Plan and prepare for Dynamics 365 Customer Service in 2025 release wave 1
Important
The 2025 release wave 1 plan covers all new functionalities planned to be delivered to market from April 2025 to September 2025. In this article, you'll find the product overview and what's new and planned for Dynamics 365 Customer Service.
Overview
Dynamics 365 Customer Service is a cloud-based solution that uses generative AI across the service journey to help businesses deliver fast, personalized, and consistent service across multiple channels. Advanced routing, case management, knowledge management, Copilot, and embedded Microsoft Teams capabilities maximize agent productivity. Simplified administration and integrated analytics optimize contact center operations.
For 2025 release wave 1, we are focused on enhancing agentic capabilities and improving productivity with Copilot for the customer service representative and supervisor experiences.
Investment areas
Copilot and AI innovation
Copilot transforms the Customer Service support experience with generative AI. Service representatives are more productive and deliver a better service experience with Copilot helping them find resources to resolve issues faster, handle cases more efficiently, and automate time-consuming tasks. Copilot harvests knowledge from internal and external sources to draft contextual answers to questions in email and chat conversations. Service representatives can ask Copilot questions as they conduct research for a case, and they can use Copilot to generate case and conversation summaries in a single click.
Service representative experiences
The service representative experience is at the heart of Dynamics 365 Customer Service and enhancing service representative confidence is the key to improving customer satisfaction. Customer Service provides a powerful service representative desktop, with infused generative AI, seamless collaboration capabilities, and productivity tools in a customizable workspace. Its features boost service representative effectiveness, enabling them to deliver personalized customer experiences across any channel.
To learn more about the entire set of capabilities being delivered during this release wave, check out the release plan for Dynamics 365 Customer Service below:
For application administrators
User-impacting features to the user experience enabled automatically
User-impacting features should be reviewed by application administrators. This facilitates release change management and enables successful onboarding of new capabilities released to market. For the complete list, look for all features tagged "Users, automatically" in the release plan.
Features that must be enabled by application administrators
This release wave contains features that must be enabled or configured by administrators, makers, or business analysts to be available for their users. For the complete list, look for all features tagged "Users by admins, makers, or analysts" in the release plan.
Get the most out of Customer Service
| Helpful links | Description |
|---|---|
| Release plan | View all capabilities included in the release. |
| Licensing | Improve your understanding of how to license Customer Service. |
| Product documentation | Find documentation for Customer Service. |
| User community | Engage with Customer Service experts and peers in the community. |
| Upcoming events | Find and register for in-person and online events. |
| Product trials | Get started with Customer Service. |