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learn-pr/wwl/orchestrate-configuration-prebuilt-agents-apps/includes/2-orchestrate-ai-features-dynamics-365-apps-finance-supply-chain.md

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#### Architectural considerations
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* Optimize prompts with businessdomain vocabulary.
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* Optimize prompts with business-domain vocabulary.
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* Apply rolebased access so users only retrieve data appropriate to their permissions.
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* Apply role-based access so users only retrieve data appropriate to their permissions.
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* Orchestrate crossmodule queries using standardized entity metadata.
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* Orchestrate cross-module queries using standardized entity metadata.
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## Embedded
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Embedded AI brings Copilot capabilities directly inside workspace pages or operational views, enabling contextual, inapp intelligence.
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Embedded AI brings Copilot capabilities directly inside workspace pages or operational views, enabling contextual, in-app intelligence.
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### Examples include
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### Examples
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* Crossapplication automations.
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* Cross-application automations.
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* Rolespecific AI copilots in Teams.
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* Role-specific AI copilots in Teams.
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* Workflow routing and automated notifications.
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* Change review for confirmed purchase orders
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#### CrossApp Capabilities
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#### Cross-App Capabilities
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* Generative help
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learn-pr/wwl/orchestrate-configuration-prebuilt-agents-apps/includes/3-design-ai-solutions-dynamics-365-apps-customer-experience-service.md

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## Overview
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This unit equips solution architects with expert guidance to design, orchestrate, and scale AIpowered experiences within Dynamics 365 Customer Service and Contact Center. You will learn how to integrate Copilot capabilities, automate service workflows, augment agent productivity, and ensure AI is aligned with customer experience (CX) objectives, governance requirements, and enterprise architecture.
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This unit equips solution architects with expert guidance to design, orchestrate, and scale AI-powered experiences within Dynamics 365 Customer Service and Contact Center. You will learn how to integrate Copilot capabilities, automate service workflows, augment agent productivity, and ensure AI is aligned with customer experience (CX) objectives, governance requirements, and enterprise architecture.
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### This unit focuses on
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* Designing serviceoriented AI patterns in Dynamics 365.
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* Designing service-oriented AI patterns in Dynamics 365.
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* Using conversational, embedded, and automated AI features to enhance case management, triage, and customer interaction quality.
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### Conversational Copilot (Sidecar Model)
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A chat based experience that:
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A chat-based experience that:
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* Understands agent questions about cases, customers, and policies.
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Examples include
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* AIdriven case routing
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* AI-driven case routing
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* Automatic sentiment tagging
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## Orchestration Models for Customer Service AI
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### Casecentric orchestration
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### Case-centric orchestration
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AI anchors around the customer case:
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Generates resolution summaries.
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### Interactioncentric automation
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### Interaction-centric automation
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AI analyzes:
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Relevant troubleshooting procedures.
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### Multisystem orchestration
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### Multi-system orchestration
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AI workflows may require:
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Customer Service + Power Automate for escalations
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Architects align AI agents with crossdepartmental processes.
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Architects align AI agents with cross-departmental processes.
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## Designing Extensible AI Features
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learn-pr/wwl/orchestrate-configuration-prebuilt-agents-apps/includes/4-propose-microsoft-365-agents-business-scenarios.md

