What’s New in the Dynamics 365 Customer Engagement 2025 Wave 1 Release
Microsoft has officially rolled out the 2025 Wave 1 release plan for Dynamics 365 Customer Engagement (CE), bringing new features designed to enhance productivity, improve customer experiences, and streamline day-to-day operations across Sales, Customer Service, Field Service, and Customer Insights – Journeys.
Let’s review each of these modules and highlight key updates and new features. We will also analyze what they mean for your business and how they can improve operations.
Dynamics 365 Sales: Automation and Insights
The Sales application receives several updates designed to empower sellers and sales managers with better automation, actionable data, and AI-driven prioritization.
Sales Qualification Agent
This AI-powered agent combines three other Copilot agents that assist you with research, prioritization, and client engagement.
Here are some key capabilities that you can use by deploying this agent:
- Automated research: When a lead comes in, your sales team often has to spend hours researching them to prepare for meetings and optimizing communications. The Sales Qualification Agent will automatically do this research for your salespeople to save them time-consuming work. It will also notify you if the person attached to the lead record is a key decision-maker.
- Lead prioritization: Once leads come in, this agent will analyze different factors from them and provide you with insights so you and your team can prioritize the leads that suit your business.
- Email validation: This agent will analyze emails to address typos and find times on your calendar that could work for a meeting.
- Upsell Suggestions: The Sales Qualification Agent will also analyze previous customer service cases to provide seller suggestions. For example, Copilot will detect if a customer has a recurring issue with your product, which means they might need to buy a new one.
It’s a research agent that can help your sales team by researching a lead when it comes in. This process automation helps save your team time by letting them focus on their next steps rather than spending hours researching.
Lead and Opportunity Scoring Enhancements
Sales teams can now rely on more advanced machine learning models to evaluate the quality of leads and opportunities more effectively. The improved scoring ensures that sellers focus on the most promising deals with a higher likelihood of conversion. This increased efficiency in sales processes, combined with more accurate forecasting, will give you a stronger focus on high-value prospects.
Sequence Automation Improvements
This release introduces more granular control within sales sequences. Sellers can automate routine follow-ups and internal reminders, reducing manual effort and ensuring consistency across outreach. This will lead to more meaningful sales conversions and will help your sales team spend less time on repetitive administrative tasks.
Real-Time Data Dashboards
Sales managers gain improved visibility into pipeline activity with enhanced dashboards that update in real time. These tools offer a clearer picture of performance metrics and enable data-driven decision-making. By improving forecast accuracy and sales coaching, you can implement a smarter sales strategy that works and leaves room for strategic adjustments.
Dynamics 365 Customer Service: Empower Agents and Clients
The Customer Service module continues to evolve with AI-powered tools and improvements to agent workflows, most notably through Microsoft Copilot and intelligent automation.
Microsoft Copilot Enhancements
Copilot now offers real-time draft responses based on case details, summaries of ongoing customer interactions, and intelligent recommendations for next steps or knowledge articles—all directly within the agent’s workspace. This leads to reduced response times, increased agent efficiency, and reduced operational costs.
Additionally, the new customer intent agent will analyze emails and look for common issues or topics. This will help your team build knowledge base articles, which will streamline customer service even more by empowering customers to resolve their issues. Here are several additional new Copilot features for Wave 1:
- Copilot-powered email template recommendations: Copilot email assist streamlines customer support by intelligently recommending context-based email templates within the “reply to” field, reducing manual search time and improving communication accuracy.
- Copilot Studio agents for customer surveys: Use Copilot studio agents to gather customer feedback and gain valuable insights so you can take actionable next steps.
- The ability to insert Copilot prompts in email templates: Copilot boosts email response efficiency by auto-populating templates with intelligent prompts, reducing manual effort and ensuring consistent, accurate communication.
- Use Copilot to generate contextual partial email content: Inline Copilot enhances email quality and service efficiency by allowing representatives to invoke AI mid-draft to generate relevant content, reducing manual effort and improving customer satisfaction.
AI-Based Case Routing
Cases are now automatically routed to the most suitable agent based on skillsets, availability, and historical data. This intelligent routing ensures faster resolution and more effective use of support resources. AI lets you handle your cases more efficiently and align customer needs with agent expertise.
Enhanced Knowledge Management
Knowledge search functionality has been improved with smarter article suggestions and easier filtering. Agents can now find relevant support materials more quickly during live interactions. When your agents have the information, they need at their fingertips, they will be better equipped to resolve cases faster, which provides value for both agents and customers.
