2025 Wave 1: D365 Customer Service & Contact Center
Microsoft has announced the 2025 Wave 1 release notes for Dynamics 365 Customer Service and Contact Center. The release includes new features such as autonomous agents for case management, customer intent, and knowledge management. The case management agent automatically creates a case and suggests actions for customer service reps. The customer intent agent uses AI to identify customer intent and generate questions for reps to ask. The knowledge management agent generates draft knowledge base articles. There is also a feature to gather customer feedback through surveys and the ability to use the Contact Center capabilities with Dynamics 365 Sales. Other features include email template recommendations, customer sentiment in emails, session limits for multi-session apps, and the ability to create personal views for inboxes.
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