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Cross-App Agent Orchestration Beyond CE: Why This Is the Next Big Opportunity for Indirect Resellers
Let me start with something I’ve seen more times than I can count.
A customer invests in Dynamics 365 Customer Engagement. Sales is happy. Service is happy. Marketing is mostly happy. And yet… the business still feels fragmented.
Why?
Because the real world doesn’t live inside one app.
Customers don’t care whether their issue sits in Sales, Service, Finance, HR, or an external system. They just want answers. Fast. And consistent.
This is where cross-app agent orchestration comes in -and honestly, it’s one of the most underrated opportunities for indirect resellers right now.
First, What Do We Mean by Cross-App Agent Orchestration?
In simple terms, it’s about building intelligent agents that can work across multiple systems, not just within D365 CE.
Instead of an agent that:
- Only creates cases
- Only looks at CRM data
- Only answers predefined questions
You build an agent that can:
- Pull data from CE, Business Central, SharePoint, Teams, or third-party apps
- Trigger Power Automate flows
- Make decisions based on combined context
- Hand off to humans with full history
Think of it as the difference between a receptionist who only answers phones…
and an operations coordinator who understands the whole business.
Which one do you think customers actually need?
Why CE-Only Agents Aren’t Enough Anymore
Here’s a quick reality check.
Most customers using D365 CE are also using:
- Microsoft 365 (Outlook, Teams, SharePoint)
- Power Platform
- An ERP (Business Central, F&O, or something else)
- One or two industry-specific systems
So when an agent can only “see” CE data, it hits a ceiling very quickly.
A customer asks:
“What’s the status of my order?”
CE might know the customer.
ERP knows the order.
Logistics knows the delivery.
If your agent only lives in CE, you’re stuck.
Cross-app orchestration removes that wall.
A Relatable Example: Sales to Finance to Service
Let’s make this practical.
Imagine a customer reaches out via chat and says:
“I want to upgrade my contract, but I have an outstanding invoice.”
A traditional CE setup might:
- Log the interaction
- Create a task
- Ask a human to investigate
A cross-app orchestrated agent could:
- Identify the customer in CE
- Check invoice status in Business Central
- Validate credit status
- Confirm contract details
- Respond instantly with next steps
- Route to sales only if needed
That’s not science fiction.
That’s today’s Power Platform + Copilot Studio reality.
Now ask yourself -how valuable is that experience to the customer?
Why This Is a Big Deal for Indirect Resellers
Here’s a personal observation from working with partners.
Most indirect resellers are very good at implementing individual workloads:
- Sales
- Customer Service
- Contact Center
- Power Automate
But fewer partners position themselves as end-to-end process orchestrators.
Cross-app agents change that.
Instead of selling:
“We implement D365 CE”
You start selling:
“We automate your end-to-end customer process across systems”
That’s a much bigger -and stickier -value proposition.
The Secret Sauce: Dataverse + Power Platform
The reason this works so well in the Microsoft ecosystem is Dataverse.
Dataverse acts as:
- The common data layer
- The security boundary
- The orchestration backbone
When you combine:
- Dataverse
- Power Automate
- Copilot Studio
- Connectors (standard or custom)
You get agents that can:
- Read data anywhere
- Act everywhere
- Still remain governed and auditable
For customers worried about data sprawl or “AI gone rogue”, this matters a lot.
And for resellers? It keeps everything inside the Microsoft stack you already know.
Internal Use Case: Employee Self-Service Agent
Here’s another scenario that resonates strongly, especially in mid-market customers.
An employee asks:
“Can I get approval for training next month?”
A cross-app agent could:
- Check HR policy (SharePoint)
- Validate budget availability (ERP)
- Confirm employee role (CE or HR system)
- Trigger an approval flow (Power Automate)
- Notify via Teams
No emails. No chasing. No confusion.
Would your customer’s HR or IT team love this?
Almost always, yes.
Where Partners Actually Add Value (This Is Important)
Let me be blunt.
Customers will eventually learn how to build basic agents.
Your long-term value isn’t in the tool -it’s in:
- Process design
- Exception handling
- Security and compliance
- Integration strategy
- Change management
Cross-app agents amplify this.
Questions like:
- What happens when data conflicts?
- When should the agent stop and escalate?
- Who owns the outcome across departments?
These are not low-code questions.
They’re business questions.
That’s where partners stay relevant.
Packaging This as a Repeatable Offering
If you’re an indirect reseller, don’t position this as a one-off custom build.
Instead, think in terms of:
- “Cross-System Customer Status Agent”
- “Order-to-Cash Automation Agent”
- “Employee Request Orchestration Agent”
- “Sales-to-Service Handover Agent”
Each one:
- Solves a common pain point
- Works across apps
- Can be templatized
- Can be enhanced over time
This is how you move from project work to solution IP.
Common Partner Doubts (You Might Be Thinking This)
You might be wondering:
- Isn’t this too complex for smaller customers?
Not if you start small. - Do we need deep ERP skills?
No -you need connectors and process understanding. - Will this increase support risk?
Only if you skip governance and monitoring (which is part of your value).
Start with one flow. One agent. One outcome.
Final Thoughts: Think Beyond CE, or Someone Else Will
Here’s the uncomfortable truth.
Customers are already thinking beyond CE -even if they don’t say it clearly.
They want:
- Fewer handoffs
- Less manual work
- Faster answers
- Smarter systems
Cross-app agent orchestration is how you deliver that vision without ripping and replacing everything.
So here’s a question worth sitting with:
What process do your customers complain about that spans more than one system?
Because chances are, that’s your next agent opportunity.
And the partners who lean into this now?
They won’t just be CE implementers anymore -they’ll be trusted automation advisors.
That’s a very good place to be. For more Information, feel free to reach out to us at This email address is being protected from spambots. You need JavaScript enabled to view it.
