2025 Release Wave 2: What's new in Microsoft Dynamics 365

Sep 26, 2025

sales, marketing and service
IT
Microsoft

From smarter AI agents to streamlined workflows, Microsoft’s 2025 Release Wave 2 brings important updates across Dynamics 365. Whether you're in Sales, Customer Service, Field Service, or working with Power Automate, there’s something here to help your teams work faster, smarter, and more collaboratively. Let’s break down the highlights by domain.

Sales: AI-powered efficiency from lead to deal

Microsoft Copilot embedded summaries

Quickly view key details on Lead, Opportunity, and Account records without opening the Microsoft Copilot panel. Summaries are auto-generated, editable, and feedback-enabled. It’s a faster way to get context and act.

Form fill assist toolbar

Upload business cards, emails, or scanned documents: Copilot extracts names, phone numbers, company names, and more, and maps them to the right fields - cutting manual entry and errors. This feature supports multiple file types and smart paste options.

Connect external AI agents via the Model Context Protocol (MCP) server

Connect AI agents such as ChatGPT or Claude directly to Microsoft Dynamics 365 Sales. Automate tasks like lead qualification, email generation, and opportunity creation - no custom code or integrations needed.

Hierarchical relationship visualizer

A configurable, editable view to explore complex customer structures; start with single‑table hierarchies today, with multi‑table support planned next. This helps you see parent-child relationships across accounts and contacts, so you can spot opportunities faster.

Sales qualification agent

Let AI research leads (combining CRM and trusted public sources), score them, recommend whether to engage, and generate personalized outreach emails. This allows you to focus on the best prospects. Combines three agents: Research, Prioritization, and Outreach.

👉 What this means for Sales

Expect quicker onboarding, less data entry, richer context at the point of decision, and pipeline growth driven by autonomous research and outreach, while you remain in charge over automation levels.

Customer Service: smarter support, faster resolution

Customer knowledge management agent

Automatically converts old and new resolved cases and conversation history into knowledge articles, de‑duplicated and compliance‑checked, so your knowledge base evolves in near real time. Helps reduce the response time to an issue, reduce the time to publish new knowledge, and improve content quality.

Case management agent

This agent automates case creation, updates, and closure from live chats and emails, classifies messages, suggests next steps, and can chase follow‑ups - reducing wrap‑up time and manual effort, improving response time and enhancing collaboration.

Copilot-powered emails

Template recommendations: Copilot suggests the most relevant template based on message context; agents can accept, tweak tone and length, and send.
Prompts inside templates: Embed prompts directly in templates so Copilot generates the right paragraph (e.g., warranty details and upsell) every time.

Insert Copilot prompts in templates

Add dynamic prompts directly into email templates to auto-generate personalized content, saving time and ensuring consistency.

Bulk actions on conversations

Filter and manage multiple conversations at once. Ideal for supervisors handling high-volume queues or escalations.

👉 What this means for Customer Service

AI removes routine effort from service teams: better reuse of knowledge, faster case handling, consistent communications, and powerful cleanup tools to protect SLAs.

Contact Center: AI that understands intent

Customer intent agent

Define custom intents and build hierarchical playbooks using natural language. Supports multi-channel interactions and custom connectors for non-Microsoft systems.

Enhancements in real-time translation

Built-in translation with customizable profiles per channel. Agents can toggle translation, retry errors, and manage multilingual conversations more easily.

Intent-based routing

Route customers to the right team based on their actual needs, not just keywords. Reduces handoffs and improves resolution speed.

Rich media messaging

Design channel-aware templates for chat and WhatsApp. Use adaptive cards, reply buttons, and interactive forms for smoother customer interactions.

Deep noise suppression

AI automatically filters out background noise and audio interference during voice calls, improving clarity for both agents and customers. It works on incoming and outgoing audio, reducing repeats and distractions. The result: shorter call times, higher productivity, and a more professional experience. Admins can enable this feature organization‑wide so teams can focus on what matters: helping customers.

👉 What this means for Contact Center

This wave brings an agentic contact center: smarter intent handling, richer channels, clearer audio, and better multilingual control, without piling work onto your team.

Field Service: productivity meets integration

Schedule board sharing

Generate a share link from the tab settings for easier collaboration between dispatchers and managers on resource planning - no digging in settings records.

