![\"Create](\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/08\/Create-and-Use-Business-Skills-in-Dynamics-365-Using-the-Dataverse-MCP-Server-scaled.png\")
We spend a lot of our time in Dynamics 365 CRM watching the same problem repeat itself in different forms: an agent, a bot, or a Copilot integration has data access, but no idea how our organization actually wants a task done. Give an AI agent the right permissions and it can read and write records all day. But ask it to “log this call the way we normally log it” and it has no reference point. Every agent ends up guessing, and every guess looks a little different.<\/p>\n
This is exactly the gap Business Skills in Dataverse are meant to close. Instead of teaching an agent our process every single time through a long prompt, we write the process once, save it inside Dataverse, and any connected agent can pick it up and follow it consistently. We picked one everyday scenario, a support call getting logged against a Case, and tested the whole thing end to end using an AI agent connected through the Dataverse MCP server. This blog walks through exactly what we did.<\/p>\n
What Is a Business Skill?<\/strong><\/p>\n A Business Skill is a plain-language set of instructions stored inside Dataverse. It describes how a specific piece of work should get done: the steps involved, the information needed, and any rules that apply. Think of it as a written SOP, except this one is readable by an AI agent, not just a human.<\/p>\n The skill has three parts:<\/p>\n Once saved, any agent connected to that Dataverse environment can discover the skill and follow it, whether that agent is sitting in Copilot Studio, Microsoft 365 Copilot, or, in our case, a coding agent connected through the Dataverse MCP server. The MCP server is simply one of the doors an agent can walk through to reach these skills; it is not something the feature depends on.<\/p>\n Before starting, make sure these are in place:<\/p>\n A support rep gets off a call with a customer. Instead of opening the Case record, scrolling to the timeline, and typing out a note by hand, we wanted an AI agent to do this for them: take the case number and a quick summary of the call, find the Case, and log it as a note automatically, in a consistent format every time.<\/p>\n Go to make.powerapps.com \u2192 your environment \u2192 More \u2192 Business skills (preview).<\/p>\n Click Create skill<\/strong>. Give it a name, for example LogCallTranscript<\/strong>. Power Apps generates a unique name with an auto-assigned prefix. If that prefix does not read well, you can edit the unique name field directly before saving<\/p>\n In the Description<\/strong> field, write a short line describing when the agent should use this skill and add a few trigger phrases:<\/p>\n Use this skill when the user wants to log a call transcript or conversation summary against a Case (Incident) record in Dataverse. Trigger phrases: “log this call”, “log this transcript”, “save this conversation to the case”.<\/p>\n In Instructions<\/strong>, write out the actual process. This is the part the agent will follow step by step, so it needs to be specific about which tool to call and what data to use, not just a general description:<\/p>\n ## Purpose ## Steps ## Example ## Troubleshooting Save the skill. We left the Resources section empty since our process did not need a supporting document. For visibility, we chose Individual, meaning only we could see and use this skill. Choosing Organization instead would make the skill visible to every maker and agent in that environment. We used VS Code with GitHub Copilot’s Agent mode for this. From your environment, grab the instance URL (Settings \u2192 Session details \u2192 Instance URL).<\/p>\n\n
Prerequisites<\/strong><\/h3>\n
\n
![\"Create](\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/08\/Create-and-Use-Business-Skills-in-Dynamics-365-Using-the-Dataverse-MCP-Server-1.jpg\")
\n![\"Create](\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/08\/Create-and-Use-Business-Skills-in-Dynamics-365-Using-the-Dataverse-MCP-Server-2.jpg\")
<\/p>\n\n
The Scenario We Tested<\/strong><\/h3>\n
Step 1: Create the Business Skill<\/strong><\/h3>\n
![\"Create](\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/08\/Create-and-Use-Business-Skills-in-Dynamics-365-Using-the-Dataverse-MCP-Server-3.jpg\")
<\/p>\n![\"Create](\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/08\/Create-and-Use-Business-Skills-in-Dynamics-365-Using-the-Dataverse-MCP-Server-4.jpg\")
![\"Create](\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/08\/Create-and-Use-Business-Skills-in-Dynamics-365-Using-the-Dataverse-MCP-Server-5.jpg\")
<\/p>\n
\nLog a customer call transcript as a note on the related Case record.<\/p>\n
\n1. Ask the user for the Case number (ticketnumber) if not provided.
\n2. Call the Dataverse MCP `read_query` tool to run:
\nSELECT incidentid
\nFROM incident WHERE ticketnumber = ‘<case number>’.
\n3. If no case is found, ask the user to confirm the case number and retry.
\n4. Call the Dataverse MCP `create_record` tool to create a new “annotation”
\nrecord with:
\n– objectid: the incidentid GUID from step 2
\n– objecttypecode: “incident”
\n– subject: “Call Transcript – <today’s date>”
\n– notetext: the full transcript\/summary provided by the user
\n5. After the create_record call succeeds, confirm to the user that the transcript was logged, and share the Case number.<\/p>\n
\nInput: “Log this call for case CAS-01023-X4V2: Customer asked about refund status, informed 5-7 business days.”
\nOutput: Note created on CAS-01023-X4V2 confirming refund status was discussed.<\/p>\n
\n– If case not found: verify ticket number format (CAS-XXXXX-XXXX), retry.
\n– If multiple matches: ask user to clarify.<\/p>\n
\n![\"Create](\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/08\/Create-and-Use-Business-Skills-in-Dynamics-365-Using-the-Dataverse-MCP-Server-6.jpg\")
<\/p>\nStep 2: Connect an Agent to the Dataverse MCP Server<\/h3>\n
![\"https:\/\/<yourorg>.crm.dynamics.com\/api\/mcp\"](\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/08\/Create-and-Use-Business-Skills-in-Dynamics-365-Using-the-Dataverse-MCP-Server-7.jpg\")
<\/p>\n![\"https:\/\/<yourorg>.crm.dynamics.com\/api\/mcp\"](\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/08\/Create-and-Use-Business-Skills-in-Dynamics-365-Using-the-Dataverse-MCP-Server-8.jpg\")
<\/p>\n![\"https:\/\/<yourorg>.crm.dynamics.com\/api\/mcp\"](\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/08\/Create-and-Use-Business-Skills-in-Dynamics-365-Using-the-Dataverse-MCP-Server-9.jpg\")
<\/p>\n![\"https:\/\/<yourorg>.crm.dynamics.com\/api\/mcp\"](\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/08\/Create-and-Use-Business-Skills-in-Dynamics-365-Using-the-Dataverse-MCP-Server-10.jpg\")
<\/p>\n