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. 💡 Subscribe for more tutorials on Dynamics 365, Power Platform, and Copilot Studio. 📌 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