It’s that time of year where Microsoft announce the new features and improvements rolling out across their products over the next few months!
2025 has already been exciting for Microsoft, with Copilot Agents getting plenty of attention. Unsurprisingly, they’re also a core feature across this latest wave release.
And there’s plenty more coming to Dynamics 365 and Power Platform as we head towards summer. In this blog, we’ve picked a few that we think will drive the biggest impact for your business. But if you’d like to see the full list of releases, check out these lists:
You can also watch the video below to hear Tristan, our Chief Innovation Officer, discuss what’s coming up and what it means for you:
Please note, all these features will be rolled out from April up until we get Microsoft’s second yearly wave release in October. Official release dates can be seen in the release plan above. In the meantime, let’s explore what to expect.
Copilot Agents
Copilot Agents have already been creating a buzz lately, and you can expect to see more of them. As part of the latest wave release, Microsoft will be offering pre-configured agents that work across Dynamics 365, driving automation.
Sales qualification agent
The sales qualification agent is designed to look through and prioritise leads stored in Dynamics 365 Sales. It can research publicly available information, such as company performance, and factor that into its prioritisation. It can also analyse intent to buy, based on your data set, which can highlight the deals more likely to close.
Using the data available, it will then create a personalised email you can review and send to the prospect. It can even search your business data to see if there have been any past interactions with that client, so you can find colleagues to introduce you.
The agent can also auto generate dynamic, follow up content based on the interactions with the lead. It can detect out-of-office messages and scheduled a follow-up for when they’re back. On top of this, it can help prospects to self-book meetings with sellers, based on their availability.
Another nice feature of the sales qualification agents is the ability to feed your pipeline of leads, with, based customer service interaction outcomes. If something has been mentioned in a conversation between a customer service agent and a customer or prospect that could be a potential sales opportunity, it will automatically create new deals.
Plus, all these features can be configured by you to meet the niche requirements of your sales processes.
Case management agent
The case management agent lives within Dynamics 365 Customer Service. It can automatically create cases from live chat and update the case with relevant information. It improves on the previously available automatic case creation from email, by reading emails, understanding the content and update fields accordingly.
The agent will also look at additional emails that come in as part of that conversation and keep the case up to date without manual intervention.
Another nice feature is the ability to use Copilot Agents for customer surveys. This allows you to create bots in Copilot Studio that manages the feedback capture process and attaches it to whichever channel the customer contacts you on. This makes getting feedback easier and smoother.
The agent can also improve sentiment analysis across the email experience. When looking at emails in your inbox, you can get details of the sentiment of that conversation and use that to tailor the response.
Scheduling agent
The latest wave release improves resource schedule optimisation within Dynamics 365 Field Service, leveraging Copilot agents.
If an engineer’s job runs over or they have a gap, the scheduling agent can dynamically come up with a new schedule and present it to the scheduling operator to review. If they’re happy, it can be applied straight away.
This saves time having to manual reorganise a schedule, saving precious time.
Sales order agent
Sales order agents are coming to Dynamics 365 Business Central. This can receive a request from a customer, understand who that customer is and see if they’re a customer in Business Central. It can then create a quote based on what they’ve asked for.
If the items that the customer wants are available, it can take that quote and send it off to the customer for approval. Once the customer confirms it, the agent can convert it into a sales order and send that order over to the customer.
If you’re working with high volume of transactional orders, this could save you massive amounts of time.
Dynamics 365 Contact Centre
Historically, the contact centre within Dynamics 365 has been customer service focused. But Microsoft are now extending it to incorporate sales more.
Newly integrated features include lead management, opportunity management, the quote to order process, the ability to run multiple sessions and Copilot support. This means it can drive your sales teams forward, as well as service teams.
There are also some new biometric, authentication and fraud protection features. This includes automatically authenticating someone based on their voice.
There is additional fraud prevention capability through supervisors monitoring conversations that were automatically flagged as potentially fraudulent or suspicious, and additional reporting in there as well to keep people safe.
Dynamics 365 Business Central
Alongside the sales order agent coming to Business Central, this release brings the ability to integrate field service with service management in Business Central. This is an out of the box integration that makes sure the whole work order life cycle process around inventory management happens seamlessly.
There is also more Copilot capability coming to Business Central, specifically around matching purchase orders and purchase order lines.
Power Platform
The first change to note in Power Platform is a new set of tools that will change the way apps are built in Power Apps. You’ll now be able to use Copilot and generative AI to define scenarios and requirements. Simply describe what it is you want to achieve, and the Power Apps planning tool will create a description of the problem, a solution and a set of user stories that define what you will build.
It will then generate a data model, which can be customised as required, to define what will be in the solution, including fields, validation and relationships.
It will then put together an architecture in terms of the apps and flows needed. From our experience, this has proven very helpful when building apps. You can then bring everything to life in the Power Apps, and customise as required.
Another new feature to pull out is the ability to create process maps for multiflow automation. If you have got flows calling other flows within Power Automate, you can now easily visualise the whole architecture and manage them.
These are just some of the exciting features coming to Dynamics 365 and Power Platform. If you’d like to know more, or understand how these applications can unlock value for your business, just get in touch with our team of experts.
