Microsoft Dynamics 365 2025 Release Wave 2: Driving smarter Customer Engagement

Microsoft’s 2025 Release Wave 2 introduces powerful enhancements across Dynamics 365 Customer Insights, Customer Service, and Sales. These updates are designed to help organizations deliver more relevant experiences, streamline operations, and leverage AI for greater efficiency. Here’s what we’re most excited about.

Customer Insights – Journeys: Elevating marketing agility

Set message expirations to keep communication relevant

Timeliness is everything in customer engagement. With this new feature you can set expiration dates on messages within your customer journeys—whether it's an email, text message, push notification, or custom message. You can choose between no expiration, a specific date and time, or trigger-based expiration. Once a message expires, it’s automatically skipped for customers, ensuring they receive only relevant and timely communications. Analytics also show who didn’t receive a message because it had expired..

This helps prevent outdated or irrelevant messages from reaching your audience—like expired discount codes or past event reminders. It improves the customer experience, builds trust, and keeps your communications aligned with real-time needs. Find out more at learn.microsoft.com.

Export copies of sent emails for record keeping

Compliance and transparency are critical. The new email export API allows you to automatically export exact copies of all emails sent to customers—including personalized and conditionally rendered content. You can schedule regular exports, choose which messages to include (e.g., for contacts or leads), and integrate the process with your existing archiving systems..

This helps your organization maintain a complete, accurate, and verifiable record of customer communications. It supports legal and regulatory compliance, improves dispute resolution, and ensures better quality control and data analysis—while saving time through automation. Find out more at learn.microsoft.com.

Automate scalable journey creation with the journey API

Managing global campaigns can be resource-intensive. This feature introduces a new real-time journeys API that lets you automate the creation of entire customer journeys. Instead of building each journey manually, you can programmatically generate them using existing templates, audience segments, and message assets. You can also dynamically adjust variables such as language, time zone, and content to tailor each journey for different regions or customer groups.

This capability streamlines operations for organizations managing large-scale or global campaigns. It reduces manual work, eliminates duplication, and ensures consistent, high-quality customer experiences. By accelerating journey setup and rollout, it shortens time-to-market and allows your team to focus on strategy and engagement instead of repetitive configuration tasks. Find out more at learn.microsoft.com.

Maximize event ROI with paid registration and payment integration

Monetizing events just got easier. This feature adds paid event registration directly into real-time journeys, allowing you to manage ticketing, pricing, and payments as part of your event setup. You can create multiple ticket types (like early bird or VIP), apply discount codes, and integrate with trusted payment providers for a smooth, secure checkout experience. Attendees receive a QR-code pass upon registration, streamlining entry and check-ins.

Drop-offs during registration are reduced and attendee satisfaction is improved. By embedding the entire ticketing and payment flow into your marketing journey, you eliminate the need for separate tools, reduce manual effort, and unlock new revenue streams—all while offering a seamless experience that encourages commitment and increases conversion. Find out more at learn.microsoft.com.

Streamline event planning with set registration periods

This feature allows you to set a clear registration window for events by defining start and end dates for signups. Once the registration period ends, the form automatically closes—no manual action needed. It integrates smoothly with your communication plan, ensuring invitees know when registration opens and closes.

By enforcing registration deadlines, you gain better visibility and control over attendee numbers. This leads to more efficient planning, avoids last-minute surprises, and reduces unnecessary costs from overbooking or under-preparing. It helps your team deliver well-organized, professional events with greater confidence, predictability, and operational efficiency. Find out more at learn.microsoft.com.

Customer Service: Smarter operations, faster resolutions

Tag email templates with line-of-business 

This feature enhances email template management by allowing administrators to tag templates with line-of-business (LOB) labels, customize how templates are displayed, and perform bulk updates. It also introduces multi-language support, so templates can now be managed and used in languages beyond English.

With better organization and tagging, customer service teams can quickly locate the right templates in large libraries—saving time and improving response consistency. Bulk actions reduce repetitive admin work, while multi-language support enables more effective communication across global teams, enhancing both speed and service quality. Find out more at learn.microsoft.com.

Perform bulk actions on filtered conversations

Supervisors can now perform bulk actions on multiple conversations directly from the Omnichannel real-time analytics dashboard in the Customer Service workspace. They can filter conversations using structured fields or natural language queries—such as by intent group, queue, or status—then review the results before applying actions.

Available actions include assigning conversations to queues, sending customer wrap-up messages, notifying agents with real-time updates, or bulk-closing conversations.

This feature saves time and improves operational efficiency by allowing supervisors to manage large volumes of conversations at once. It’s especially useful for maintaining clean environments, speeding up resolution workflows, and ensuring the right conversations reach the right agents quickly—with less manual effort. Find out more at learn.microsoft.com.

Connect AI agents using model context protocol server

This feature allows developers and service teams to easily connect Dynamics 365 Customer Service with AI agents like Claude or ChatGPT using the Model Context Protocol (MCP) server. Whether building custom agents with Copilot Studio or connecting to third-party platforms, the integration supports key service tasks such as creating cases, updating accounts, and drafting or sending email responses—without manual intervention.

This dramatically reduces development time and complexity when integrating AI agents into your service workflows. Service reps can boost productivity by getting real-time AI support for routine tasks, leading to faster case resolution and better customer satisfaction. It also enables powerful cross-functional automation across systems like Sales and ERP, streamlining end-to-end processes. Find out more at learn.microsoft.com.

Case management agent

The new Case Management Agent in Dynamics 365 Customer Service simplifies case handling by automating creation, updates, and follow-ups from live chats and emails. It uses AI to capture and classify details, filter out non-actionable messages, and keep cases updated in real time—helping service representatives stay focused on solving customer issues.

