Microsoft ships 30 Dynamics 365 CRM skills, reports 18% vs 9% lead conversion with agents
shashib · x · 2026-10-11
Microsoft announced 30 new Dynamics 365 skills and agents that bring customer context into Copilot and Teams. Key points:
- 30 pre-built skills are GA in Cowork, covering Sales, Customer Service and Customer Insights; sellers can surface at-risk deals and propose record updates for review.
- Sales Development Agent is in public preview; the expanded Service Agent is private preview; Copilot credit consumption starts Nov 16.
- Microsoft reports 18% lead-to-opportunity conversion with the Sales Development Agent vs 9% with traditional approaches.
- Framed as "agentic, headless CRM": records stay in Dynamics 365 while work happens wherever the rep already is.
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