Dynamics 365 Release Wave 2 2025
Marketing, sales and customer service features at a glance
Your CRM solution will become even more powerful: Microsoft published the release notes for Dynamics 365 Release Wave 2 in July 2025. The new features will be rolled out in stages between October 2025 and March 2026.
Our CRM team has summarised the most important new features for you. We can already tell you that you can look forward to more real-time data, more intelligent automation and AI-supported processes. Let's get started!
#1 AI-supported sales processes in Dynamics 365 Sales
Good news for sales teams: With the Wave 2 2025 release, Microsoft is setting new standards for AI-supported sales support. The focus is on functions that automate your pipeline, eliminate routine tasks and create more time for strategic customer work. The following video provides an overview of the most important new features.
"For NAVAX customers, this means less manual data entry, more time for direct customer contact - and well-founded, data-based sales decisions."
Romana Močnik, Teamlead CRM Solutions, NAVAX Consulting
The new functions include
- Sales Qualification Agent: Automatically research and qualify leads
The Sales Qualification Agent with Microsoft Copilot in Dynamics 365 Sales autonomously researches information about leads using data from CRM, public websites and your organisation's internal knowledge sources. The agent reminds you of leads, follows them up and answers your questions. If the lead matches your ideal customer criteria and shows intent to buy, it is handed back to you. - Intelligent grids with Copilot Search
Instead of clicking through long lists of leads and opportunities, sales teams filter, search and sort using natural language. Copilot recognises the input, automatically sets the appropriate filters and updates the grid - for faster decisions and fewer clicks. - Model Context Protocol (MCP)
With the new MCP, Microsoft Dynamics 365 Sales opens the door to seamless integration of external AI assistants such as ChatGPT or Claude. AI agents can access CRM data directly, update it and react to it in real time. This means less complex integrations, more automation and the ability to efficiently handle tasks such as lead qualification or emailing without custom code.
👉 You can find the features in detail here.
#2 Dynamics 365 Customer Insights - Data
In Dynamics 365 Customer Insights - Data, customer data from different systems is merged into a standardised profile. New in the Wave 2 release: This consolidated data now serves as a source of knowledge for Microsoft Copilots and autonomous agents.
- Responses in the Copilot chat are now based on customer insights
When chatting with Copilot, answers now include data from Customer Insights - e.g. information on purchase probability, lifetime value or recent activities. - Target the right audience based on signals from previous campaigns
Soon you will be using interaction data from Customer Insights - Journeys directly for segmentation. It could look like this: You create a segment from customer profiles with a high lifetime value score (according to AI prediction) and combine this with customers who actively interact with your campaigns - through email opens and link clicks.
#3 Customer Insights - Journeys: Advanced marketing automation
Customer Insights - Journeys is also being systematically developed further in order to utilise AI-supported customer profiles in an even more targeted manner. With the new Wave release, the platform will become the central data source for Microsoft Copilots and autonomous agents.
A few of the new functions in detail:
- Generative AI function in Dynamics 365 Customer Insights - Journeys
Create customer journeys in Dynamics 365 Customer Insights using natural language. Describe your goal, Copilot builds the journey - done. Campaigns go live faster and coordination becomes more efficient. - Maximise event ROI with paid registration and seamless payment integration
Flexible price levels, discount codes and an optimised checkout process increase conversion - and at the same time enable new revenue streams with reduced administrative effort.
#4 Customer service automation through AI integration
Microsoft is upgrading Dynamics 365 Customer Service to avoid long processing times and frustrating referrals to the wrong place. The new functions give service teams a better overview of customer contacts.
Click here for the highlights:
- Customer Knowledge Management Agent
The new Customer Knowledge Management Agent transforms raw data (case-related conversations, emails, case notes...) from support cases into knowledge articles. It avoids duplicates, fulfils compliance requirements and can be efficiently controlled through approval processes. - Copilot prompts in email templates
Set up once, use permanently: Admins store prompt templates and Copilot automatically generates consistent customer content from them. - More security through data confidentiality labels
Service employees can label emails with confidentiality designations to specifically classify and protect sensitive information. This strengthens data security, reduces the risk of data breaches and enables flexible, rule-compliant collaboration.
👉Further information can be found here.
Note: The planned release dates are subject to change. It is possible that individual functions may not appear as announced or may be cancelled altogether.
Our conclusion
Release Wave 2, 2025 shows once again how strongly Microsoft is focussing on AI-supported productivity and seamless user experiences. Companies that want to strategically develop their CRM will find numerous starting points - from marketing and sales optimisation to customer service.
Do you have any questions about the new Release Wave? Feel free to contact us via our contact form!
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