Microsoft has introduced the 2026 Release Wave 1 plans for Dynamics 365 Customer Engagement, with updates rolling out between April and September 2026. As with previous waves, organizations can preview new capabilities in sandbox environments before they are automatically applied to production.

While the release plans outline a wide range of updates across Microsoft Dynamics 365 Customer Engagement, Microsoft Power Platform, and Copilot, most teams will benefit from focusing on how these changes apply to their day-to-day work.

What Microsoft Is Emphasizing in This Release Wave

Across Dynamics 365 Customer Engagement and the Power Platform, several consistent themes are shaping this release.

First, Copilot continues to expand within core business processes. Rather than being introduced as a separate tool, AI capabilities are increasingly embedded into the workflows teams already use across Sales, Customer Service, Marketing, and Field Service.

At this time, automation is evolving into more connected, multi-step processes. Microsoft is building toward a more coordinated approach. In this model, actions, data, and systems work together more seamlessly across the platform.

Microsoft Power Platform also continues to strengthen its role as the foundation for extending D365 CE. Enhancements across Dataverse and automation tools reinforce how organizations customize, integrate, and scale their environments.

In addition, there is an ongoing focus on improving the day-to-day user experience. These updates may appear incremental individually, but together they can significantly streamline how teams interact with the system.

Deeper Copilot Integration Across Business Applications

Microsoft is expanding Copilot capabilities across Dynamics 365 Customer Engagement applications by embedding AI directly into everyday workflows. As a result, teams will spend less time switching between tools or manually compiling information.

Instead, Copilot can assist within the flow of work, whether summarizing activity, generating content, or helping interpret data. This shift is especially relevant for organizations already investing in Copilot, as it brings those capabilities closer to daily execution rather than keeping them separate from core processes. Learn More

More Connected Automation Across the Platform

The continued evolution of automation across Microsoft Dynamics 365 Customer Engagement and Microsoft Power Platform, with a clear move toward more connected, multi-step processes. Rather than focusing on isolated tasks, organizations can begin linking workflows across systems.

In turn, this reduces manual handoffs and improves consistency across teams. For organizations already using Microsoft Power Automate, this creates an opportunity to expand existing automations into broader, more coordinated processes.

Power Platform’s Expanding Role in Microsoft Dynamics 365 Customer Engagement

Enhancements across Microsoft Power Platform continue to strengthen its role as the foundation for extending Dynamics 365 Customer Engagement. As customization, integration, and automation needs grow, organizations will rely more heavily on Dataverse and platform services to support those efforts.

Because of this, it becomes increasingly important to align D365 CE strategy with overall platform planning rather than treating them as separate initiatives. Learn More

Continued Improvements in D365 Sales and Customer Service Workflows

Updates across Microsoft Dynamics 365 Sales and Customer Service focus on improving how teams manage interactions, track activity, and engage with customers. While these changes may seem incremental, they help reduce administrative effort over time.

As a result, teams can stay more focused on customer-facing work, which is especially valuable in high-volume environments where efficiency directly impacts performance.

Ongoing Enhancements to User Experience and Productivity

Microsoft continues to refine the user experience across Dynamics 365 Customer Engagement applications, with improvements aimed at simplifying navigation and reducing friction. Although these updates are subtle, they add up quickly for teams that work in the system every day. Over time, even small efficiency gains can lead to noticeable improvements in productivity and user adoption.

Where Teams Will See the Most Value in this Release Wave

Overall, the most meaningful impact from this release wave will come from how these updates are applied within specific business areas.

• Sales teams will benefit from more streamlined communication, improved visibility into customer interactions, and embedded AI assistance.
• Customer Service teams can expect enhancements that support faster case resolution and more consistent service experiences.
• Marketing teams will see continued alignment between data, automation, and customer engagement.
• Field Service teams will benefit from improvements that support scheduling, communication, and operational efficiency.
• Power Platform users will gain more flexibility in how they extend and connect D365 across systems.

What This Means for Your Microsoft Dynamics 365 Customer Engagement Roadmap

This release wave reinforces the importance of taking a structured approach to adoption. Organizations should evaluate which capabilities align with current priorities and where new features can support existing processes. Instead of adopting everything at once, organizations should focus on a few high-impact areas. This approach leads to more meaningful results.

If you are evaluating how AI capabilities fit into your broader CRM strategy, this article provides additional context on Copilot Adoption.

What to Do with the Release Wave

To get the most value from this release, organizations should take a structured approach:

• Review the release plans and identify relevant features for your organization
• Enable preview features in a sandbox environment to validate impact
• Prioritize updates that align with current business goals
• Plan for change management and user adoption

Release Wave Final Thoughts

The 2026 Release Wave 1 updates continue to build on Microsoft’s broader direction for Dynamics 365 Customer Engagement and the Power Platform.

For most organizations, the opportunity is not only in understanding what is new, but in identifying where these capabilities can support real improvements across teams. Taking a practical, phased approach to adoption will help ensure these updates translate into measurable value over time.

Working with New Dynamic

New Dynamic is a Microsoft Solutions Partner focused on the Dynamics 365 Customer Engagement and Power Platforms. Our team of dedicated professionals strives to provide first-class experiences incorporating integrity, teamwork, and a relentless commitment to our client’s success. Contact Us today to transform your sales productivity and customer buying experiences.

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