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## Overview
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Microsoft 365 agents are task oriented AI assistants that operate inside the Microsoft 365 ecosystem to **retrieve**, **reason**, and **act**—coordinating steps across apps and data to achieve an outcome. Unlike adhoc prompts, well designed agents have:
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Microsoft 365 agents are task-oriented AI assistants that operate inside the Microsoft 365 ecosystem to **retrieve**, **reason**, and **act**—coordinating steps across apps and data to achieve an outcome. Unlike ad-hoc prompts, well-designed agents have:
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**A defined mission and scope** (goal, boundaries, and success criteria)
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* **Define guardrails**<br>Who can invoke it? On what data? When does it ask for approval? How are actions logged and reversed?
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* **Prototype the critical path**<br>Start with a narrow "happy path" endtoend slice; test on real artifacts and iterate on prompt patterns.
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* **Prototype the critical path**<br>Start with a narrow "happy path" end-to-end slice; test on real artifacts and iterate on prompt patterns.
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* **Operationalize**<br>Add telemetry, quality checks, and cost controls. Move from pilot to production with rollout rings and training.
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* [FAQ](/copilot/microsoft-365/agent-essentials/m365-agents-faq) - Answers to common questions about Microsoft 365 Copilot agents.
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In addition to the Agent Management Essentials components, any agent must include considerations for long term and licensing costs. Identifying all associated costs are critical to setting expectations for the agents. For more information, see [https://learn.microsoft.com/copilot/microsoft-365/microsoft-365-copilot-licensing](/copilot/microsoft-365/microsoft-365-copilot-licensing)
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In addition to the Agent Management Essentials components, any agent must include considerations for long-term and licensing costs. Identifying all associated costs are critical to setting expectations for the agents. For more information, see [https://learn.microsoft.com/copilot/microsoft-365/microsoft-365-copilot-licensing](/copilot/microsoft-365/microsoft-365-copilot-licensing)
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## Catalog of Proposed Microsoft 365 Agents (Ready to Pilot)
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The following list includes agents that are ready to pilot for organizations and can be used in business scenarios. Before considering any custom agents, out-of-the-box pilots should be assessed to determine whether they'll adequately meet the requirements.
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## Executive Briefing Pack Generator
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Automatically assemble an executive ready briefing pack using the latest organizational updates, program metrics, and strategic highlights.
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Automatically assemble an executive-ready briefing pack using the latest organizational updates, program metrics, and strategic highlights.
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### Entry Point
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## Content Localization Workpack Builder
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Prepare region specific content localization packages, including terminology locks, cultural notes, and source files.
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Prepare region-specific content localization packages, including terminology locks, cultural notes, and source files.
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Entry Point
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## ComplianceAware Content Redactor
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## Compliance-Aware Content Redactor
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Automatically detect and mask sensitive information before content is shared with training repositories or external reviewers.
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### Guardrails
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- Strict nonwriteback unless user confirms
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- Strict non-writeback unless user confirms
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- Audit trails required for all redactions
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- Can't override applied sensitivity labels
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* Instructor satisfaction with alignment improvements
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* Time saved across multimodule reviews
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* Time saved across multi-module reviews
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## Adoption Scenario and Lab Designer
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Generate role-based exercises, handson labs, and scenario walkthroughs for business units adopting Microsoft 365 Copilot.
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Generate role-based exercises, hands-on labs, and scenario walkthroughs for business units adopting Microsoft 365 Copilot.
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### Entry Point<br>
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* Reduction in manual research hours
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## 8. TelemetrytoInsights Report Generator
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## 8. Telemetry-to-Insights Report Generator
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Transform Copilot adoption telemetry into monthly, slide ready insights and visual summaries for business reviews.
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Transform Copilot adoption telemetry into monthly, slide-ready insights and visual summaries for business reviews.
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* Must use anonymized datasets only
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* Visuals require human approval before distribution
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* KPIs
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* Time saved producing monthly insights deck
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* Decision making latency reduced
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* Decision-making latency reduced
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* Number of insights adopted by stakeholders
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## Instructor prompts (use in class)
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* "Where would **humanintheloop** checkpoints most reduce risk without blocking flow?"
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* "Where would **human-in-the-loop** checkpoints most reduce risk without blocking flow?"
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* "If the agent did nothing else, what **single win** would justify its existence?"
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* "Which **data you already trust** would most improve the agent's first run quality?"
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* "Which **data you already trust** would most improve the agent's first-run quality?"
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## References
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**Manage Microsoft 365 Copilot scenarios** —admin readiness and control areas to consider when planning enterprise agents.<br>[https://learn.microsoft.com/microsoft-365-copilot/manage-copilot-scenarios](/copilot/microsoft-365/microsoft-365-copilot-page)
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**Microsoft 365 Copilot hub** —orientation to Copilot options, Copilot Chat, and agents with adoption resources.<br>[https://learn.microsoft.com/microsoft-365-copilot/](/copilot/microsoft-365/)
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**Understand the foundations of generative AI for business leaders** — executive level grounding on value, model basics, and responsible adoption.<br>[https://learn.microsoft.com/training/modules/understand-foundations-generative-ai-business-leaders/](/training/modules/understand-foundations-generative-ai-business-leaders/)
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**Understand the foundations of generative AI for business leaders** — executive-level grounding on value, model basics, and responsible adoption.<br>[https://learn.microsoft.com/training/modules/understand-foundations-generative-ai-business-leaders/](/training/modules/understand-foundations-generative-ai-business-leaders/)
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[Microsoft 365 Copilot Agent Management Essentials | Microsoft Learn](/copilot/microsoft-365/agent-essentials/agent-essentials-overview)
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learn-pr/wwl/orchestrate-configuration-prebuilt-agents-apps/includes/5-orchestrate-configuration-microsoft-365-copilot-sales-service.md

