Microsoft Dynamics 365 Release Plan 2025 Wave 1: Smart Agents Provide Intelligent Automation for D365 Sales and Customer Services Users

Microsoft gave us the first look at the Wave 1 Release for 2025 last week and as expected it has a lot to do with Copilot. New features point the way towards realizing a lot of Microsoft’s automation vision for the Dynamics platform utilizing Copilot.

Microsoft Dynamics 365 Sales

At New Dynamic, this is one of the areas we pay the most attention to and it looks like some real improvements are coming this year.

There is a continued focus on enhancing AI capabilities in the Sales application, as well as a revamped user experience. The new Copilot features provide guidance on next steps and uses smart Agents to refine and execute strategies when working with leads. We will have to wait for the preview release to get our hands on it and we will have reviews to follow.

One part of the new release that will be available in early access will be server-side exchange synchronization. This will allow Copilot to assist with “who knows whom” analytics and other exchange-based interactions. This should enable sellers and smart Agents to understand where a lead fits within an enterprise and know their role. Smart Agents are also a big part of Microsoft’s vision for the future.

In the area of Lead management, the Sales Qualification Agent will be able to create automated follow-up email communications to increase productivity. This includes a new “tone of voice” feature that leverages Copilot to assess and use your communication style in emails to ensure a consistent and company-wide voice in all pipeline interactions.

The Sales Qualification Agent can also automatically read replies to these pipeline communications and evaluate, qualify, or disqualify leads based on the responses. The goal here is saving sellers valuable time to follow up with higher intent-to-purchase leads while freeing them from generating and routing support requests for responses indicating those needs. It can also read out-of-office replies and reschedule pending activities to occur after the prospect returns to work.

Additionally, there is a feature that allows leads to self-schedule meetings during available times on the seller’s calendar. This indication of higher interest and likelihood to purchase helps prioritize leads and saves extra steps in contacting leads to schedule meetings while eliminates the need for third party tools to expose calendars.

The Sales Qualification Agent will also be able to automatically connect and analyze data sources such as Microsoft Fabric or third-party sources. This enables the Agent to make more informed evaluations based on the company associated with a lead and to better qualify and prioritize potential customers.

Bridging Sales and Service, the Sales Qualification Agent will identify potential new leads from existing contacts and accounts by analyzing their case and service history to identify new opportunities.

This is a feature that we cannot wait to get a hold of to see how it performs, and we will provide further insight as soon as it is available.

Microsoft Dynamics 365 Customer Service

Microsoft has also invested in AI for Dynamics 365 Service in this release with Agents to intelligently automate processes. The promise is that the Agents can respond to what works and follow those processes as they learn. It will be interesting to see how this works and report on that as well.

There will be additional capabilities for automatic updates to the knowledge base using the Knowledge Management Agent. This gleans information from conversations and interactions, case notes, or conversation transcriptions and adds this data to the knowledge base. There will be provisions for both real-time knowledge article creation when a case is closed, and for historical analysis of case information to create articles. Articles can be reviewed for conformance to standards and published by supervisors or published autonomously.

Another feature to look at is Intelligent email template recommendations. This will pre-select and suggest templates for responses to service inquiries, reducing a service representatives’ time in looking up email templates and helping to ensure appropriate and comprehensive responses to service requests. These templates will also be enabled for Copilot prompts which will auto populate parts of the email body with information from the case. This appears to go far beyond mail-merge type email completion by using Copilot to intelligently respond to the issues in the case.

The Case Management Agent will also automate updating case details from live chats and emails, improving wrap-up time and accuracy. Another feature is that the Case Management Agent can now refer experts to the service representative based on communication content and invite the representative to collaborate directly with the expert via Teams, providing the expert with a summary of case information and updating case notes with details of the Teams chat.

Copilot features that are relevant to Service include Copilot Studio Agents, which can be used to get customer feedback quickly, and to automate response to the feedback. Typically, it takes days or weeks to get responses, and the compilation and use of results is inconsistent and takes development effort. This new feature automates the presentation of results to supervisors and contains predefined templates to allow fast deployment of survey tools.
Another new feature is that customer sentiment indicators can be added to emails by Copilot upon receipt. The tone of the email is analyzed and these indicators are visible in the inbox view to enable quick prioritization of responses for important cases.

In a Service feature not related to Copilot, a popular tool currently in preview allows sessions to be automatically restored upon browser refresh will soon go into public release. This allows service representatives to refresh a browser session when technical limitations require it, but eliminates the need to re-open any sessions they are working with.

Conclusion

These are interesting and exciting developments in Sales and Support automation that we at New Dynamic are eager to try out in preview, and we will have additional blog postings on our findings as they become available. Also, we will have a review of the pre-release plan for the Copilot and Power Platform coming soon. As always, New Dynamic stands ready to help you evaluate and implement any or all of the features for the Microsoft Dynamics 365 Customer Engagement platform.

By Phil Vanner – Senior Consultant

Working with New Dynamic

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