Agents in sales and service can provide the connective layer that links AI, CRM, and teams to drive revenue. Yet, many enterprises are still only using them for their basic automative capabilities. Across four focused sessions, gain a playbook for prioritizing sales and service agent use cases, governing models, and scaling pilots to drive revenue and improve customer outcomes in this masterclass.
Wednesday, March 18
Session 1: Real-World Strategies for Scaling AI Agents and Copilot in CRM
- Time: 1:40 – 2:10
AI can accelerate sales and elevate service, but only if organizations overcome the friction that keeps agents from delivering real impact. Learn how to align AI initiatives with business objectives, prioritize high‑ROI use cases, and build the organizational readiness needed for meaningful transformation. Leave with a realistic view of what works, what doesn’t, and how to steer your organization toward meaningful impact.
Session 2: Agentic CX Unlocked: A Deep Dive into Agents in Dynamics 365 Sales
- Time: 2:20 – 2:50
Help sales teams focus on customer engagement by automating repetitive tasks through the powerful capabilities of AI agents in Dynamics 365. Learn how to effectively deploy Sales Qualification, Research, and Close agents in Dynamics 365 to speed lead triage, surface useful recommendations, and reduce pipeline risk. Walk away with a clear understanding of when to apply each agent, how they fit into seller workflows, and the practical steps to adopt them safely and at scale.
Session 3: The Agentic Sales Funnel
- Time: 3:00 – 3:30
Make your Sales Funnels AI ready through the advanced capabilities of Copilots and Agents in Dynamics 365. Learn how to prepare your data, deploy agents where they add the most value, and integrate AI‑driven insights into seller workflows to speed qualification and improve pipeline health. Leave with the knowledge of how Microsoft rolls out their own agents and how to maximize human sales productivity in the age of AI.
Session 4: AI Interoperability for Contact Centers: MCP in Dynamics 365
- Time: 3:45 – 4:15
Unify customer interactions at scale with Model Context Protocol (MCP) to share context across channels to effectively drive revenue. Learn how to turn fragmented interactions into coordinated journeys that boost agent productivity, shorten sales cycles, and guardrails the data agents have access to. Hear real-world use cases where MCP adoption led to tangible gains in efficiency.
Learn More
For more details on the individual sessions within the Redefining Sales & Customer Service with Agents masterclass, which is included in your All-Access Attendee Pass to AI Agent & Copilot Summit, simply click the “Learn More” button under each session listing.
AI Agent & Copilot Summit is an AI-first event to define opportunities, impact, and outcomes with Microsoft Copilot and agents. Building on its 2025 success, the 2026 event takes place March 17-19 in San Diego. Get more details.
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