Microsoft’s 2025 Release Wave 2, rolling out from October 2025 to March 2026, brings a wealth of powerful new features and enhancements across Dynamics 365 Sales, Customer Service, and Model-Driven Apps (Power Apps). With an AI-first approach, this wave is designed to drive greater efficiency, automation, and insights for organisations, helping them deliver smarter customer engagement and enhanced operational outcomes.
Dynamics 365 Sales
The 2025 Wave 2 update introduces several major AI-driven improvements to Dynamics 365 Sales, helping sellers work smarter and close deals faster.
1. Embedded Copilot Summaries
From October 2025, Copilot-generated summaries will be embedded at the top of Opportunity, Lead, and Account records. This delivers concise AI insights including company information and recent updates in a prominent position, making it easier and faster for sellers to grasp deal context without navigating away from the record.
2. Form Fill Assist Toolbar
Copilot’s form fill assist now supports uploading files, emails, and images directly into the smart paste toolbar. AI extracts key details such as names, phone numbers, and addresses to automatically populate Dynamics 365 forms, significantly reducing manual data entry. Sellers can review and accept or clear suggested content, streamlining data capture.
3. Sales Qualification Agent
Available from October 2025, this intelligent agent combines research, prioritisation, and outreach capabilities to help sellers build qualified pipelines efficiently. It autonomously researches every lead using CRM data and public sources, providing:
- 360-degree summaries of leads and accounts
- Email address validation
- Relationship mapping to identify key contacts
- Suggestions on additional contacts within leads’ companies
- Awareness of existing opportunities tied to leads
- Automated personalised email generation with relevant talking points
- Recommendations whether to engage based on the configured Ideal Customer Profile
4. Visualise and Work with Hierarchical Data from Multiple Tables
The new Hierarchy control offers a powerful visualisation of data relationships in parent-child views across accounts, contacts, opportunities, and custom tables. The first v1 preview supports single-table hierarchies, with a v2 version adding complex multi-table hierarchy support coming later in the wave.
Further AI enhancements include:
- AI Outreach automation that dynamically adjusts follow-up communications based on lead responses, including management of out-of-office replies and lead self-booking.
- Deeper integration with external data sources to enrich lead profiles by customising which web and third-party data the agents access.
- Supervisor dashboards for Sales Qualification Agent performance monitoring.
These innovations create a more insights-driven, automated, and productive selling experience, focused on accelerating pipeline qualification and deal closure.
Dynamics 365 Customer Service
Wave 2 enhances agent productivity and customer experience with expanded AI assistance and smarter session management:
Customer Knowledge Management Agent
Released in October 2025, this agent automatically harvests knowledge from resolved cases , including conversations, emails, and notes , to draft ready-to-use knowledge articles. It compares new content against the existing knowledge base to avoid duplication and ensures articles stay current, reducing the knowledge lifecycle and helping reps deliver faster, more consistent service.
Automatically Restore Sessions After Browser Refresh
Customer service agents working in the Dynamics 365 Customer Service Workspace benefit from session continuity. After refreshing their browser, the system restores entities (such as cases and accounts), tabs, and conversations (including calls and chats) with focus returned to the last session or tab viewed. This eliminates disruption and improves productivity.
AI-Driven Case Summaries and Responses
The platform now provides instant case history summaries and drafts personalised response suggestions, surfacing relevant knowledge articles and AI-suggested next steps to accelerate resolution.
Bulk Actions on Filtered Conversations for Supervisors
Supervisors can efficiently manage high-volume contact centres by filtering conversations based on real-time analytics and performing bulk actions such as reassigning to queues, sending mass customer messages, notifying agents, or closing inactive threads. This reduces administrative overhead while balancing workloads and boosting responsiveness.
Custom Multisession Model-Driven Apps
Support for multisession workspaces within custom model-driven apps allow agents to handle multiple interactions simultaneously in a tabbed interface, improving multitasking without losing process integrity.
Collectively, these features elevate the agent experience to deliver faster, smarter, and more consistent customer service outcomes.
Model-Driven Apps (Power Apps)
The 2025 Wave 2 release also introduces key productivity and AI enhancements to model-driven apps used across Dynamics 365:
Form Filling with Copilot
Users can upload emails, images, or files, and Copilot will suggest and fill appropriate form fields in Power Apps, reducing manual entry and speeding workflows.
AI Record Summaries
AI-generated record summaries become available on any table in Power Apps, enabling users to quickly access vital information from within their custom apps.
Natural Language Search
Users benefit from easier navigation with search and filtering capabilities using natural language queries, simplifying record find and filter actions without complex queries.
Improved Data Visualisation
Tabular data in views can be turned into interactive charts for quick insights and drill-down analysis.
Streamlined UI
Updates to app headers, navigation, and page headers provide a more modern, cleaner interface consistent with Microsoft 365 experiences.
Synergy Technology and Dynamics 365
At Synergy Technology, we understand the transformative potential of Microsoft Dynamics 365. Our expertise across Dynamics 365 Sales, Customer Service, and Power Platform means we are perfectly placed to help organisations implement and maximise these exciting new capabilities.
Our team of experienced consultants partner closely with clients to tailor solutions that align with unique business processes and objectives. We provide thorough implementation services, from initial strategy and system design through to deployment, user training, and ongoing support. Leveraging our knowledge of AI-powered agents, Copilot functionalities, and model-driven app customisation, we ensure that businesses unlock the full value of these innovations.
With a commitment to personalised service, best practice methodologies, and continuous support, Synergy Technology drives success by helping organisations automate routine tasks, improve employee productivity, and deliver exceptional customer experiences. Whether adopting Dynamics 365 for the first time or upgrading to the latest release wave, our expert team is here to guide and support every step of the journey.
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