Dynamics 365 Customer Service 2025 Release Wave 1: Enhancing Generative AI, Administrative, & User Experience Features

The 2025 Release Wave 1 features are here, and there are two key focus areas in the Customer Service section:

1. Generative AI integrations and Copilot improvements
2. Further enhancements in administrative and user experience

Generative AI Integrations

Copilot and AI features continue to dominate release wave updates in Dynamics 365 and promise to transform the support experience (something nearly all release notes share in common these days ). Everything is targeted at sifting through data faster, working cases more efficiently and automating manual tasks.

Within this section of the release notes, we have the following six updates:

1. Automate case lifecycle tasks with Case Management Agent: This agent will automate a lot of tasks for a customer service representative. Once a live chat is accepted, this agent will create the case automatically, filling in all required information. As the conversation continues, the customer service representative can use the agent to update the case. Once the chat concludes, the agent will update all fields on the case. Moreover, the agent provides one-click collaboration through intelligence prompts to identify experts and provide a case summary. It also integrates into the timeline of a case, tracks cases that need attending, sends follow-up emails based on SLA criteria, and can resolve the case.
   • Public preview: Feb 2025, General Availability: May 2025.
     
2. Update knowledge base using Customer Knowledge Management Agent: This agent harvests knowledge from your cases in real time as a customer service representative closes a case. Using notes, conversations, and emails tied to the case, the agent generates a draft knowledge article that can be added to Dynamics 365. The agent also tracks usage and the quality of the article and will update articles as necessary, based on additional case closures on the same topic.
   • Public preview: Jan 2025, General Availability: April 2025. (Note: at the time of writing this article, it is February and this is not currently available in public preview.)
     
3. Use Copilot-powered email template recommendations: Copilot will suggest relevant email templates to apply. Customer service representatives simply need to enter a prompt in the inline email assist card when replying to the customer. Copilot will match the prompt with a template stored in Dynamics 365 and select the most appropriate one in the email.
   • Public preview: April 2025, General Availability: Unknown.
4. Use Copilot Studio agents for customer surveys: Copilot Studio agents can be used to automate the customer survey process, including email, messaging, voice, and custom channels using predefined templates.
   • Public preview: now, General Availability: April 2025.
5. View customer sentiment indicators on email: A simple but powerful update where Copilot will display overall customer sentiment on an incoming email.
   • Public preview: April 2025, General Availability: Unknown.
6. Insert Copilot prompts in email templates: Administrators can configure email prompts as part of email templates.
   • Public preview: April 2025, General Availability: Unknown.

Administrative & User Experience

The second bucket for the Dynamics 365 Customer Service release notes is the “service representative updates.” The focus here is helping users handle multiple interactions simultaneously, allowing for simple switching between sessions without losing context. Additionally, we see features to help use productivity tools to enhance workflows.

There are five updates in this section:

1. Configure session limits for multisession apps: Administrators can configure the maximum number of sessions for a rep to use in the Customer Service workspace. Session limits can be between three and nine (defaulting to nine).
   • Public preview: Feb 2025, General Availability: June 2025.
2. Create personalized case views in the inbox: This gives your users ability to customize case views in their inbox.
   • Public preview: N/A, General Availability: April 2025.
3. Automatically restore sessions after a browser refresh: Today, users can only refresh sessions one at a time. With this new update, when a browser refreshes, it will refresh every tab.
   • Public preview: now, General Availability: April 2025.
4. Inbox view is on by default for service reps: Turns the inbox view on by default for all out-of-the-box and newly created representative profiles.
   • Public preview: N/A, General Availability: April 2025.
5. Configure timeout rules override in SLA-based automatic actions: This lets the customer service representative change the rules for automated actions.
   • Public preview: N/A, General Availability: April 2025.

Final Thoughts

The Dynamics 365 Customer Service 2025 Release Wave 1 brings additional advancements aimed at streamlining customer interactions and administrative processes. With a strong emphasis on Generative AI integrations and user experience enhancements, these seem to deliver on the promise of increasing efficiency, improving case handling, and empowering service representatives with more automated and customizable tools. As these features move from public preview to general availability, organizations can look forward to leveraging these innovations to enhance their customer service capabilities, ensuring they remain competitive in a rapidly evolving digital landscape.

However, the effectiveness of these features heavily depends on the organization’s acceptance and adoption of Copilot and AI. With so many features focused on AI, it is more imperative than ever to focus on your user training: Ensure that users know how to work with AI and that the tools are only as good as the data inside of the system. You will only get what you need out of AI if you provide it with the right data.

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