Power Apps – Page 2 – GM Dynamics & Agentic AI Consulting

Microsoft Ignite 2025: Transitioning to the Era of Agentic Business Transformation

The central theme for November 2025 was the evolution of Copilot Studio into a foundation for “agentic” workflows—where AI agents don’t just assist but autonomously drive business processes with human oversight.

Real-time User Journey: Human-in-the-Loop (HITL)

One of the most significant “real-time” journeys introduced is the Human-in-the-Loop capability:

Autonomous Start: An agent begins a multi-step workflow (e.g., processing a high-value procurement order).
Pause for Judgment: The agent reaches a step requiring approval or specific context (e.g., the order exceeds a price threshold).
Real-time Request: The agent automatically pauses and sends a structured Outlook form to a designated human reviewer.
Human Action: The person reviews the details and submits their input/approval via the form.
Resumption: The agent receives the response and immediately resumes the workflow using the human’s input as a parameter to complete the task.

Step-by-Step: How to Enable GPT-5 Chat

GPT-5 Chat became generally available in November 2025 for US and EU customers. To enable it:

Step 1: Open your agent’s Overview page in Microsoft Copilot Studio.
Step 2: Locate the Model Selection settings.
Step 3: Select GPT-5 Chat from the dropdown menu to set it as the primary model.
Step 4 (Experimental): For US customers wanting to test the latest reasoning, you can toggle on GPT-5.2 (Experimental) in early release environments for improved code generation and multilingual support.

Infographic: The New Agentic Capabilities

The November 2025 update expanded the platform across three core pillars:

Intelligence (Models)	Action (Skills)	Governance (Control)
GPT-5 GA: Higher accuracy and instruction-following.	Human-in-the-Loop: Agents pause for human approval.	Microsoft Agent 365: The unified control plane for agents.
Model Choice: Multi-model support (OpenAI, Anthropic, xAI).	Action Groups: One-click sets for Outlook/SharePoint tools.	Entra Agent ID: Identity-based security for every agent.
MCP Integration: Connects to 1,400+ external systems.	Producer Skills: Generate Word, Excel, and PPT files.	Defender for Agents: Real-time threat protection.

References

What’s new in Microsoft Copilot Studio: November 2025

copilot-studio, Customer-service, Power Apps

Customer Feedback Survey Agent is now generally available in Dynamics 365

November 23, 2025May 3, 2026 Goloknath

Customer Feedback Survey Agent is now generally available

(An autonomous AI agent designed to proactively collect, analyze, and act upon customer feedback across multiple channels.)

Real-time User Journey

This journey demonstrates how the agent moves from simple data collection to proactive service recovery:

Interaction Trigger: A customer completes a complex support session regarding a billing dispute.
Autonomous Outreach: Instead of a generic email sent hours later, the Customer Feedback Survey Agent initiates a brief, conversational chat via the customer’s preferred channel (e.g., WhatsApp or SMS) immediately after the case is closed.
Adaptive Questioning: The agent doesn’t just ask “Rate us 1-5.” It acknowledges the context: “I see we just helped with a billing issue. On a scale of 1-5, how clear was the explanation provided?”
Sentiment Analysis: If the customer provides a low score (e.g., a “2”) and mentions they are still confused, the agent identifies the Negative Sentiment in real-time.
Proactive Recovery: The agent offers an immediate resolution: “I’m sorry to hear that. Would you like me to schedule a follow-up call with a senior billing specialist, or should I send a simplified breakdown to your email right now?”
Insights for Leadership: The agent summarizes the feedback and automatically tags it under “Policy Clarity Issues” in the supervisor’s dashboard, highlighting a systemic trend.

Step-by-Step: How to Enable This Feature

The Customer Feedback Survey Agent is managed within the Dynamics 365 Contact Center and Customer Service environments.

Step 1: Access the Agent Hub

Sign in to the Contact Center admin center or Customer Service admin center. Navigate to Operations > Agent Hub.

Step 2: Activate the Feedback Agent

Locate the Customer Feedback Survey Agent card. Toggle the status to Enabled.

Step 3: Connect to Customer Voice

Ensure your environment is linked to Microsoft Dynamics 365 Customer Voice. The agent uses these project templates as the foundation for its data structure.

Step 4: Configure “Agentic” Triggers

Define the conditions under which the agent should act (e.g., “Trigger survey immediately after Case Closure” or “Trigger after a 10-minute webchat session”).

Step 5: Define Recovery Workflows

In the agent settings, configure the Action Logic. Specify what the agent should do for specific scores (e.g., “If score < 3, offer a callback” or “If score = 5, ask for a public review”).

