wording/formatting changes

Author: lucciz01

support/dynamics-365/sales/troubleshoot-ai-agents-issues.md

@@ -1,38 +1,44 @@
 ---
-title: Troubleshoot issues with sales AI agents
-description: Provides resolutions for the known issues that are related to AI agents in Dynamics 365 Sales.
-author: 
-ms.author: 
-ms.reviewer: 
-ms.date: 08/07/2025
+title: Troubleshoot Issues With Dynamics 365 Sales AI Agents
+description: Solves issues that are related to Sales Qualification Agent and Opportunity Research Agent in Microsoft Dynamics 365 Sales.
+author: pachatte
+ms.author: pachatte
+ms.reviewer: aam, lavanyakr
+ms.date: 08/13/2025
 ms.custom: 
 ---
-# Troubleshoot issues with sales AI agents
+# Dynamics 365 Sales AI agent is stuck during activation
 
-This article helps you troubleshoot and resolve issues related to AI agents in Microsoft Dynamics 365 Sales.
+This article provides step-by-step guidance to troubleshoot and resolve issues with AI agents ([Sales Qualification Agent](/dynamics365/sales/sales-qualification-agent) and [Opportunity Research Agent](/dynamics365/sales/opportunity-research-agent)) in Microsoft Dynamics 365 Sales.
 
-## Sales AI agent is stuck during the activation process
+## Symptoms
 
-### Symptoms 
+- The agent remains stuck in the **Starting Agent**, **Starting Test**, or **Applying changes** state for more than 10 minutes when you try to test, start, or update its configuration.
+- You receive error messages such as "Something went wrong. Please try again" or "Couldn't start the agent. Please try again."
+- The agent's state reverts to its previous status, such as **Draft** or **On**.
 
-- When you try to test or start the agent, or apply changes after editing the agent configuration, the agent is stuck in the **Starting Agent**, **Starting Test**, or **Applying changes** state for more than 10 minutes.
-- You see an error message that says "Something went wrong. Please try again." or "Couldn't start the agent. Please try again."
-- You see that the agent state is reset to its previous state, such as **Draft** or **On**.
+## Cause
 
+This issue occurs when the agent can't start the Power Automate flow required for activation. To check if the problem is related to the Power Automate flow, run the following query:
 
-### Cause
+`<ORGURL>/api/data/v9.0/callbackregistrations?$filter=entityname eq 'msdyn_salesagentprofile'&$select=name,filteringattributes,softdeletestatus`
 
-The agent is unable to start the Power Automate flow that activates the agent. To identify if the issue is related to the Power Automate flow, go to `<ORGURL>/api/data/v9.0/callbackregistrations?$filter=entityname eq 'msdyn_salesagentprofile'&$select=name,filteringattributes,softdeletestatus`
+If the query returns no results or if `softdeletestatus` is set to **1**, the issue is related to the Power Automate flow.
 
-If there are no results OR if `softdeletestatus` is 1, then the issue is related to the Power Automate flow.
+## Resolution
 
-### Resolution
+Follow these steps to resolve the issue:
 
 1. Go to the [Power Automate portal](https://make.powerautomate.com).
-2. Select the environment in which the agent is being published.
-3. Go to **My Flows**.
-4. Open the **Activate Sales Agent Profile Flow** flow.
-5. Turn it off and then turn it on again.
-6. Go to `<ORGURL>/api/data/v9.0/callbackregistrations?$filter=entityname eq 'msdyn_salesagentprofile'&$select=name,filteringattributes,softdeletestatus`.
-1. Check if the `softdeletestatus` is 0. 
-1. Open the Sales Hub app and start the agent.
+2. Select the environment where the agent is published.
+3. Navigate to **My Flows**.
+4. Open the **Activate Sales Agent Profile Flow**.
+5. Turn the flow off, then turn it back on.
+6. Run the query again:
+
+   `<ORGURL>/api/data/v9.0/callbackregistrations?$filter=entityname eq 'msdyn_salesagentprofile'&$select=name,filteringattributes,softdeletestatus`
+
+7. Confirm that `softdeletestatus` is **0**.
+8. Open the Sales Hub app and start the agent.
+
+If the issue persists after following these steps, contact your system administrator or Microsoft support for further assistance.