Added Dynamics 365 Agent Templates to the repo

Author: aloking

guidance/agent-templates/after-hours-service-agent.md

@@ -0,0 +1,72 @@
+---
+title: "After Hours Service Agent"
+description: "Provide 24/7 customer support while protecting on-call engineers from unnecessary interruptions"
+author: "Microsoft"
+ms.date: 2/2/2026
+ms.topic: how-to
+ms.service: dynamics-365-customer-service
+---
+
+# After Hours Service Agent
+
+Provides 24/7 customer support while protecting on-call engineers from unnecessary interruptions. Reduces on-call fatigue and costs by intelligently triaging after-hours requests, pre-screening to escalate only true emergencies while handling routine inquiries through self-service or scheduling for next business day.
+
+## Overview
+
+Agent answering after-hours calls, responding to chat and emails using AI to assess issue severity through conversational triage. Asks diagnostic questions, searches knowledge base for solutions, and applies business rules to determine true emergencies. Non-critical issues receive self-service guidance or scheduled callbacks. Emergencies trigger on-call engineer notification with full context via SMS, email, or Teams.
+
+## Key benefits
+
+- 24/7 availability without staffing night shifts
+- Intelligent emergency triage reducing unnecessary on-call escalations
+- Voice IVR with natural language understanding
+- Automated severity assessment based on issue type, customer impact, and business criticality
+- Self-service resolution for common after-hours issues
+- Case creation with priority routing for non-emergency requests
+- SMS/email notifications to on-call engineers with incident details
+- Call recording and transcription for audit trails
+
+## Scenarios
+
+- System outage assessment
+- Password resets
+- VPN access issues
+- Critical production failures
+- Scheduled maintenance inquiries
+- Equipment malfunctions
+- Emergency vs. non-emergency determination
+
+## Supported channels
+
+- Voice
+- Chat
+- Email
+
+## Industries
+
+- IT Services
+- Healthcare
+- Manufacturing
+- Utilities
+- Financial Services
+- Telecommunications
+- Property Management
+- Security Services
+
+## Licensing requirements
+
+- Dynamics 365 Customer Service or Contact Center license
+- Microsoft Copilot Studio
+- Copilot Studio Credits Capacity
+
+## Next steps
+
+- [Configure service agents](/dynamics365/customer-service/configure-agents)
+- [Test your agent deployment](/dynamics365/customer-service/test-agents)
+- [Monitor agent performance](/dynamics365/customer-service/agent-analytics)
+
+## Related content
+
+- [Service agent templates overview](../service-agent-templates.md)
+- [Dynamics 365 Customer Service overview](/dynamics365/customer-service/overview)
+- [Microsoft Copilot Studio documentation](/microsoft-copilot-studio/)

guidance/agent-templates/automate-routine-queries-agent.md

@@ -0,0 +1,74 @@
+---
+title: "Automate Routine Queries Agent"
+description: "Reduce contact center costs with intelligent self-service AI agents that handle routine inquiries"
+author: "Microsoft"
+ms.date: 2/2/2026
+ms.topic: how-to
+ms.service: dynamics-365-customer-service
+---
+
+# Automate Routine Queries Agent
+
+Reduces contact center costs by deflecting routine inquiries to intelligent self-service AI agents. Delivers 30-70% deflection rates with $0.50 per AI session versus $5-$10 for human representatives, while providing instant 24/7 customer responses.
+
+## Overview
+
+Microsoft Copilot Studio creates conversational AI agents handling common inquiries across chat, voice, SMS, social media, and Teams. Generative AI orchestration dynamically chains topics, actions, and knowledge sources based on customer intent. Provides real-time knowledge search with citations and executes actions like retrieving account data or updating preferences.
+
+## Key benefits
+
+- Instant 24/7 self-service across all channels
+- Potential for 30-70% cost reduction through automated deflection
+- Generative AI orchestration for natural, multi-intent conversations
+- Multi-source knowledge integration with cited answers
+- Seamless escalation to human representatives with context
+- IVR capabilities for voice channels
+- Action execution via APIs, flows, and connectors
+
+## Scenarios
+
+- FAQ inquiries
+- Order status checks
+- Troubleshooting
+- Appointment scheduling
+- Multi-step processes
+- Voice IVR automation
+
+## Supported channels
+
+- Voice
+- Chat
+- Email
+- SMS
+- Social Channels
+
+## Industries
+
+- Retail
+- Financial Services
+- Healthcare
+- Telecommunications
+- Travel
+- Utilities
+- Insurance
+- Government
+- Education
+- Technology
+
+## Licensing requirements
+
+- Dynamics 365 Customer Service or Contact Center license
+- Microsoft Copilot Studio
+- Copilot Studio Credits Capacity
+
+## Next steps
+
+- [Configure service agents](/dynamics365/customer-service/configure-agents)
+- [Test your agent deployment](/dynamics365/customer-service/test-agents)
+- [Monitor agent performance](/dynamics365/customer-service/agent-analytics)
+
+## Related content
+
+- [Service agent templates overview](../service-agent-templates.md)
+- [Dynamics 365 Customer Service overview](/dynamics365/customer-service/overview)
+- [Microsoft Copilot Studio documentation](/microsoft-copilot-studio/)

