On November 25, 2025, Microsoft expanded Dynamics 365 with new AI-driven “agents” and updated licensing to enhance key business functions. As of that date, Dynamics 365 Premium began including 1,000 Copilot Credits per user. These credits are units of capacity for AI features, and their inclusion empowers customers to run advanced AI agents across Dynamics 365 modules like Sales, Customer Service, Finance, and Supply Chain without extra purchase.
In October 2025, Microsoft also announced two new pre-built AI agents and accelerated the release of several others to help organizations transform their sales and service processes.
What is Dynamics 365
Microsoft Dynamics 365 is a cloud-based suite of enterprise business applications that combines Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) capabilities. It includes modules such as Dynamics 365 Sales, Customer Service, Finance, Supply Chain Management, and more. These applications help companies manage customer interactions, finances, operations, and other core activities in an integrated platform.
Dynamics 365 also incorporates Microsoft Copilot (an AI-powered assistant) to enhance productivity. Copilot and the new Dynamics 365 agents use Artificial Intelligence (AI) to automate tasks, analyze data, and support users with insights and recommendations directly within the business workflow.
New AI “Agents” for Business
In late October 2025, Microsoft introduced two new Dynamics 365 AI agents:
- Sales Close Agent – This agent helps sales teams focus on high-value opportunities and close deals faster by proactively identifying risks in the pipeline and even completing simple sales transactions. (Available in public preview since October 25, 2025.)
- Quality Evaluation Agent – This agent monitors service quality in real time across customer support cases and calls. It uses AI to review the majority of interactions (both human and AI-driven), detects anomalies, and suggests improvements for consistent service quality. (Generally available since October 24, 2025.)
Expanded Agent Portfolio & Earlier Availability
Microsoft accelerated the rollout of other previously announced agents in Dynamics 365:
- Sales Research Agent – Became available in public preview on October 1, 2025 (Dynamics 365 Sales).
- Sales Qualification Agent – Reached general availability on October 25, 2025 (Dynamics 365 Sales).
- Case Management Agent, Customer Knowledge Management Agent, and Customer Intent Agent – All became generally available on October 24, 2025 (for Dynamics 365 Customer Service and/or Contact Center).
Enhanced AI Capabilities in Finance and Operations
Alongside sales and service, Dynamics 365’s finance and supply chain functions also benefited from AI. For example:
- Account Reconciliation Agent (Dynamics 365 Finance) – Automates financial reconciliations.
- Supplier Communications Agent (Supply Chain Management) – Automates supplier email responses.
These agents were introduced earlier and illustrate Microsoft’s broader move to embed AI across all areas of business operations.
Copilot Credits Included in Premium Licenses
To support these AI features, Dynamics 365 Premium licenses began including 1,000 Copilot Credits per user as of November 25, 2025. This built-in monthly credit allowance (pooled at the tenant level) gives organizations a substantial amount of AI usage capacity out-of-the-box. It lowers the barrier to using the new agents, since many scenarios can be tried without immediate additional costs or licenses.
Licensing
The new Dynamics 365 agents are add-on capabilities that work with existing Dynamics 365 apps and consume Copilot Credits when they run. Each agent requires its corresponding Dynamics 365 application (for example, the Sales Close Agent requires a Dynamics 365 Sales license, and the Quality Evaluation Agent works with Dynamics 365 Customer Service or Contact Center).
With the latest changes, customers with a Premium Stock Keeping Unit (SKU) of a Dynamics 365 app (such as Sales Premium, Customer Service Premium, Finance Premium, or Supply Chain Management Premium) automatically receive 1,000 Copilot Credits per user as part of their license each month. These credits are shared across the tenant, allowing flexibility in how they are used among different agents and users.
If the included credits are not enough, or if a customer is using a non-Premium (standard) license, additional Copilot Credits can be obtained through several options. Microsoft offers pay-as-you-go usage, capacity pack add-ons, and pre-purchase plans for buying extra Copilot Credit capacity.
This flexible licensing approach allows organizations to start experimenting with AI agents using the credits included in Premium plans and then scale up their usage by purchasing more credits only when needed.
Expert tip: Because licensing can be complex with the mix of base application licenses and AI credit add-ons, it is wise to seek professional guidance. SCHNEIDER IT MANAGEMENT offers expert advice to help businesses understand these changes and optimize their Dynamics 365 licensing. Consulting an expert ensures you maximize the value of the included credits and choose the most cost-effective way to license additional AI capabilities if required.
More Information
For further details and resources on the Dynamics 365 expansion and new AI agents, please refer to the following links:
- Microsoft Dynamics 365 Blog (Oct 21, 2025) – “From systems of record to systems of action: Dynamics 365, agentic business applications for the frontier”:
https://aka.ms/AgenticBusinessApplications - Dynamics 365 Pre-built Agents Overview:
https://aka.ms/D365agentsoverview - Agentic Business Applications FAQ:
https://aka.ms/D365agentspartnerFAQ
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