With Microsoft’s upcoming October 2025 updates announced, we highlight the more interesting changes and new features.
As with the Wave 1 release plans, there are three versions – Dynamics 365, the Power Platform and Role-Based Copilot Offerings – again illustrating Microsoft’s focus on AI-driven functionality. As some of the improvements will become available in early access from August 4th, we would recommend familiarising yourself with them ahead of time by enabling the Wave 2 Preview in a sandbox environment. If you are an existing Strategy 365 customer and need assistance with this, please get in touch.
Dynamics 365 Key Changes
Dynamics 365 Sales
- Sales Qualification Agent. Helps sellers build a more qualified pipeline by autonomously researching leads using CRM and public web data. It combines three intelligent agents—research, prioritization, and engagement to:
– provide 360-degree lead and account summaries.
– recommend whether to engage based on your preconfigured Ideal Customer Profile.
– generate personalised outreach emails with relevant talking points.
– validates a lead’s work email address. This reduces manual effort, improves lead triage, and allows sellers to focus on the high-potential opportunities. - Hierarchical Relationship Visualizer. Allows users to visualise hierarchical data directly within a single table view, eliminating the need to switch between multiple screens or views. This provides a clear, inline representation of parent-child relationships, making it easier to understand organisational structures, reporting lines, or account hierarchies. It improves productivity by enabling users to navigate and act on hierarchical data more efficiently within their day-to-day workflows.
Dynamics 365 Customer Service
- Multisession App improvements. Two new features have been announced:
– when refreshing the Customer Service Workspace App (currently the only multisession app), all of the previously-open sessions, represented as tabs, will now be restored. This means the agent no longer has to manually reopen all the existing sessions and can simply carry on from where they left off.
– it will be possible to enable multisession functionality for custom model-driven apps, bringing the browser-like experience of multiple tabs to a single application instance. - Email Template improvements. It will be possible to:
– tag Email Templates with a Line of Business, making it easier to locate the right templates to meet an agent’s requirements.
– insert a Copilot prompt into an Email Template. When the template is then used by an agent, the data generated by the prompt is then prefilled into the email.
– have Copilot suggest the most appropriate Email Template to use when contacting a customer. - Customer Knowledge Management. Automatically drafts knowledge articles by analysing case data, notes, emails, and conversations as soon as a case is closed – helping teams quickly fill knowledge gaps and respond to emerging issues.
Dynamics 365 Business Central
- Sales Order Agent. Automates sales order-taking and enhances order capture by interpreting unstructured emails, extracting order details, and generating sales documents – reducing manual effort and speeding up order handling.
- Copilot Agents. Empowers users with AI-driven automation to streamline tasks, boost productivity, and scale operations. Built-in agents like the Sales Order Agent handle complex processes such as interpreting unstructured emails and generating sales documents, while users can also extend functionality with custom AI solutions – all with minimal setup and full oversight.
- Enhanced financial reporting and analytics. Streamlines report creation and delivery with automated scheduling, Excel-based editing, and dynamic currency-aware columns—boosting efficiency and reducing manual effort for finance teams. The improved purchasing analytics in Business Central introduces new KPIs, enriched datasets, and customisable Excel layouts.
Dynamics 365 Customer Insights – Data
- Export customer data to other platforms. Easily transfer your segment audiences and data insights to other marketing platforms including Facebook, Google Ads, LinkedIn and Snapchat.
- Ground Copilot using Customer Insights data. Interrogate Copilot and access rich insights like predicted lifetime value, propensity to buy, recent transactions, and interactions. By using Customer Insights as a knowledge source, you will also improve the accuracy of Copilot autonomous agents.
Dynamics 365 Customer Insights – Journeys
- Create new journeys using natural language. With Copilot, users can create marketing journeys simply by describing their goals in natural language. Copilot interprets the intent and automatically builds real-time journeys with suggested segments, touchpoints, and actions – making campaign creation faster and more accessible
- Simplify form completion with dynamic filtering. Field filtering dynamically filters values of subsequent field values based on a previously selected value from another field. For example, a list of cities can be filtered to only show those that are in the country that was selected in a previous question.
Power Platform Key Changes
Power Apps
- Refreshed header and navigation for model-driven apps. This provides a modern, intuitive, and efficient experience across the app shell, form page, and view page, reducing visual clutter, improving access to important actions, and presenting a consistent look and feel across devices.
Power Automate
- Create and edit expressions with Copilot. With this feature, you can create complex expressions or edit existing expressions by simply submitting natural language prompts to Copilot in the Power Automate flow editor.
Copilot Studio
- Automate computer use. Enables your Copilot agent to interact with any system that has a graphical user interface (GUI), such as websites or desktop applications. It performs actions like pressing buttons, selecting menu options, and typing into fields—just like a human user. You simply describe the task in natural language, and the agent executes it on a configured computer with a virtual mouse and keyboard.
- Enhanced Approvals. It will be possible to build complex approvals, including conditions and multiple stages. Logic can also be added to determine if an approval can be automatically approved, without any human involvement.
Microsoft Dataverse
- Copilot Column selection. Currently, when using a Dataverse table as a data source for Copilot, all columns are included, which can affect query performance. With this update, admins can restrict Copilot to only reference specified columns from a table, ensuring that only the relevant data is being referenced.
Role-Based Copilots
Microsoft 365 Copilot for Sales
- Sales Agent-enriched Leads. Helps sellers engage prospects faster by automatically researching leads across internal and external data sources, summarising key insights, and generating personalised outreach emails. This reduces manual effort, improves lead qualification, and boosts response rates.
- Autonomous pipeline growth. The Sales Agent acts as an autonomous AI sales development rep, continuously engaging unassigned leads through personalised, multi-step interactions—researching prospects, sending tailored emails, handling objections, and qualifying them for handoff to sales reps. It helps sales teams grow a more qualified pipeline without needing to expand headcount.
Microsoft 365 Copilot for Service
- ServiceNow integration. With this new integration option, admins can bring data from ServiceNow into Copilot for Service. Users will be able to see integrated data from multiple CRM sources in Outlook and Teams, so they can access the latest case information for customers.
Summary
The 2025 Wave 2 release continues to show Microsoft’s heavy emphasis on Copilot AI technology to further improve their existing core products. We look forward to seeing and testing the new functionality when the preview and general releases are launched and will report on them further as required. As a reminder, here are the upcoming Wave 2 dates to be aware of:
- August 4th, 2025 – Early Access available
- October 1st, 2025 – General availability
Existing Strategy 365 customers who would like to discuss any of the above changes or need assistance with enabling the Wave 2 preview, please get in touch.
