Microsoft has added AI agents for marketing to Dynamics 365 Customer Insights. Journey Creation Agent builds a ready-to-run customer journey from a plain-language description. Outreach Optimization Agent tunes the timing and sequence of outreach. And the Customer Insights MCP server lets any CRM agent check a customer's consent in real time. All three are in public preview.
Microsoft has built AI directly into Power Apps business apps. Copilot answers questions about the app's data, pre-built skills fill in forms and write summaries, and agents take actions on the user's behalf. To keep agents in check there's Agent Feed: the agent handles minor actions on its own and sends important ones to a person for approval.
On September 9, 2026, Microsoft launched the public preview of Dynamics 365 Activate. It's an AI tool that analyzes a company's current CRM, builds a migration plan, generates the Dynamics 365 configuration, and automates data migration. The first supported scenario is moving from Salesforce. Microsoft says ERP scenarios will follow later in 2026.
On October 8, 2026, Microsoft released 30 pre-built CRM skills for Copilot Cowork, covering Dynamics 365 Sales, Customer Service, and Customer Insights. A salesperson or support agent now gives Copilot a task, and Cowork pulls the data from CRM, email, and meetings and proposes a result. It changes a CRM record only after a person confirms.
Microsoft has changed the date. Usage-based billing will be on by default for new Microsoft 365 Copilot Business licenses purchased through CSP starting December 1, 2026. The earlier date was November 2. Along with the new date, Microsoft announced a default spending limit, a list of countries where the change starts later, and, in a separate announcement, the option to buy Copilot without a Microsoft 365 base subscription.
On September 22, 2026, Microsoft began rolling out two new frontier models in Copilot: Anthropic's Claude Opus 5.5 and OpenAI's GPT-6 Sol. They are arriving in Word, Excel, PowerPoint, Copilot Chat, Cowork, and Copilot Studio. Microsoft's reasoning: no single model is ideal for every task. But response quality depends not only on the model — it also depends on what Copilot knows about a specific company's work.
Starting November 2, 2026, all new Microsoft 365 Copilot Business licenses purchased through CSP will automatically get a configured usage-based billing model — payment for actual consumption of extended AI services: Copilot Cowork, Work IQ APIs, and agent scenarios. Core Copilot capabilities stay part of the regular per-user license and don't change in price.
AI Governance Management System is a Progresia solution that gives a company a single space for controlled, accountable use of AI: a registry of every system and agent, risk assessment, production readiness checks, and a transparent approval history — instead of scattered AI initiatives with no owner and no oversight.
Microsoft is bringing back a Microsoft 365 roadmap feature that lets you talk with Copilot in Word and PowerPoint: instead of typing a prompt, you speak to the assistant out loud and get realtime answers about the content of your document or presentation. Rollout is planned for October 2026 — the second attempt at release after a pause for rework.
The deal is closed, the client is waiting for the contract, and the document has been "in approval" for a week now — somewhere between the lawyer who replied on WhatsApp and the CFO who hasn't seen the latest version yet. No one is specifically at fault, but time keeps passing while the deal sits in the CRM with a status that no longer matches reality.
A sales manager gets an inquiry from a new company, opens four browser tabs — YouControl, the Ministry of Justice site, the court records registry, Google — and twenty minutes later still can't tell whether it's safe to offer payment terms. Meanwhile the deal is already sitting in the CRM marked "pending approval."
Starting October 1, 2026, Microsoft adds a 5% surcharge to the cost of annual-term CSP subscriptions for SQL Server, Windows Server, Client Access Licenses, and System Center when a company pays monthly instead of paying for the full year upfront. Annual prepayment and month-to-month subscriptions are not affected.