guidance/agent-templates/automated-case-followups-agent.md

@@ -0,0 +1,62 @@
+---
+title: "Automated Case Follow-ups Agent"
+description: "Reduce manual communication overhead with automatic follow-up tracking and email generation"
+author: "Microsoft"
+ms.date: 2/2/2026
+ms.topic: how-to
+ms.service: dynamics-365-customer-service
+---
+
+# Automated Case Follow-ups Agent
+
+Reduces manual communication overhead and streamlines case closure by automatically tracking cases needing attention and sending periodic follow-up emails based on SLA criteria or business rules. Eliminates administrative burden of monitoring aging cases and manually drafting follow-up communications.
+
+## Overview
+
+Agent autonomously monitors cases matching configured conditions and sends periodic follow-up emails to customers awaiting response. Administrators define rules specifying conditions (case age, status, category), automation level, number of follow-ups, wait times between attempts, and email templates. Agent drafts contextual follow-up emails requesting customer response. If no response after final follow-up, agent automatically populates resolution details and closes case.
+
+## Key benefits
+
+- Automated follow-up email generation and sending
+- SLA-driven tracking of cases requiring attention
+- Configurable follow-up frequency and number of attempts
+- Full or semi-automation modes (autonomous sending or representative review)
+- Automatic case closure when customers don't respond after final follow-up
+- Rule-based triggering using conditions (case age, status reason, category, product)
+- Reduces case backlog and improves closure rates
+- Email template customization per rule
+
+## Scenarios
+
+- Pending customer response cases
+- On-hold case monitoring
+- SLA breach prevention
+- Awaiting information follow-ups
+- Abandoned case closure
+- Post-resolution satisfaction checks
+
+## Supported channels
+
+- Email
+
+## Industries
+
+- All sectors requiring systematic case follow-up and closure management
+
+## Licensing requirements
+
+- Dynamics 365 Customer Service or Contact Center license
+- Microsoft Copilot Studio
+- Copilot Studio Credits Capacity
+
+## Next steps
+
+- [Configure service agents](/dynamics365/customer-service/configure-agents)
+- [Test your agent deployment](/dynamics365/customer-service/test-agents)
+- [Monitor agent performance](/dynamics365/customer-service/agent-analytics)
+
+## Related content
+
+- [Service agent templates overview](../service-agent-templates.md)
+- [Dynamics 365 Customer Service overview](/dynamics365/customer-service/overview)
+- [Microsoft Copilot Studio documentation](/microsoft-copilot-studio/)

guidance/agent-templates/case-categorization-agent.md

@@ -0,0 +1,71 @@
+---
+title: "Case Categorization & Enrichments Agent"
+description: "Automatically extract information from customer interactions and populate case fields with AI-predicted values"
+author: "Microsoft"
+ms.date: 2/2/2026
+ms.topic: how-to
+ms.service: dynamics-365-customer-service
+---
+
+# Case Categorization & Enrichments Agent
+
+Eliminates manual data entry and reduces case handling time by automatically extracting information from customer interactions and intelligently populating case fields with AI-predicted values. This can automatically categorize the cases so they are routed to the correct team, eliminating the need for a manual triage or passing back and forth between teams.
+
+## Overview
+
+Leverages generative AI to automatically extract, predict, and populate case field values from conversations and emails. Analyzes semantic context from chat transcripts, voice calls, and email content to intelligently categorize cases. Administrators configure prediction fields and conditional rules. Enrichment occurs when representatives accept conversations, during interactions, at conversation end, and when emails arrive.
+
+## Key benefits
+
+- Automated case field population (type, priority, category, product, custom fields)
+- Reduced manual data entry and administrative tasks
+- Intelligent lookup resolution with hierarchical relationships
+- Real-time enrichment during conversations and from emails
+- Conditional rule-based updates based on case attributes
+
+## Scenarios
+
+- Autonomous case creation from chats
+- Email-to-case enrichment
+- Real-time updates during conversations
+- Conditional field updates
+- Hierarchical categorization (parent-child relationships)
+
+## Supported channels
+
+- Email
+- Chat
+- Voice
+- SMS
+- Social Channels
+
+## Industries
+
+- Technology
+- Financial Services
+- Healthcare
+- Retail
+- Telecommunications
+- Manufacturing
+- Professional Services
+- Government
+- Education
+- Utilities
+
+## Licensing requirements
+
+- Dynamics 365 Customer Service or Contact Center license
+- Microsoft Copilot Studio
+- Copilot Studio Credits Capacity
+
+## Next steps
+
+- [Configure service agents](/dynamics365/customer-service/configure-agents)
+- [Test your agent deployment](/dynamics365/customer-service/test-agents)
+- [Monitor agent performance](/dynamics365/customer-service/agent-analytics)
+
+## Related content
+
+- [Service agent templates overview](../service-agent-templates.md)
+- [Dynamics 365 Customer Service overview](/dynamics365/customer-service/overview)
+- [Microsoft Copilot Studio documentation](/microsoft-copilot-studio/)

