Agentic Copilot: Transforming Managed Services with AI-Driven Support
Session Overview: “Managed Services teams supporting Dynamics 365 and Power Platform environments are under constant pressure to respond faster, scale operations, and improve service quality without adding headcount. Agentic Copilot AI introduces a new support model – one where AI agents actively participate in service workflows, rather than simply assisting human users.
This session explores how Agentic Copilot can be integrated into a Dynamics 365 and Power Platform managed services environment to streamline support operations. Attendees will see how AI agents can automatically reference knowledge articles to resolve common issues, interact directly with end users to collect troubleshooting details, and create and route support tickets into CRM or service management systems.
The session walks through a practical, real‑world approach to implementing an AI‑enabled support model that reduces response times, improves knowledge reuse, and allows consultants to focus on higher‑value problem solving. Emphasis is placed on where agentic AI fits into existing Dynamics support processes and what organizations should consider when operationalizing AI in production environments.
This session is ideal for Dynamics leaders, IT decision‑makers, and support teams looking to modernize managed services delivery and understand how agentic AI can drive measurable improvements in efficiency and service outcomes.”
Learning Objectives:
- Understand the Agentic AI Support Model: Explain how Agentic Copilot differs from traditional support tools and where it fits within Dynamics 365 and Power Platform managed services workflows.
- Identify Practical Use Cases for AI in Support Operations: Explore real-world scenarios where AI agents can automate issue resolution, gather troubleshooting data, and create/manage support tickets.
- Evaluate Implementation Considerations and Impact: Assess key requirements, risks, and best practices for deploying AI-enabled support, including knowledge management, process alignment, and expected efficiency gains.
Speakers: Justin Miller
Recorded at: Community Summit NA 2026
Type: Education Session
Ability Level: 201 – Intermediate
Primary Product: Agents & Copilot
Tracks: Artificial Intelligence (AI)
Terms: All rights reserved by the speaker, Community Summit NA, and Dynamic Communities and cannot be reproduced or distributed without express written consent by the speaker and Dynamic Communities.
