Microsoft Dynamics 365 Sales & Customer Engagement 2025 Wave 2: The era of autonomous AI and Copilot

Elise Dejour
Dec 18, 2025
5 min read

The second wave of Microsoft Dynamics 365 releases in 2025 doesn't just bring improvements; it marks a major revolution by placing generative artificial intelligence and autonomous agents at the heart of the sales and customer service experience. These new features will be gradually rolled out between October 2025 and March 2026. The new features presented in this article relate to Dynamics 365 Sales and Customer Engagement applications (Customer Service, Customer Insights, etc.).

Microsoft's goal is clear: to transform salespeople into strategic advisors and service agents into super agents by automating most of the administrative and prospecting work that adds little value to the business using AI and Copilot.

The Copilot revolution and autonomous AI agents at the heart of Dynamics 365 Sales

The main strength of wave 2 of the 2025 update lies in the integration of AI capabilities that go beyond simple assistance. These are now autonomous agents capable of acting independently.

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The Sales Qualification Agent: The 24/7 virtual salesperson

This AI agent operates autonomously to search for, qualify, and engage prospects. It is capable of performing actions independently:

Search and Prioritization: Uses internal CRM data and public sources to provide comprehensive summaries of leads and accounts.
Validation and Matching: Automatically validates email addresses, searches for relevant contacts, and matches existing records (accounts, contacts).
Intent Analysis: Assessing fit, intent, and engagement to assign a score and high-priority status.
Automated Engagement: Automatic generation of personalized emails with relevant talking points (but still subject to human approval or with control mechanisms to maintain the central role of the salesperson).

This allows salespeople to focus solely on the hottest and most qualified leads, significantly reducing the time spent on manual qualification.

Boosted productivity thanks to Copilot

AI tackles tedious data administration tasks:

Embedded Copilot Summaries: Summaries generated by Copilot are now more prominently integrated at the top of records (Opportunities, Leads, Accounts). These summaries provide a concise overview of context, recent activities, and emerging risks, enabling instant decision-making.

Smart Paste and Form Fill Assist:

Smart Paste: Paste structured information (from an email or document) into a form, and Copilot automatically maps and fills in the relevant fields.
Form Fill Assist: Supports file uploads (PDF, images, DOCX) so that AI can extract key information (name, address, phone number) and insert it into CRM forms. Say goodbye to manual data entry!

Natural Language Search and Filters (Smart Grid): Users can now query their record lists (the data grid) using natural language, for example: "Show me high-value opportunities with no next steps scheduled for next week."

Model Context Protocol (MCP): Connecting AI to D365 data

MCP is a new protocol server that allows AI agents (such as Copilot in Microsoft Copilot Studio, or even third-party tools) to interact directly and securely with Dynamics 365 Sales data.

This opens the door to much more complex automation and integration scenarios, where agents can read CRM data, perform actions (such as creating a lead or sending an email), and connect to other applications without heavy integrations.

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Improvements to the sales experience: Focus on ergonomics and sales rep productivity

Wave 2 of 2025 brings significant improvements to make the interface more intuitive and powerful, aligned with the Microsoft 365 suite.

Redesigned user experience and alignment with the Microsoft D365 suite

New Header and Streamlined Navigation: A visual redesign of the applications provides more screen space, increased clarity, and faster access to frequently used actions. The goal is to reduce cognitive load and align with the familiar design of other Microsoft 365 suite solutions.
Improved Visual Hierarchy: The hierarchical relationship visualization tool has been updated to be more powerful. It allows you to view links between multiple tables at once (Accounts, Contacts, Opportunities, and custom entities) on a single visual graph. This helps salespeople quickly identify key decision makers and relationship paths.
Optimized Integration with Teams and Outlook: Microsoft continues to integrate to minimize context switching. CRM tasks can be managed more and more directly from everyday communication and collaboration tools (for example, D365 actions initiated directly in a Teams discussion).

Optimized sequence and activity management

Sequence Improvements: The tool for automating activities and engaging leads has had its capabilities expanded.
Multiple Sequence Management: Ability to attach and manage multiple sequences to a single record, providing flexibility for more nuanced engagement strategies.
Step Overview: Sales reps get a clear view of all steps (completed and upcoming) in sequences associated with a record, simplifying planning for next steps.

Accelerating opportunities and preventing risks

Searching for More Relevant Information: The AI Agent can now improve the relevance of its searches by using customized web sources defined by the user or administrator. This ensures that the information collected is perfectly suited to the industry or specific characteristics of the company.
Focus on the Best Actions: AI continues to guide salespeople toward the actions most likely to accelerate transactions and close sales.

Dynamics Customer Engagement: What's new for customer service

Customer Engagement applications, including Dynamics 365 Customer Service and Contact Center, also benefit from Wave 2 updates, particularly in terms of agent efficiency and customer experience.

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Agentic capabilities and copilot for customer service

The central theme here is to equip agents with the tools to resolve cases faster and more accurately.

Copilot in the Service Workspace: Copilot is increasingly integrated, offering:

Real-Time Summaries: Instant conversation summaries and case histories, even when taking on a new case.
Response Drafts: Intelligent, contextual response suggestions based on knowledge bases and customer history.

Custom Productivity Tools: Administrators and developers can integrate custom low-code tools directly into the Copilot Workspace, allowing agents to access business-specific functionality without leaving the interface.

Improvements to routing and case management

Improved Unified Routing: Continued optimizations to AI-based routing to ensure customer requests are directed to the most qualified agent (in terms of skills, language, and availability) on the first try.
Bulk Actions for Supervisors: Supervisors can now perform bulk actions, such as moving conversations, sending messages, or closing multiple cases at once, improving team management efficiency.
Session Restore: A simple but essential feature: after refreshing the browser, agents can automatically restore session tabs and open case information, avoiding loss of context and time.

Knowledge Management and Omnichannel

Self-Building Knowledge Base: AI facilitates the creation and updating of the knowledge base. Analysis of successful interactions can automatically generate draft knowledge articles, reducing the workload for knowledge administrators.
Simplified Channel Management: Native support for new channels, including WhatsApp via Azure Communication Services, simplifies the integration and management of omnichannel conversations.

The must-have release: Dynamics 365 Sales 2025 wave 2

The second wave of Dynamics 365 releases in 2025 is more than just a series of updates; it is a strong signal of the direction Microsoft is taking: autonomy and artificial intelligence are the new norm in CRM and customer service.

The features in Dynamics 365 Sales 2025 wave 2, including Autonomous Qualification Agent, Smart Paste, and Copilot tools, promise to free up a massive amount of time for sales teams, allowing them to refocus on what really matters: building relationships and closing deals.

For businesses: Adopting this wave is essential to maintaining a competitive advantage by improving operational efficiency and delivering a more personalized and responsive customer experience.
Action plan: It is crucial to plan for the adoption of features and train teams on how to use the new AI-powered tools, as the impact on productivity is immense.

The days when CRM was a simple record-keeping system are over. With this release, Dynamics 365 becomes a true intelligence and action system, powered by AI.