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Tag: Release wave 1

Dynamics 365 Release Wave 1 2026: Customer Service

Dynamics 365 Release Wave 1 2026: Customer Service

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Dynamics 365 Customer Service is moving toward a more autonomous, AI-first model. This release focuses on refining the «agentic» capabilities introduced in late 2025—Case Management, Customer Intent, Quality Evaluation, and Knowledge Management—while adding robust oversight tools for supervisors. The goal for this wave is to move AI from a «chat assistant» to an active orchestrator that can be validated, shadowed, and measured before it is given full autonomy. For the full release notes see Microsoft Learn Also you can see…

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Release wave 1 2025 – Contact Center

Release wave 1 2025 – Contact Center

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Next up of my summaries for the release wave 1 2025 is the summary for contact center. This is split into the following main sections Copilot and AI innovation, IVR capabilities, Omnichannel customer experiences, Service representative experiences, Supervisor experiences and Unified routing. A lot of different functionality to bring new powers to your customer service team! The full release planner can be found here:https://learn.microsoft.com/en-us/dynamics365/release-plan/2025wave1/service/dynamics365-contact-center But I will try to sum these up with their features as best as possible here:Where…

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Release wave 1 2025 – Customer Insights Journeys

Release wave 1 2025 – Customer Insights Journeys

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Finally the release wave 1 2025 was released on 23th of January. The three main branches of this release concerning Customer Insights – Journeys are as follows: Copilot and AI innovation, Moments that matter and Unify sales and marketing The full release planner can be found here: https://learn.microsoft.com/en-us/dynamics365/release-plan/2025wave1/customer-insights/dynamics365-customer-insights-journeys But I will try to sum these up with their features as best as possible here: Where a general availability (GA) have been set, i also include these here Copilot and AI…

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