Community Summit North America 2026: Dynamics 365 CE plans functional expansion while pursuing Microsoft AI ambitions

The Dynamics 365 Sales and Service roadmap in Microsoft’s FY27 will balance core CRM modernization goals with AI agents. At Community Summit 2026, the Dynamics 365 Customer Engagement keynote session was focused squarely on the agentic side of that plan, with updates about Work IQ, purpose-built agents, Copilot Cowork, other Cowork experiences with D365, and the spectrum of pre-built agents already in market or in preview for supporting CRM scenarios.

Improvements and roadmap plans

Recent product updates in Dynamics 365 Sales that have reached general availability include its MCP Server, four sales-related agents, and the AI Hub, an in-app agent management interface. Sales in Outlook Mobile and new data enrichment features are also now GA, Mike Morton, Microsoft’s product management lead for Dynamics 365 Sales told the Summit audience. 

D365 pre-built agents vary in complexity, Morton noted. Organizations are moving toward AI and agents at different paces, and some are more interested in the delivery of core improvements to their apps.

“We hear that many companies aren't ready to turn on agents, so we give you flexibility,” he told the audience.