Additional Customer Service Updates in Wave 1
Here are some other key updates in the 2025 wave 1 release for Dynamics 365 Customer Service:
- Automatically restore sessions after a browser refresh: If you drop from a call or chat session by accident, all you have to do is open or refresh your browser and they will come back up.
- Configure timeout rules override in SLA-based automatic actions: Service representatives can now adjust automatic actions on conversations—such as disabling or modifying timeout rules—providing greater flexibility in managing handoffs, delays, or absences.
- Updates on standard system views: Customer service agents can further customize, modernize, and refresh their workspaces and views to fit their needs. Empowering employees to use solutions in a way that is specific to them makes them more efficient.
Dynamics 365 Field Service: New Features to Empower Technicians and Dispatchers
The Field Service app continues its transformation into a mobile-first, technician-focused platform. This wave focuses on usability, mobility, and smarter scheduling.
Updated Mobile App
Technicians now benefit from an enhanced mobile experience that includes:
- Faster sync times through the ability to select table columns
- The ability to access online data with an offline-first application
- Improved functionality
- An intuitive user interface
These improvements ensure service continuity even in low-connectivity environments. When your field service technicians can do routine tasks on their mobile phones, it makes them more productive and reduces service delays.
AI-Driven Resource Scheduling Enhancements
The schedule board now incorporates AI-powered recommendations based on technician skills, job urgency, and proximity. This feature helps dispatchers optimize resource utilization across their teams. When the right technicians are assigned to the right cases, it leads to faster job completion, better SLA adherence, and reduced operational costs.
Access to Asset History
Field technicians can now view detailed service history and asset data while on-site, allowing them to diagnose and resolve issues more effectively without needing to call backup. If your field service technicians have as much knowledge as possible going into a job, it will improve first-time fix rates and lead to more informed on-site decision-making.
Dynamics 365 Customer Insights - Journeys: Smarter Marketing
The marketing module (now known as Customer Insights-Journeys_ in this release focuses on scaling personalization and campaign precision through real-time triggers and AI-generated content.
Real-Time Customer Journeys
With expanded journey capabilities, marketers can trigger personalized campaigns based on customer actions like purchases, site visits, or email interactions. These journeys can be configured to adapt dynamically to individual behaviors, or they can be configured by your team through triggers and segments.
When you streamline timely and relevant customer engagement through marketing communications, you drive higher conversion and retention rates.
Unified Engagement Analytics and Reporting
A new cross-channel reporting dashboard provides marketers with centralized insights across email, social, events, and web. This consolidation makes it easier to analyze campaign performance and ROI. Improving visibility into the performance of your marketing efforts lets you make smart, data-backed decisions and improvements.
New heat-map analytics on email engagement will help your marketing team truly judge what is effective and what isn’t with regards to email marketing.
AI-Powered Content and Journey Generation
Marketers can now use AI tools to generate content such as subject lines and email copy, tailored to audience segments and past interactions.
This helps maintain a high level of personalization without increasing workloads.
Additionally, you can use natural language prompts to ask Copilot to generate a journey for you, saving you the manual work of building the journey from scratch, finding the marketing list for it, and adding each individual step yourself.
This acceleration in campaign production will improve engagement through efficient data-informed messaging.
Pause and Resume Journeys
If something comes up after you have published a journey – say an error in the system that is affecting how clients receive it or a spelling mistake – you can now pause it, fix the issues, and then continue it after that.
Unplanned events happen from time to time, and with this feature, your marketing team can feel safe knowing that they can resolve issues after they have published a journey.
Improved Handoff Between Marketing and Sales
When a client responds to a journey – say they click on a blog link or visit a webpage with an exclusive offer – the system will create a lead and/or an opportunity that will automatically transfer to the sales team.
Create an Event Portal on Your Website
You can easily create event pages and portals to drive registrations and then embed that onto your website using JavaScript code or the new event API. This provides you with an easy way to capture registration numbers and collect data for analysis on how you can improve future event promotions.
Alternatively, you can also use Power Pages to create event portals with new templates specifically designed for that.
How to Prepare for Wave 1 Rollout
To ensure your organization is ready to take advantage of these new capabilities, consider the following steps:
- Review the full release notes to identify which features apply to your business processes.
- Test new functionality in a sandbox environment to understand how it impacts current workflows.
- Engage with users across departments to align changes with team goals and training needs.
- Plan for training and adoption to help end-users leverage new features from day one.
Talk to Stoneridge Today to Get Started with These New Features and Functionalities
The 2025 Wave 1 release for Dynamics 365 Customer Engagement demonstrates Microsoft’s continued focus on delivering intelligent, connected experiences across all stages of the customer journey.
Contact our team of experts today if you want to take your customer relationship management processes to the next level with features from the 2025 Wave 1 release!
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