case and then triggering downstream actions in ERP or sales systems.

What’s new: Available tools in the Dynamics 365 Customer Service MCP server

The new Dynamics 365 Customer Service MCP server introduces a powerful set of tools that enable AI‑driven updates, recommendations, and customer communications.

Customer Service MCP server tools

Tool	What it does
`enrich_case`	Enriches a case by predicting and updating fields using AI‑powered suggestions (for example, from an email activity).
`get_next_suggestion_on_case`	Provides recommended next steps for a case using contextual signals such as customer messages or case history.
`draft_email_with_suggested_response`	Drafts a customer‑ready response using case context and suggested actions.
`send_email`	Sends a previously drafted email using Dataverse email records.
`resolve_incident`	Resolves a case with required resolution notes.

Dataverse MCP server tools (commonly used alongside Customer Service)

These tools allow agents to read, write, and update Dataverse data, enabling cross‑system workflows:

list_tables
describe_table
read_query
create_record
update_record
retrieve_knowledge
and more