2025 Wave 2 Release: What’s New for Dynamics 365 Customer Engagement
Microsoft Dynamics 365 2025 Wave 2 release notes are here!
This wave delivers autonomous agents, deeper Copilot integration, refined UX, and orchestration tools that allow businesses to scale smarter, faster, and with greater customer-centricity.
General Updates to Dynamics 365 Customer Engagement in Wave 2
We’re going to dig into the core applications, but first, let’s look at a couple of general updates that impact user experience regardless of the app you’re using.
Note: Some of these features will be available sooner than others. Keep watching the official Microsoft documentation to keep track of when you can test and then use these features.
Streamlined Header and Navigation
The refreshed header and navigation are going to reduce clutter, improve access to important actions, and support a consistent look and feel across devices. Key updates include:
- Modern app header: Simplified app header layout with improved spacing and icons that align with modern design principles. The header offers increased brand coherence with Microsoft 365 apps.
- Streamlined sitemap: Decluttered sitemap with improved structure and readability to help you find what you need faster.
- Condensed page headers: Form and grid page headers now take up less vertical space. They maximize visible data and reduce the need to scroll.
Form Filling with Copilot
Copilot helps you fill out forms quickly by using images, files, and emails. Model-driven app users can add a file, including images, or an email for Copilot to suggest form fields.
Now let’s take a look at some of the planned features rolling out for each of the core applications in Customer Engagement.
Dynamics 365 Sales
Wave 2 ramps up AI-powered selling—bringing Copilot, autonomous agents, and refined UX directly into the Dynamics 365 Sales process.
Planned Features:
- Copilot In Form Banner: AI generated summaries of leads, opportunities, and accounts now appear prominently in the form header (early access from July 2025)
- Sales Qualification Agent Enhancements: The autonomous agent now researches and prioritizes leads, drafts personalized outreach, and includes a supervisor dashboard for evaluating agent performance.
- Model Context Protocol (MCP) AI Integration: Connect external AI assistants (e.g. ChatGPT, Claude) to Dynamics via MCP, enabling seamless agent and assistant collaboration. Planned features for this include:
- List leads
- Retrieve lead summary (using Copilot in Dynamics 365 Sales)
- Qualify lead to opportunity
- Get outreach email (using Copilot in Dynamics 365 Sales)
- Send outreach email
Visualize and Work with Hierarchical Data from Multiple Tables
Many of us were disappointed with the depreciation of the account hierarchy feature in 2024, well a new control is here and it looks incredible! The new
Hierarchy control provides your organization with an intuitive visualization of your data. With this view, sellers can see important connections, such as common decision makers, and quickly take action with less effort. There are two planned releases for this feature:
- The v1 hierarchy control preview supports single-table hierarchies.
- The v2 hierarchy control preview adds support for multi-table complex hierarchies.
Dynamics 365 Customer Service
In this release for Customer Service Microsoft is enhancing Copilot productivity and case/knowledge management—including routing, summarization, and AI driven assistance.
Planned Features:
- Customer Knowledge Management Agent: The agent analyzes case-related notes, conversations, and emails to draft a knowledge article that fills knowledge gaps and helps your organization respond to emerging issues in minutes. Agents receive automated summaries drawn from internal/external knowledge articles to speed issue resolution.
- Case Management Agent: By sending follow-up emails and resolving cases automatically, the agent improves service representative efficiency and satisfaction by eliminating manual administrative tasks. When a customer service representative accepts a live chat, the Case Management Agent automatically creates a case and fills in the required information.
- Model Context Protocol (MCP) AI Integration: Similar to D365 Sales feature/functionality: Connect external AI assistants (e.g. ChatGPT, Claude) to Dynamics 365 via MCP, enabling seamless agent and assistant collaboration. This integration provides the following capabilities:
- Create or update an account
- Create or update a case
- Create a case note
- List cases
- Draft an email response
- Send an email response
Dynamics 365 Field Service
Microsoft is reinforcing focus on AI driven scheduling, deeper Microsoft 365 integration, and improvements in mobile usability and technician workflows. This will help your Field Service team work smarter and more efficiently.
Planned Features:
- AI Agents & Copilot Enhancements: Managers and technicians get AI-powered assistance for scheduling, updating job status, gathering data, and navigating workflows across Teams and Outlook.
- Scheduling Operations Agent: Advanced scheduling agents simplify dispatching and assignment of nearest-qualified technicians—improving efficiency and response times.
- Microsoft 365 Integration: Bookings sync automatically with Outlook and Teams; technicians can manage bookings and collaborate directly inside Teams or Outlook without switching apps.
- Mobile Usability & UI Enhancements: Shorter bookings are visually clearer on the schedule board; mobile workflows have improved ease-of-use in offline scenarios.
- Connect Field Service to Finance & Operations: Connect directly to D365 Finance and Operations through Microsoft’s dual-write integration through Project Operations.
Dynamics 365 Customer Insights – Journeys
Customer Insights - Journeys (formerly Marketing) enables personalized, AI-driven customer journey orchestration across all touchpoints, now enhanced further with smarter orchestration, consent management, and integration with Sales & Copilot workflows.
Planned Features:
- Advanced Journey Orchestration & AI Assist: Use Copilot and AI agents within journey workflows to dynamically adjust content and timing based on real-time data.
- Paid Event Registration Feature: With the new paid event registration capability in real-time journeys, you can now offer a seamless and secure ticketing experience. This feature empowers you to offer flexible pricing tiers and discount codes and increase registration conversion with a frictionless checkout. This feature includes several new enhancements, including:
- When you enable paid events directly in your event setup process, you can capture more value from your engagements.
- Create and manage ticket types for your event and its sessions. Set pricing, limits, and access rules.
- Add discount codes to offer early bird pricing and other incentives.
- Customize your registration form to include ticket selection as part of a seamless signup flow.
- Integrate with a trusted payment provider of your choice for secure checkout experiences. Reduce friction and abandoned registrations.
- Automatically send attendees a QR code-enabled event pass, making entry and session check-ins effortless.
- Eliminate manual reconciliation with real-time payment tracking.
Form Filtering Choices Based on Previous Answers
New form field filtering dynamically adjusts options for one field based on the selection you make in another field, so users see only relevant choices.
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