M365 Agents: Teams, SharePoint & Sales/Service in M365 Copilot
Optimise solution design with agents across Microsoft 365, propose agents for business scenarios, configure Sales and Service in M365 Copilot, and leverage the Power Platform AI hub.
Agents where your users already work
The best AI assistant sits at your desk, not in a separate building.
M365 agents live inside the apps people already use every day — Teams, SharePoint, Outlook. Instead of asking employees to open a new tool, the AI meets them where they are. A sales rep gets deal insights in Teams. A finance analyst gets report summaries in SharePoint. A customer service agent gets case recommendations right in their workflow.
Sales in Microsoft 365 Copilot (formerly Copilot for Sales) and Service in Microsoft 365 Copilot (formerly Copilot for Service) are purpose-built AI assistants that connect M365 to Dynamics 365, so CRM data flows directly into the M365 experience.
The AI hub in Power Platform is the control centre — one place to discover, manage, and govern all AI features across the platform.
M365 agent types and extensibility
Agent types and surfaces
| Agent Type | Where It Lives | What It Does | Scope |
|---|---|---|---|
| Declarative agents | M365 Copilot (Teams, Outlook, web) | Custom agents with defined instructions, knowledge, and actions — the primary extensibility model | Personal, team, or org-wide |
| SharePoint agents | SharePoint sites | Site-scoped Q&A agents that answer questions using the site’s document library as knowledge | Site-scoped |
Extensibility patterns
| Pattern | Where It Applies | What It Does | Scope |
|---|---|---|---|
| Message extensions | Teams conversations | Add rich cards and actions to Teams messages — search, compose, and link unfurling | Team or org-wide |
| Copilot plugins and connectors | M365 Copilot | Extend what M365 Copilot can do — adding skills and data from external systems | Org-wide (admin deployed) |
Agents in Teams
Teams agents operate at three scopes, each with different admin controls:
| Scope | Who Can Use It | Admin Control | Best For |
|---|---|---|---|
| Personal | Individual user | User installs it themselves | Personal productivity agents (schedule management, task tracking) |
| Team | Members of a specific team | Team owner manages | Team-specific workflows (project status, team knowledge base) |
| Org-wide | Everyone in the organisation | IT admin deploys via admin centre | Organisation-wide agents (HR policies, IT helpdesk, company knowledge) |
SharePoint agents
SharePoint agents are scoped to a specific site’s content. They answer questions using the documents, pages, and lists in that site.
Design patterns:
- Department knowledge base — HR site agent answers policy questions from the HR document library
- Project portal — project site agent summarises project status from documents and lists
- Customer-facing documentation — external-facing SharePoint site agent helps partners find technical docs
Sales in M365 Copilot vs Service in M365 Copilot
| Feature | Audience | Data Sources | Key Capabilities | D365 Connection |
|---|---|---|---|---|
| Sales in M365 Copilot | Sales reps, account managers, sales leaders | M365 (emails, meetings, Teams) + CRM (D365 Sales, Salesforce) | Email summarisation with deal context, meeting prep with CRM data, opportunity insights, pipeline updates in Teams | Reads/writes to D365 Sales — syncs contacts, opportunities, activities bidirectionally |
| Service in M365 Copilot | Customer service agents, support managers, field service technicians | M365 (emails, Teams) + CRM (D365 Customer Service, other CRMs) + knowledge bases | Case summarisation, suggested responses from knowledge base, email drafts with case context, real-time agent assist during conversations | Reads from D365 Customer Service — surfaces case history, knowledge articles, similar case resolutions |
Configuration orchestration means planning and sequencing the setup:
- Licence assignment — assign Sales in M365 Copilot or Service in M365 Copilot licences to the right users
- CRM connection — connect to D365 (or Salesforce/ServiceNow) and configure data sync
- Customisation — configure which fields, entities, and views are surfaced in Copilot
- Rollout — pilot with a small group, gather feedback, adjust configuration, expand
Scenario: Adrienne deploys M365 agents across Vanguard
Adrienne Cole (VP Enterprise Tech at Vanguard Financial Group) designs an M365 agent strategy across 5 divisions:
Org-wide declarative agent: “Vanguard Policy Assistant” — answers questions about company policies, compliance requirements, and HR procedures. Knowledge sources: SharePoint sites for HR, Legal, and Compliance. Deployed by IT admin to all 12,000 employees via the Teams admin centre.
SharePoint agents (per division):
- Investment Banking site → agent answers questions about deal procedures and regulatory filings
- Wealth Management site → agent helps advisors find product fact sheets and suitability criteria
- Risk Management site → agent summarises risk reports and regulatory updates
Sales in M365 Copilot: Deployed to the 800 relationship managers in Wealth Management and Commercial Banking. Connected to D365 Sales. Configuration: sync client meetings, surface AUM (assets under management) data in email summaries, and generate prep briefs before client calls.
Service in M365 Copilot: Deployed to the 400 customer service agents in the Contact Centre. Connected to D365 Customer Service. Configuration: case summarisation with compliance context, suggested responses from the knowledge base, and real-time assist during customer calls.
AI hub governance: Yuki Tanaka (compliance) uses the Power Platform AI hub to monitor which AI features are active, who’s using them, and whether any data loss prevention policies are being triggered.
Power Platform AI hub
The AI hub is the central place in Power Platform to discover, manage, and govern AI features:
- Discover — browse available AI capabilities (AI Builder models, Copilot features, prompts)
- Manage — configure AI features, set usage limits, assign access
- Govern — monitor AI usage, enforce DLP policies, review audit logs
- Measure — track adoption, usage patterns, and impact across the organisation
Exam tip: Teams agent scopes
The exam tests whether you know the right scope for a Teams agent:
- “Only I need this agent” → Personal scope
- “My project team needs this agent” → Team scope
- “All employees need this agent” → Org-wide scope (requires admin deployment)
- “External partners need this agent” → Not Teams — use a customer-facing channel (website chat, email)
Scope affects admin control: personal agents are user-managed, team agents are owner-managed, org-wide agents are IT-admin managed. The exam may ask about the governance implications of each scope.
Flashcards
Knowledge check
Adrienne wants to give Vanguard's 800 relationship managers AI-powered meeting preparation briefs that include client history from D365 Sales, recent email threads, and upcoming calendar events — all surfaced in Teams before each client meeting. Which solution should she propose?
A company wants to deploy an AI assistant that answers HR policy questions for all 5,000 employees. The policies are stored in a SharePoint site. The assistant should be available in Teams. What is the recommended deployment approach?
Yuki Tanaka (Vanguard compliance) needs to monitor which AI features are active across Power Platform, who is using them, and whether any data loss prevention policies are being triggered. Where should she look?
🎬 Video coming soon
Next up: D365 AI Orchestration: Finance, SCM & Customer Experience — orchestrating AI features across D365 apps, extending F&O agent chat with custom knowledge, and mapping features to the right D365 app.