Step 6: Publish to Channels

Select the channels where the agent should operate (Voice, Chat, WhatsApp, or Email). Click Publish to start the autonomous feedback cycle.

Infographic: Static Surveys vs. Autonomous Feedback Agent

Feature	Traditional Static Surveys	Customer Feedback Survey Agent
Timing	Delayed (often sent 24+ hours later).	Instant (Real-time at point of service).
Format	Static forms/links.	Conversational & Adaptive.
Response Rate	Typically low (3–5%).	High Engagement due to context and timing.
Actionability	Passive (Wait for human to read results).	Active (Can initiate recovery or callbacks).
Intelligence	Requires manual sentiment tagging.	Auto-tags and categorizes feedback.

References

Customer Feedback Survey Agent is now generally available

AI Foundry, copilot-studio, Customer-service, Power Apps

Revolutionizing customer support with autonomous case resolution in Dynamics 365

November 22, 2025May 3, 2026 Goloknath

Revolutionizing customer support with autonomous case resolution

(The introduction of the Case Management Agent, an autonomous AI agent that manages the end-to-end lifecycle of a support ticket without human intervention.)

Real-time User Journey

This journey showcases how an autonomous agent handles a complex, multi-step service request:

Trigger: A customer sends an email regarding a faulty device. The system automatically creates a case in Dynamics 365.
Agent Assignment: Instead of a human queue, the Case Management Agent is assigned. It immediately reads the email, identifies the product, and checks the customer’s warranty status in the database.
Autonomous Investigation: The agent identifies that a diagnostic test is needed. It sends an automated (but personalized) reply to the customer with instructions.
Data Processing: The customer replies with the test results. The agent parses the data, compares it against the “Troubleshooting Knowledge Base,” and determines a replacement is required.
Action Execution: The agent interacts with the ERP system to initiate a replacement order and generates a return shipping label for the customer.
Resolution & Summary: The agent sends the final confirmation to the customer and closes the case. It then writes a concise summary of all actions taken in the timeline for human audit purposes.

Step-by-Step: How to Enable This Feature

The Case Management Agent is part of the new “Agentic” capabilities in Dynamics 365.

Step 1: Access the Agent Hub

Log in to the Customer Service admin center or Contact Center admin center. Navigate to Operations > Agent Hub.

Step 2: Activate the Case Management Agent

Find the Case Management Agent card. Toggle the status to Enabled.

Step 3: Define the “Knowledge Source”

Under the agent settings, point the agent to your high-quality data sources (SharePoint, Dataverse tables, or specific websites) so it knows how to resolve issues based on your company policy.

Step 4: Set Safety Guardrails

Configure the “Human-in-the-loop” settings. You can specify that the agent can resolve “Low” and “Medium” priority cases autonomously but must route “High” priority cases to a human.

Step 5: Configure Connection Actions

Use Power Automate connectors to allow the agent to perform actions in external systems (like SAP, Salesforce, or internal shipping tools) to complete the resolution.

Step 6: Monitor via Activity Feed

Ensure the AI Agent Activity Feed is added to your supervisor’s workspace so they can monitor the agent’s reasoning and step-by-step progress in real-time.

Infographic: Manual vs. Autonomous Case Resolution

Feature	Manual Case Management	Autonomous Case Resolution
Response Time	Hours to Days (Queue dependent).	Seconds/Minutes (Instant).
Investigation	Manual searching of docs/ERP.	Instantaneous cross-system data lookup.
Consistency	Varies by agent experience.	100% adherence to company policy.
Availability	Restricted to business hours.	24/7/365 operations.
Cost	High (Labor intensive).	Scalable (Minimal per-case cost).

References

Revolutionizing customer support with autonomous case resolution

copilot-studio, Power Apps

Inside the New Power Apps: A Reimagined Developer Experience for the Agentic Era

November 17, 2025May 3, 2026 Goloknath

This update introduces a completely new developer surface (located at vibe.powerapps.com) that combines “vibe coding” (high-speed, natural language development) with enterprise-grade scalability. It redefines app development by using a team of specialized AI agents to build full-stack applications.

Real-time User Journey: Multi-Agent App Creation

The new user journey shifts from “dragging and dropping” to “collaborative directing”:

Vision Prompting: A maker describes a complex business problem in natural language: “I need an app for our field technicians to track equipment repairs, check inventory parts in real-time, and automatically notify customers via email.”
Agent Collaboration: A team of agents springs into action:
- The Researcher Agent: Outlines detailed user stories and functional requirements.
- The Data Agent: Proposes and builds an optimized data model in Dataverse.
- The UI/UX Agent: Drafts the modern, responsive interface including forms and galleries.
Real-time Preview: Within minutes, the maker sees a full-stack, functional “draft” of the app.
Human-in-the-Loop Refinement: The maker can give iterative feedback (e.g., “Make the status buttons color-coded”) and the agents update the code and logic immediately.
Seamless Handoff: Once satisfied, the app is ready for deployment with built-in governance, security, and the Power Apps MCP Server already configured to interact with other agents.

