How to Use Model Context Protocol (MCP) in D365 Customer Service | Copilot Studio Tutorial

🎯 Learn how to use Model Context Protocol (MCP) in D365 Customer Service with Copilot Studio in this step-by-step tutorial.

MCP is a powerful new capability (currently in preview) that connects Dynamics 365 Customer Service directly to Dataverse. With it, your agents and copilots can:
✅ Look up and update cases instantly
✅ Add case notes with AI-powered grammar correction
✅ Create and close cases automatically
✅ Draft customer emails in seconds
✅ Find related accounts and contacts seamlessly

In this video, we’ll walk through how to connect MCP in Copilot Studio, explore the available tools, and test real customer service scenarios — from case lookup to multi-step automation.

If you’re working with Dynamics 365, AI Copilot, or Contact Center, this tutorial will help you get started quickly with MCP.

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📌 Chapters:
00:00 – What is Model Context Protocol (MCP) in D365 Customer Service?
00:45 – How to connect MCP in Copilot Studio
02:00 – Exploring MCP tools for case management
03:15 – Retrieving case details from Dataverse
04:30 – Updating case descriptions with AI grammar correction
06:15 – Adding case notes with MCP in D365 Customer Service
08:00 – Automating multiple actions: lookup, note, and draft email
10:00 – Reviewing MCP results inside Dynamics 365
11:15 – Why MCP matters for Copilot Studio & Contact Center
12:00 – Wrap-up: How to start using MCP today