The latest updates in the 2025 Release Wave 2 for Microsoft Dynamics 365, planned between October 2025 and March 2026, bring powerful new AI tools that are especially helpful for Sales, Marketing, and Customer Service teams. One of the most exciting changes is the introduction of smarter artificial intelligent in Copilot Agents that can answer questions, do research, suggest next steps, and help employees save time on normal tasks. These Agents can now tap deeper into Microsoft’s advanced Azure AI Foundry, becoming even more helpful, offering smarter insights, and more personalized support.
Helping Sales Teams Work Smarter
The Sales Qualification Agent is one example that has gotten a major upgrade. It now uses AI to search for and rank new leads automatically. Instead of spending hours researching or chasing the wrong prospects, Sales teams get a list of promising leads, suggestions on who to contact, and even ready-to-send emails. In some cases, it can help to fully qualify a lead with less human input. This means Sales Reps can spend more time focusing on deals that actually matter.
Another great addition is the ability to bring in other AI assistants like ChatGPT or Claude directly into Microsoft Dynamics 365, using something called the Model Context Protocol. It might sound complex, but it basically just means that you can now install your own favorite AI tools. Once added, these assistants can help with things like updating customer records or writing quick emails, saving time and reducing busy work across teams.
New AI Tools to Understand and Reach Customers
For Marketers, a new “Create with Copilot” feature makes it easier to build Customer Journeys. Simply describe what you want and the AI starts building it. While it is still best for simpler workflows at this stage, it is a promising sign of how AI will help Marketers do more with less.
Event organizers will also appreciate the new payment integration. If you are running a paid event, attendees can now register and pay all in one smooth flow thanks to built-in support for payment systems like Stripe. You can even include promo codes, pricing tiers, and automated emails with QR codes for a more professional and efficient experience.
Smarter Customer Service Without Stress
Customer Service teams are also getting a boost with Release Wave 2. The new Case Management Agent can automatically turn incoming emails or live chats into support cases by pulling out all of the important information. This reduces errors, saves time, and even alerts you when a case is urgent or falling behind.
Additionally, the new Intelligent Routing system makes sure each customer is matched with the right support rep. It uses AI to figure out what a customer needs based on their message, then routes them to a specialist who can help. This makes Customer Service faster and less frustrating for both staff and customers.
Making AI Tools Work Even Harder for You
Azure AI Foundry is a platform that helps businesses take AI to the next level, and by pairing with Copilot it allows you to build smarter features that are custom to your business and available to use in Microsoft Dynamics 365.
For example, imagine a support Agent that not only notices when a customer is frustrated through emails or voices messages, but also recommends a solution, suggests a special offer, or writes a professional and brand-friendly response. While regular Copilot can handle basic situations, these kinds of advanced reactions need the extra brainpower that Azure AI Foundry brings.
These smarter Agents are not just ideas, but with Copilot and Azure AI Foundry it is possible to build smarter Agents that work in Microsoft Dynamics 365. At New Dynamic, we help teams turn these ideas into real solutions that your Sales and Service staff can use every day. The future of work is smarter, faster, and more personal, and it is already here.
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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