What is coming in 2025 Wave 2: Dynamics 365 Customer Service
Microsoft has released details on the 2025 Wave 2 for Dynamics 365 Customer Service. Features include protecting sensitive information in emails with data sensitivity labels, updating the knowledge base using the Customer Knowledge Management Agent, using Copilot-powered email template recommendations, inserting Copilot prompts in email templates, tagging email templates with a line of business, optimizing customer service with intent-based routing, automating case lifecycle tasks with the Case Management Agent, connecting AI agents using Model Context Protocol servers, and enabling customers to create multisession apps. These features aim to streamline processes, improve efficiency, and enhance the customer service experience.
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