What’s Coming to Dynamics 365 in 2025?
In today’s article we discuss some of the exciting key feature updates coming to the Dynamics 365 solutions in 2025.
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Microsoft has just published its 2025 release wave 1 plan outlining some of the innovative features to be rolled out across Dynamics 365 business solutions this year. With further advancements in security, automation and AI coming soon, D365 will continue to drive business productivity and streamline operations with the power of digital innovation. Below we discuss some of the key updates coming to Dynamics in the coming months.
Dynamics 365 Sales
Harnessing the power of AI, the sales qualification agent in Dynamics 365 Sales will provide a copilot workspace that helps prioritise leads based on the customer’s fit and ability to buy and suggest tailored next steps using data from CRM, Outlook and meetings to help strengthen the relationship and progress the lead. The agent can even converse with inbound leads to determine whether the submission is relevant, their needs align with the product / service provided, and that the contact is responsive. The agent will then summarise the contact and their organisation’s details to provide sales teams with the information they need to reach out to the lead, even drafting an initial email personalised specifically to them.
The sales qualification agent can also be configured to understand the company’s products / services, ideal customer profile and key value proposition. The agent can then use this information to draft prospecting emails and identify and act on the most promising leads. These features will help reduce the busy work of sales teams, allowing them to focus on more complex sales activity that helps build stronger customer relationships and drive revenue growth.
Dynamics 365 Customer Service
Copilot in D365 Customer Service will be able to assist customer service agents by summarising case details to get them up to speed quickly before interacting with a customer. With an AI-powered customer service agent running in the background, customer representtives will then be able to receive AI-driven insights, potential questions that can help gauge the customer’s intention or issue, and prompts to guide the interaction effectively. Once the issue has been resolved, Copilot will then be able to update customer and case resolution details in the system, saving teams valuable time on manual data entry. Agents in D365 Customer Service help automate service processes, unlock insight and accelerate case resolution, helping businesses enhance customer experience.
Dynamics 365 Customer Insights
Businesses will be able to create a comprehensive, branded hub deployed through Power Pages, to centralise information about events with an event portal to enhance customer engagement. Customers will be able to access event details like agenda, speakers and location, and register using event registration forms.
Customer Insights users will also be able to enable event waitlist registrations to help ensure spots are filled when registered attendees cancel. If an individual cancels, the system automatically registers the next person on the waitlist, who will then receive registration confirmation and the event information. This will help marketers maximise event capacity and guarantee their return on investment.
Microsoft plans to make these features generally available between February and September 2025.
If you would like to learn more about what’s to come in Dynamics 365, contact one of our solution experts today.
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