Dynamics 365 Updates

Dynamics 365 brings new innovations that provide you with significant capabilities to transform your business. The release contains hundreds of new features across Dynamics 365 applications, including Sales, Customer Service, Contact Center, Field Service, Finance, Supply Chain Management, Project Operations, finance and operations cross-app capabilities, Human Resources, Commerce, Business Central, Customer Insights – Data, and Customer Insights – Journeys.

Sales

Dynamics 365 Sales brings the power of AI to help sellers meet their targets while boosting seller productivity. Copilot and agents enhance performance and simplify tasks to help grow your pipeline, sharpen strategies, and accelerate deals. A reimagined user experience ensures sellers never miss the best move. Automated research, ongoing follow-ups and prioritized tasks provide continuous guidance, allowing you to focus on the right actions to drive success and grow your business.

Service

Dynamics 365 Customer Service will enable agentic capabilities for Case and Knowledge management, as well as AI-driven routing, while extending Copilot capabilities for Customer Service representative and supervisor experiences, with a focus on productivity improvements.

Dynamics 365 Contact Center will transform service experiences with new features to deliver effortless self-service, accelerate assisted service, and drive efficiency. The 2025 release wave 1 introduces Copilot and agent capabilities to automate intent determination for evergreen self-service and autonomous knowledge management. Additional key features include multimodal support in customer intent agent, enhanced unified routing features, and new workforce and quality management capabilities.

Dynamics 365 Field Service introduces Copilot-first experiences that enhance service operations and deliver exceptional customer experiences in 2025 release wave 1. Key features include automated inspection generation from templates, actionable insights for schedulers, quick access to vital information for frontline workers and managers, plus seamless integrations with Teams and Outlook.

Finance and supply chain

Dynamics 365 Finance capabilities are designed with a copilot-first experience, delivering enhanced automation and agentic capabilities. This release focuses on simplifying complex tax management and regulatory compliance, automating account reconciliations with agents, improving bank reconciliation processes, and adding intelligence to planning, along with extensibility and data refresh updates for business performance analytics.

Dynamics 365 Customer Insights – Data powers your copilot and agents with the latest customer insights, enabling your teams to leverage this data directly within their daily workflow. Enriched with the latest marketing behavioral interactions and streamlined data ingestion, your business can access up-to-date customer profiles without delays to build each experience upon the last.

Dynamics 365 Customer Insights – Journeys brings the power of AI to engage your customers on new channels so you can create new scenarios and business opportunities. Thanks to advanced journey capabilities, you can optimize every interaction with your customers, ensuring that each touchpoint is meaningful and impactful. The new forms and event management features not only streamline the lead generation process but also ensure that high-quality leads are captured and nurtured effectively.

These release plans describe functionality that may not have been released yet. Delivery timelines and projected functionality may change or may not ship (see Microsoft policy).

Here are the key dates for the 2025 release wave 1.