guidance/agent-templates/complaint-response-letter-agent.md

@@ -0,0 +1,68 @@
+---
+title: "Generate Customer Response Letter Agent"
+description: "Automate complaint First Response Letter generation and reduce drafting time by 70%"
+author: "Microsoft"
+ms.date: 2/2/2026
+ms.topic: how-to
+ms.service: dynamics-365-customer-service
+---
+
+# Generate Customer Response Letter Agent
+
+Automates complaint First Response Letter (FRL) generation, reducing drafting time by 70%. For organizations processing 60,000+ complaints annually, saves approximately 1,700 working days (42,000 hours), allowing complaint handlers to focus on resolution rather than administrative tasks.
+
+## Overview
+
+Generative AI agent automatically drafts First Response Letters by extracting and synthesizing investigation findings, activities, and actions documented in Dynamics 365 complaint cases. Combines verbatim details (dates, facts, findings) with AI-generated narrative explaining resolution steps and outcomes. Complaint handlers review, adjust, and approve drafts before customer delivery.
+
+## Key benefits
+
+- Automated FRL draft generation from Dynamics 365 case data
+- 70% time reduction in letter drafting
+- Extracts findings, activities, and actions from investigation records
+- Combines generative AI summaries with verbatim documented information
+- Maintains regulatory compliance with accurate, auditable content
+- Human-in-the-loop review and adjustment before sending
+- Consistent, professional tone across all correspondence
+
+## Scenarios
+
+- Financial complaint responses
+- Regulatory correspondence
+- Investigation summaries
+- Multi-department finding synthesis
+- Complaint resolution documentation
+
+## Supported channels
+
+- Chat
+- Email
+- Voice
+
+## Industries
+
+- Financial Services
+- Banking
+- Insurance
+- Healthcare
+- Utilities
+- Government
+- Regulated Industries
+
+## Licensing requirements
+
+- Dynamics 365 Customer Service or Contact Center license
+- Microsoft Copilot Studio
+- Copilot Studio Credits Capacity
+
+## Next steps
+
+- [Configure service agents](/dynamics365/customer-service/configure-agents)
+- [Test your agent deployment](/dynamics365/customer-service/test-agents)
+- [Monitor agent performance](/dynamics365/customer-service/agent-analytics)
+
+## Related content
+
+- [Service agent templates overview](../service-agent-templates.md)
+- [Dynamics 365 Customer Service overview](/dynamics365/customer-service/overview)
+- [Microsoft Copilot Studio documentation](/microsoft-copilot-studio/)

guidance/agent-templates/dynamics365-agent-templates.md

@@ -0,0 +1,36 @@
+---
+title: "Dynamics365 Agent Templates Overview"
+description: "Organizations can accelerate adoption of AI Agents by deploying pre-built, templated agents designed around high-value, repeatable use cases"
+author: "aloking"
+ms.date: 2/2/2026
+ms.topic: concept-article
+ms.service: dynamics-365
+---
+# Get Started with Dynamics 365 Agent Templates
+
+Organizations can accelerate adoption of AI Agents by deploying pre-built, templated agents designed around high-value, repeatable use cases. These scenarios are grounded in historical customer demand and industry-specific regulatory requirements, ensuring strong relevance and broad applicability. These ready-made agents offer rapid enablement and adoption within days delivering immediate, demonstrable value with clear and measurable return on investment (ROI) for customers.
+
+## Benefits of Dynamics 365 Agent Templates
+
+Dynamics 365 Agent Templates offer several key advantages:
+
+### Get started quickly
+
+These agents help you get started and experience the power of AI for your business without requiring technical expertise or navigating complex architecture and technology choices. These templates provide clear solutions to business challenges, simplifying your processes and delivering value from the very beginning.
+
+### Industry relevant scenarios
+
+These agents are grounded in real-world demand reflecting frequently requested use cases and regulatory requirements across sectors such as financial services, retail, healthcare, and the public sector.
+
+### Rapid deployment
+
+Because these agents are pre-built, organizations can adopt quickly, enabling fast rollout with minimal configuration. This makes it possible to deploy functional agents within days.
+
+### Clear and measurable value
+
+Each template addresses a known, high-impact business process. The return on investment (ROI) becomes immediately visible, helping customers quickly justify further adoption and expansion.
+
+### Consistency and scalability
+
+Standardized templates provide predictable behaviors, governance alignment, and a repeatable pattern for scaling across use cases, teams, or business units.
+