Dynamics 365 Customer Service: Service tools, skills and plugins are now available for Cowork, Code and Scout

🚨 The Signal: Dynamics 365 Customer Service tools are now integrated into Copilot experiences. This allows Copilot agents to access and act on customer service data, potentially increasing data exposure and the attack surface for agentic AI.

The Impact

Customer service data is now accessible via Copilot agents, increasing the risk of unauthorized data access or manipulation if agent permissions are not tightly controlled.

• Security teams face new risks from Copilot agents accessing sensitive customer data.
• Data owners must ensure Dynamics 365 permissions are correctly applied to Copilot interactions.
• Compliance officers need to assess how agentic AI handles customer service data.
• Administrators must review and configure Copilot agent access to Dynamics 365.

The Action

1. Review existing Dynamics 365 Customer Service roles and permissions for least privilege.
2. Audit Copilot agent identities and their assigned access to Dynamics 365 data.
3. Implement conditional access policies for Copilot agent access to sensitive data.
4. Monitor Copilot agent activity logs for unusual access patterns to customer service data.

Domain: Agentic-AI · Impact: high · Workload: Other · Essential Eight: Restrict Administrative Privileges · ISM: ISM-0445, ISM-1175, ISM-1380, ISM-1507, ISM-1508, ISM-1509, ISM-1647, ISM-1648, ISM-1650, ISM-1686, ISM-1688, ISM-1689, ISM-1883, ISM-1897, ISM-1898