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## Overview
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This unit equips solution architects with the knowledge and framework required to orchestrate, configure, and operationalize Microsoft 365 Copilot for Sales and Microsoft 365 Copilot for Service. You will explore architectural foundations, data readiness requirements, configuration steps, governance guardrails, and realworld workflow orchestration patterns that elevate frontline seller and service agent productivity.
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This unit equips solution architects with the knowledge and framework required to orchestrate, configure, and operationalize Microsoft 365 Copilot for Sales and Microsoft 365 Copilot for Service. You will explore architectural foundations, data readiness requirements, configuration steps, governance guardrails, and real-world workflow orchestration patterns that elevate frontline seller and service agent productivity.
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The unit emphasizes an architecturefirst approach—aligning data sources, rolebased access controls, Power Platform extensibility, and Dynamics 365 ecosystem integration—to ensure Copilot delivers reliable, secure, and measurable business outcomes.
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The unit emphasizes an architecture-first approach—aligning data sources, role-based access controls, Power Platform extensibility, and Dynamics 365 ecosystem integration—to ensure Copilot delivers reliable, secure, and measurable business outcomes.
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## Architecture Foundations for Copilot in Sales and Service
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* Cross-system automation for approvals, notifications, escalations.
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* Pre- and post-processing flows for Copilot-generated content.
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## Governance and Guardrails
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* Maintain clear audit trails for all Copilot-generated actions.
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learn-pr/wwl/orchestrate-configuration-prebuilt-agents-apps/includes/6-propose-microsoft-power-platform-ai-features-ai-hub.md

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## Overview
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This unit equips **solution architects** with the expertise to identify, evaluate, and propose Microsoft Power Platform AI capabilities—including the **AI hub**, **Copilot experiences**, and **AI Builder**—as part of enterprisegrade, scalable AI solution designs.
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This unit equips **solution architects** with the expertise to identify, evaluate, and propose Microsoft Power Platform AI capabilities—including the **AI hub**, **Copilot experiences**, and **AI Builder**—as part of enterprise-grade, scalable AI solution designs.
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You will learn how to map Power Platform AI features to business outcomes, integrate them within secure environments, and architect extensible solutions that support automation, content generation, predictions, and natural language interaction across business applications.
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**AI Hub**<br>The central experience for managing, discovering, and orchestrating AI within Power Platform—connecting models, copilots, and automation.
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**Copilot in Power Platform**<br>Naturallanguage-driven creation of apps, flows, tables, controls, and logic.
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**Copilot in Power Platform**<br>Natural-language-driven creation of apps, flows, tables, controls, and logic.
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**AI Builder**<br>A collection of prebuilt and customizable AI models for classification, prediction, extraction, detection, translation, and document understanding.
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**Copilot Studio**<br>Lowcode conversational agent creation with extensibility into Microsoft 365 and external systems.
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**Copilot Studio**<br>Low-code conversational agent creation with extensibility into Microsoft 365 and external systems.
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learn-pr/wwl/orchestrate-configuration-prebuilt-agents-apps/includes/7-design-interoperability-finance-operations-agent-chats-sources.md

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## Overview
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Dynamics 365 Finance & Operations now supports **Copilot client plugins**, enabling solution architects to extend the builtin F&O agent with **additional knowledge sources**, **custom actions**, and **domainspecific logic**.
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Dynamics 365 Finance & Operations now supports **Copilot client plugins**, enabling solution architects to extend the built-in F&O agent with **additional knowledge sources**, **custom actions**, and **domain-specific logic**.
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The goal is to help organizations create richer, more accurate, and more context-aware AI experiences inside F&O agent chats.
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