Dynamics 365 CRM 2026
Discover What’s Next for Dynamics 365 CRM, Power Platform and Microsoft AI at Work Roadmap
Microsoft’s roadmap for Dynamics 365 CRM and Power Platform just got a lot busier – and AI is now built into the CRM itself, not bolted on. Join Mercurius IT for a fast, no-fluff walkthrough of what’s shipping now and what’s coming next.
We’ll skip the marketing language and go straight to the roadmap: what Microsoft has actually shipped, what’s in preview, and what’s still ahead – including where AI now sits directly inside sales, service, and field workflows.
Speaker: Atush Rohan
Starts in
What You Will Walk Away With
A Clearer View of What’s Next for Dynamics 365 CRM, Power Platform and Microsoft AI
Smarter CRM Productivity & Assistance
How Copilot features are already supporting users across Dynamics 365 CRM, with a practical demonstration of key capabilities.
Smarter Customer Insights & Intelligence
What the latest agent capabilities and roadmap developments mean for Customer Insights.
Intelligent Sales Automation & Growth
Which AI agents are available, in preview or on the roadmap for Dynamics 365 Sales, including a live agent demonstration.
Enhanced Field Service & Productivity
How AI agents can support Field Service operations, illustrated through a live demonstration.
Connected Service Experiences
How Microsoft is developing AI agents for Customer Service and Contact Centre teams.
Streamlined Project Delivery & Efficiency
What is available now and what is coming next for AI agents in Project Operations.
Free to attend · Recording available · 20 October 2026
WHY ATTEND
Discover What’s Next for Dynamics 365 CRM, Power Platform and Microsoft AI Wave 2
Microsoft is introducing Copilot features and AI agents across the core Dynamics 365 CRM applications. This session brings those developments together so you can see what is available, what is still in preview and what is planned across the roadmap.
For CRM leaders, functional teams and technology decision-makers, the challenge is understanding which capabilities are relevant now and which developments should shape future plans.
By attending this webinar, you will:
See Copilot and AI Agents in Context
Understand how Microsoft is embedding Copilot and agents across CRM applications, rather than viewing each capability in isolation.
Experience Practical Demonstrations
Watch practical demonstrations of Copilot features and selected agents in Sales and Field Service.
Separate Available Features from Future Plans
Get a clear view of which agents are available today, which are in preview and which remain on Microsoft’s roadmap.
Understand the Impact Across CRM Functions
Explore developments across Sales, Customer Service and Contact Centre, Customer Insights, Field Service and Project Operations.
Plan Your Next Steps with Confidence
Use the roadmap insight to assess where AI could support your teams now and where further preparation may be needed.
WHO SHOULD ATTEND
This webinar is designed for
Whether you are responsible for financial operations, Business Central administration, ERP strategy, or digital transformation, this session will help you understand the Dynamics 365 changes most relevant to your role and what they could mean for your organisation.
Dynamics 365 CRM users and administrators
who want to understand how Copilot and agents are developing across the platform.
Sales leaders and CRM managers
exploring how AI could support seller productivity, pipeline management and day-to-day CRM activity.
Customer Service and Contact Centre leaders
assessing new agent capabilities for service delivery and customer engagement.
Field Service leaders
looking at practical ways agents could support frontline operations and service delivery.
Project Operations leaders
who need visibility into available, preview and planned agent capabilities.
IT and digital transformation decision-makers
responsible for CRM strategy, adoption and future technology planning.
45 Minutes
Webinar Agenda
An overview of Copilot capabilities across Dynamics 365 CRM, followed by a practical demonstration.
A review of available agents, preview features and roadmap developments, including a demonstration of one Sales agent.
A presentation covering available agents, preview features and the Microsoft roadmap for service and contact centre teams.
A presentation on current capabilities, preview features and upcoming roadmap developments for Customer Insights.
A review of available agents, preview features and roadmap developments, including a demonstration of one Field Service agent.
A presentation covering available agents, preview features and Microsoft’s roadmap for Project Operations.
About Mercurius IT
Mercurius IT is a Microsoft Solutions Partner helping organisations unlock greater value from Dynamics 365, Power Platform and Microsoft business applications.
Our specialists work with organisations across sales, customer service, finance, operations and digital transformation initiatives to deliver practical, measurable outcomes. From CRM optimisation and Power Platform governance to AI readiness and business process automation, we help businesses successfully navigate Microsoft’s evolving technology landscape.
Through our deep understanding of Microsoft technologies and industry best practices, we enable organisations to drive productivity, improve customer experiences and accelerate digital transformation.
Frequently Asked Questions
Is this webinar free to attend?
Yes. The webinar is free to attend for business professionals interested in Dynamics 365 CRM, Power Platform and Microsoft’s AI roadmap.
Who should attend this session?
CRM users, sales leaders, customer service professionals, IT decision-makers, Power Platform administrators and digital transformation leaders.
Will the webinar cover practical AI use cases?
Yes. The session focuses on real business applications and practical AI opportunities across CRM and customer engagement processes.
Will there be a live Q&A session?
Yes. Attendees will have the opportunity to ask questions directly to the presenter during the webinar.
Is this webinar suitable for existing Dynamics 365 users?
Absolutely. Existing users will gain visibility into upcoming developments and opportunities to improve platform adoption and business outcomes.
Will governance and compliance be discussed?
Yes. The session includes governance, cost visibility and AI oversight within Copilot Studio and Power Platform.
Will Voice Agents and AI Agents be covered?
Yes. The webinar explores Voice Agents, Sales Agent, Service Agent and broader AI-driven CRM experiences.
Will a recording be available?
Recording will shared with all the registered attendees after the event.
Meet the Speaker
Atush Rohan
Atush Rohan is the Director of D365 CRM and Power Platform Practice at Mercurius IT, bringing extensive experience in delivering Microsoft Dynamics 365 CRM and Power Platform solutions that help organisations improve customer engagement, streamline operations and accelerate digital transformation. A certified PMP®, PRINCE2® Agile and ITIL® professional, Atush works closely with businesses to align technology investments with practical business outcomes and drive successful adoption of Microsoft business applications.
LIMITED SEATS ONLY
The AI Future of CRM Is Already Here
Microsoft’s latest roadmap shows that AI is no longer a future concept. It is becoming deeply integrated into CRM processes, customer interactions, business automation and decision-making.
Don’t miss this opportunity to understand what is changing, what is available today and how your organisation can prepare for what comes next.