The agent also improves collaboration by identifying experts, generating concise case summaries, and sharing insights directly in Teams. For resolution, it sends proactive follow-ups based on SLA criteria and can even close cases automatically.

By reducing manual work and wrap-up time, the Case Management Agent boosts efficiency, enhances collaboration, and enables faster, more consistent support. Find out more at learn.microsoft.com.

Customer knowledge management agent

The new Customer Knowledge Management Agent in Dynamics 365 Customer Service helps contact centers turn untapped case data into actionable knowledge—fast. Instead of waiting weeks for traditional article lifecycles, it creates knowledge articles in real time as cases are closed, analyzing conversations, emails, and notes to capture insights within minutes.

The agent automatically checks for duplicates, removes sensitive data, and ensures compliance. Articles can be published instantly and shared with agents, Copilot, or self-service portals—helping organizations respond to emerging issues more quickly and consistently.

Supervisors gain powerful analytics through a dedicated dashboard to track article quality, monitor usage, and identify content needing review. By combining real-time and historical case analysis, the Customer Knowledge Management Agent improves productivity, strengthens the knowledge base, and delivers faster, more accurate support. Find out more at learn.microsoft.com.

Sales: AI-driven productivity and insights

Get embedded experience for Copilot summaries

Sales agents now get instant, AI-generated summaries for Opportunities, Leads, and Accounts directly at the top of the record form in Dynamics 365 Sales. This new in-form banner experience eliminates the need to open the Copilot side pane, keeping essential insights front and center. The summary includes both high-level and detailed context and supports actions like copying content, giving feedback, or using Copilot chat to refine results.

Important: this is on by default for all copilot-enabled organizations at general availability starting from September 2025.

This feature helps Sales agents quickly understand deal context, reduce time spent searching through CRM data, and stay focused in the flow of work. By surfacing relevant insights at a glance, it boosts productivity, shortens ramp-up time, and empowers more informed and timely customer interactions. 

Accelerate data entry using form fill assist toolbar

The new form fill assist toolbar in Dynamics 365 Sales lets Sales agents upload files, emails, and images—such as business cards, PDFs, or scanned documents—to automatically extract and suggest data for lead and contact forms. It supports various file types (e.g., .pdf, .jpg, .docx, .csv) and uses AI to identify key details like names, phone numbers, addresses, and company information, mapping them directly to the right fields in the form.

This feature eliminates the need for manual data entry, saving time and reducing the risk of errors. Sales agents can onboard leads faster, stay focused on customer engagement, and spend more time closing deals instead of typing in data. It’s a practical step toward making CRM more intelligent and less burdensome—especially when handling large volumes of incoming contact information. Find out more at learn.microsoft.com.

Connect AI agents to sales workflows using Model Context Protocol server

This feature enables you to connect AI assistants and agents—like Claude or ChatGPT (coming soon)—to Dynamics 365 Sales using the new Model Context Protocol (MCP) server. Developers can build intelligent agents that retrieve, update, and act on CRM data without custom code. Sales agents can use their favorite assistant to perform actions such as prioritizing leads, generating personalized emails, qualifying opportunities, and more—simply by connecting the assistant as easily as installing an app.

Initial tools include listing leads, retrieving summaries, qualifying leads, and sending outreach emails, all powered by Copilot in Dynamics 365 Sales.

This simplifies AI integration across sales workflows, eliminating complexity for developers and unlocking productivity for Sales agents. AI assistants can now operate seamlessly within CRM, helping teams move faster—from engaging leads to closing deals. It also supports advanced, cross-functional automation with other Dynamics 365 apps like Customer Service and Business Central—so your sales, service, and operations stay connected. Find out more at learn.microsoft.com.

Sales qualification agent

The new Sales Qualification Agent in Dynamics 365 Sales helps Sales agents build a qualified pipeline faster by eliminating manual prospect research and outreach. Instead of spending hours triaging leads and writing prospecting emails, the agent autonomously gathers insights from CRM and public web sources, then recommends whether a lead is worth engaging.

If the lead is a good fit, Sales agents get a ready-to-send, highly personalized email with talking points tailored to the prospect’s company, role, and priorities—making it easier to capture attention and book meetings. The agent also validates lead information, identifies potential introducers, and provides a full 360° view of accounts and ongoing opportunities.

By combining research, prioritization, and outreach in one flow, the Sales Qualification Agent lets Sales agents focus on conversations that matter instead of administrative work. The result: more qualified opportunities, stronger pipelines, and more time spent with customers. Find out more at learn.microsoft.com.

Visualize and work with hierarchical data from multiple tables

The new Hierarchy control in Dynamics 365 Sales provides a visual, interactive way for Sales agents to explore complex customer relationships—such as parent-child accounts, shared contacts, and related opportunities. Admins can configure what data appears in each node (tile), including fields, icons, and colors, and define how records are connected using single-table or cross-table relationships.

Sales agents can zoom, expand, collapse, and edit records directly within the visualization, helping them work more efficiently with large or multi-layered customer accounts.

This feature gives Sales agents a clearer picture of complex customer organizations—so they don’t miss important relationships or signals across regions, teams, or projects. It supports better decision-making, reveals upsell and cross-sell opportunities, and allows sellers to edit data in context. Ultimately, it helps your team engage large customers more strategically and effectively. Multi-table support is coming later this year for even more flexibility. Find out more at learn.microsoft.com

Discover how Dynamics 365 updates can drive your success

The 2025 Release Wave 2 is all about automation, intelligence, and agility. These updates empower marketing, sales, and service teams to work smarter, deliver personalized experiences, and stay ahead in a competitive market.

Want to know more about the newest features for Customer Engagement? Contact our experts to learn more about the possibilities these updates offer for your business.