Key updates in the Dynamics 365 Customer Service 2025 release wave 1
Microsoft has published the release plans for the 2025 release wave 1 of Dynamics 365 Customer Service. This update introduces several new features, enhancements, and improvements designed to streamline customer support operations. This blog provides an overview of the key updates users can expect in this release.
AI-powered email template recommendations
The 2025 release wave 1 of Microsoft Dynamics 365 Customer Service provides users with Copilot-powered email template recommendations to help customer service teams respond faster and more accurately. Instead of manually searching for templates, agents receive AI-driven suggestions based on the email content, context, and conversation intent. This feature streamlines communication, improves consistency, and reduces response times.
Key highlights:
- Copilot suggests relevant email templates directly in the email editor.
- Recommendations are based on email content, search context, and thread intent.
- Agents can review the suggested template and select a different one if needed.
- Administrators must enable the feature and create templates for Copilot to use.
- Available as a pay-as-you-go feature.
Leverage Copilot Studio agents for AI-powered customer surveys
Microsoft introduces Copilot Studio agents in the 2025 release wave 1 of Dynamics 365 Customer Service to automate customer surveys and streamline feedback collection. Instead of using separate tools across different channels, businesses can now unify survey management and configure personalized feedback loops within Dynamics 365 Customer Service. AI-powered automation speeds up the process, ensuring faster responses and actionable insights for supervisors.
Key highlights:
- Use Copilot Studio agents to automate customer feedback collection.
- Configure surveys across email, messaging, voice, and custom channels in one place.
- Leverage AI to trigger contextual actions based on survey responses.
- Create surveys quickly using predefined templates.
- View AI-generated summaries of feedback with insights for supervisors.
Additional AI-powered enhancements
The 2025 release wave 1 introduces new AI-driven capabilities to improve customer service efficiency and accuracy. These updates help agents respond more effectively by analyzing customer sentiment, automating email content, and reducing manual effort in communications.
- View customer sentiment indicators on email: Agents can now see sentiment indicators for incoming emails directly in their inbox and email editor. This feature helps them assess customer tone and urgency, allowing for better response strategies and proactive escalation management. Supervisors can also monitor sentiment trends through the Email Analytics dashboard to identify areas needing improvement.
- Insert Copilot prompts in email templates: Copilot can now autofill email templates with AI-generated content based on predefined prompts. This reduces the need for manual input and ensures responses remain accurate and consistent. Administrators can configure prompts within templates, allowing agents to send structured responses more efficiently while maintaining a personalized touch.
- Use Copilot to generate contextual partial email content: Agents can now invoke Copilot mid-draft to generate relevant partial content based on the email’s context. This feature reduces time spent on composing messages while enhancing accuracy and completeness. By minimizing manual effort and improving response quality, this update helps decrease back-and-forth communication and improves overall customer satisfaction.
Data sensitivity labels for email
In the 2025 release wave 1 of D365 Customer Service, Microsoft introduces data sensitivity labels for email, enhancing security and compliance by allowing service representatives to classify and protect sensitive information. This feature helps prevent data breaches, ensures regulatory compliance, and integrates with other Microsoft security tools for consistent data protection.
Key highlights:
- Classify and protect sensitive information: Labels help agents mark emails based on data sensitivity, ensuring secure communication.
- Ensure compliance with regulations: Supports compliance with GDPR, CCPA, and other data protection laws by enforcing security policies.
- Increase user awareness: Provides clear indicators to service representatives about handling sensitive information appropriately.
- Centralized data management: Administrators can create, publish, and manage labels for standardized data protection across emails.
- Seamless Microsoft integration: Works with Microsoft Purview and other security tools for consistent data classification across applications.
Modernized D365 Customer Service workspace app
The 2025 release wave 1 introduces a refreshed Dynamics 365 Customer Service workspace app with a modernized UI based on Microsoft’s Fluent 2 design. This update enhances usability, improves navigation, and ensures a more consistent and visually appealing experience. The redesign focuses on better efficiency, cleaner layouts, and improved interaction across key components.
Key highlights:
- Updated Copilot interface: The ask-a-question feature now has an expanded input field and repositioned icons for better usability.
- Revamped inbox design: A new island-style UI with rounded edges provides a sleek, modern look for service representatives.
- Enhanced productivity tools: Service scripts now feature updated states, icons, and components to improve the overall experience.
- Refreshed timeline control: A modernized timeline UI improves visibility, efficiency, and user satisfaction.
- Improved voice controls: The updated interface enhances navigation for inbound and outbound calls, making controls more intuitive.
Additional updates in the Dynamics 365 Customer Service 2025 release wave 1
The 2025 release wave 1 introduces several usability and efficiency improvements for service representatives and administrators. These updates help streamline case management, enhance session continuity, and improve automation within Dynamics 365 Customer Service.
- Create personalized case views in the inbox: Service representatives can now customize their inbox with personalized case views, helping them organize work more efficiently. Administrators create personal views for the case entity, which agents can then add to their inbox for a more tailored experience.
- Automatically restore sessions after a browser refresh: When agents refresh their browser, all previously opened sessions and tabs are now restored automatically. This enhancement eliminates the need to manually reopen cases, chats, or calls, improving productivity and reducing downtime.
- Inbox view is on by default for service reps: The inbox, which consolidates all work items into a single view, is now enabled by default for new and out-of-the-box service representative profiles. This ensures that agents have immediate access to their tasks without needing manual setup.
- Configure timeout rules override in SLA-based automatic actions: Agents can now override SLA-based timeout rules in cases where additional response time is needed or when a conversation is transferred. Administrators can configure actions and trigger events, allowing more flexibility in automatic workflow management.
- Maintain routing rules in bulk: Administrators can now create and apply templated rulesets for routing configurations across multiple queues and workstreams. This feature eliminates the need to manually configure rules for each queue, saving significant time and ensuring consistency.
Want to learn more?
The updates, new features, and enhancements highlighted above are just a few of the improvements included in the 2025 release wave 1 for Dynamics 365 Customer Service. Users can start leveraging these capabilities today to enhance productivity, improve customer interactions, and streamline operations. To fully utilize these features, optimize workflows, and maximize the return on investment, working with a trusted Microsoft Dynamics 365 Customer Service consulting partner is highly recommended.
The right Dynamics 365 Customer Service partner can guide users through implementation, customization, and training to ensure seamless adoption. With expert insights and best practices, a consulting partner helps businesses configure the system to meet specific needs, integrate AI-driven capabilities effectively, and drive long-term success.