Step-by-Step: How to Enable the New Power Apps

Note: This feature was launched at Ignite 2025 and is being rolled out to Managed Environments.

Step 1: Access the New Portal: Navigate to the new developer entry point at vibe.powerapps.com.
Step 2: Environment Readiness: Ensure your environment is a Managed Environment in the Power Platform Admin Center to support agentic capabilities.
Step 3: Enable Copilot & Agents: Under the environment settings, ensure the Generative AI and Copilot features are toggled to “On.”
Step 4: Use the MCP Server: To allow your apps to interact with agents (like M365 Copilot), enable the Power Apps Model Context Protocol (MCP) Server in the app settings. This allows agents to “read” your app’s screens and perform tasks like intelligent form filling.
Step 5: Governance Setup: In the Admin Center, configure the new Inventory and Usage reporting to monitor the agents and apps created in this new environment.

Infographic: Reimagining App Development

This update marks a shift from “Low-Code” to “Agentic-Code”:

Pillar	Legacy Power Apps	The New Power Apps (2026 Wave)
Development Style	Manual drag-and-drop components.	Vibe Coding (Natural language + Agents).
Brainpower	Single maker expertise.	Team of Specialized Agents (Data, UI, Research).
Connectivity	Manual connector configuration.	MCP Server (Apps provide “skills” to agents).
Speed	Hours or days to MVP.	Minutes from prompt to full-stack app.
Governance	Manual app auditing.	AI-Powered Governance with real-time risk assessment.

References

Inside the new Power Apps: The future of app development

AI Foundry, contact-centre, copilot-studio, Customer-service, Power Apps

Use custom multisession apps in Copilot service workspace in Dynamics 365

November 9, 2025May 3, 2026 Goloknath

Use custom multisession apps in Copilot service workspace

(The ability to embed and launch custom third-party or internal line-of-business applications directly within the tabbed, multisession environment of Dynamics 365).

Real-time User Journey

This journey illustrates how a “Tier 2” support agent uses custom apps to resolve a complex logistics issue without leaving their primary workspace:

Contextual Intake: An agent accepts a high-priority chat regarding a delayed shipment.
Copilot Insight: Copilot summarizes the case and notes that the package is held in a custom third-party warehouse system not native to Dynamics 365.
Seamless Launch: Instead of minimizing Dynamics and opening a browser, the agent clicks a custom tab labeled “Warehouse Manager” within their active session.
In-App Action: The Custom Multisession App opens in a new tab within the same window. The agent updates the shipping manifest and releases the hold.
Data Synchronization: Because the app is integrated into the workspace, the agent can easily copy-paste or link the confirmation ID back to the Dynamics 365 record.
Resolution: The agent closes the warehouse tab and the chat session simultaneously, keeping their workspace clean and focused for the next incoming request.

Step-by-Step: How to Enable This Feature

Administrators can configure these apps through the App Management settings:

Step 1: Admin Center Access

Step 2: Navigate to App Profiles

Go to Agent Experience > Workspaces > Agent experience profiles.

Step 3: Edit the Profile

Select the profile used by your agents (e.g., “Customer Service Representative”) and click Edit.

Step 4: Add Application Tab Template

Navigate to the Application tab templates section. Click Add and select New Template.

Step 5: Define the Custom App
- Set the Template Type to “Third-party website” or “Custom App.”
- Enter the Target URL of your internal tool or third-party software.
- Configure Parameters to ensure the app opens with the correct context (e.g., passing the Customer ID in the URL).
Step 6: Assign to Sidebar/Tab

Choose where the app should appear (e.g., as a default tab in every new session or as an option in the productivity pane). Save and Publish the profile.

Infographic: Single-Session vs. Custom Multisession Workspace

Feature	Single-Session/Standard Browser	Custom Multisession Workspace
App Switching	Manual (Alt+Tab between windows).	Native Tabs within the workspace.
Context Retention	Easy to lose track of which window belongs to which customer.	Session-Linked; apps stay tied to the specific customer record.
Workflow Speed	Slower due to window management.	Instant Access to internal/external tools.
Security	Harder to govern external browser usage.	Governed Access through the Admin Center.
Focus	High risk of distraction/clutter.	Unified Interface for all service tools.

References

Use custom multisession apps in Copilot Service workspace