Tailor Microsoft Copilot chat with Microsoft Copilot Studio

Tailor Copilot chat experiences for Field Service using prebuilt or custom components, using Microsoft Copilot Studio.

Link work orders to projects for unified financials

Connect Field Service with Project Operations for unified financial tracking. Send estimates and actuals (labor, products, materials) from Field Service to Project Operations for centralized billing and margin insight.

Connect Field Service to Finance & Operations (via Project Operations)

Costs and material usage flow through Project Operations into finance and operations - supporting master planning, legal‑entity alignment, and extensibility for custom fields.

Bookings in Microsoft Outlook & Microsoft Teams

Work orders now sync with frontline workers’ calendars in real time, with Bookings as Outlook appointments in their calendars in near real-time, without having to switch to Microsoft Outlook or Microsoft Teams.

👉 What this means for Field Service

Frontline operations get better scheduling visibility, seamless calendar integration, and financial transparency through unified data flows, boosting technician productivity and customer satisfaction.

Customer Insights (data & journeys): smarter data, faster action

Customer Insights - Data

Copilot answers grounded in customer profiles

Agents and sales leads can query Copilot for customer insights like lifetime value, recent activity, and how likely they are to buy - right in their workflow.

More accurate autonomous agents

Customer Insights – Data is now available as a knowledge source in Copilot Studio. This means default and custom copilots, as well as autonomous agents, can understand, analyze, and act on unified customer data.

Add profiles, segments, measures, and insights from Dataverse as knowledge sources.
When you launch or update an agent, all users instantly benefit from these insights.
Build agents that perform autonomous actions or respond dynamically to changes in customer data.

Export to ad platforms

Send customer data and insights to external platforms to drive more targeted campaigns, optimize ad spend, and improve engagement. Available connectors: Facebook Ads, Google Ads, LinkedIn, Snapchat, and Secure FTP (SFTP).

Delta Lake support for faster insights

Customer Insights – Data now supports incremental processing using Delta Lake format, reducing reprocessing time and delivering fresher insights.

OneLake Integration

Access unified profiles and insights directly in Microsoft Fabric’s OneLake without duplicating data.

Customer Insights - Journeys

Create journeys with natural language

Describe your goal in plain language, and Copilot builds the journey draft - segments and steps included - cutting setup time dramatically.

Target the right audience based on signals from earlier campaigns

Leverage interaction data (like email opens and link clicks) from Customer Insights – Journeys to build precise segments and personalize engagement.

Combine C Insights - Journeys interaction data with external sources for advanced scoring and targeting.
Use unification to identify customers across multiple emails and touchpoints for a true 360° view.

Copilot-powered voice conversations

Integrate Customer Insights ‑ Journeys with Contact Center to deliver real-time, personalized voice interactions that adapt based on customer responses.

Real-time journeys API

Automate journey creation at scale using templates and triggers—ideal for global or multi-language campaigns.

Email export API & message expiration

Export exact copies of sent emails for compliance and set expiration dates on messages to avoid sending outdated content.

👉 What this means for Customer Insights

Marketing and CX teams can activate data faster, target audiences more precisely, and automate journeys at scale. Grounding Copilot and agents in real customer data ensures personalization that drives engagement.

Project Operations

Investment projects

Manage internal capital initiatives like infrastructure or R&D with full financial governance.

Track costs as Work in Progress (WIP) and automate conversion to fixed assets on completion.
Improves compliance and reporting accuracy by eliminating manual reconciliation.

Add support for WBS and project templates

Import tasks from existing projects or templates using Work Breakdown Structures (WBS).

Combine tasks from multiple sources into a new project.
Speeds up planning and reduces setup time compared to manual entry or full project copies

👉 What this means for Project Operations

Project-driven organizations benefit from stronger financial governance and faster project setup. Investment projects and WBS templates reduce complexity and improve compliance.

Getting started

Microsoft’s 2025 Wave 2 updates are all about empowering teams with intelligent tools that reduce friction, improve decision-making, and enhance customer experiences. Whether you're automating approvals, managing leads, or resolving cases, these features are designed to help you do more - with less effort. Want to explore these updates in your own environment or need help getting started?

Jérôme Van Durm

Solution Lead Microsoft Dynamics 365 Customer Engagement
Connect with Jérôme on LinkedIn

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