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Applies to: Dynamics 365 Customer Service
Service agents help organizations resolve routine issues instantly (deflection), while empowering service teams with automation and AI assistance. Intent-driven experiences connect customers to the right answers or the right representative, faster. Behind the scenes, autonomous agents can discover top contact reasons, recommend knowledge, automate case updates and follow-ups, and continuously improve the knowledge base so service stays accurate, targeted, and personalized at scale.
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The agent templates aren't yet ready for download. If you're interested in the agent templates, fill in this form.
Available agent templates
These service agents leverage first‑party Dynamics 365 Customer Service and Contact Center Agent capabilities, alongside Microsoft Copilot Studio and Copilot in Dynamics 365.
| Agent | Category | Key benefit |
|---|---|---|
| Case Categorization & Enrichment Agent | Automation | Automated case field population (type, priority, category, product, custom fields). |
| Automate Routine Queries Agent | Self-Service | Instant and autonomous self-service across all channels for routine queries and actions. |
| After Hours Service Agent | Support | Round‑the‑clock availability that minimizes the need for overnight staffing. |
| Q&A Generative and Verbatim Responses Agent | Compliance | AI-powered question interpretation with exact verbatim responses. |
| Generate Customer Response Letter Agent | Documentation | Automated customer letter generation from Dynamics 365 case data. |
| Automated Case Follow-ups Agent | Automation | Automated follow-up email generation and sending. |
| Service Quality Evaluation Agent | Quality | Autonomous scoring of cases and conversations with AI-driven assessments. |
| Financial Health and Eligibility Prescreening Agent | Compliance | Automated information and document collection with validation. |
| Service Level Adjustment Agent | Support | Real-time vulnerability signal detection from conversations and case data. |