Ready to transform your customer service? Microsoft 2025 release wave 1 for Dynamics 365 Customer Service offers a compelling suite of advanced AI enhancements, focused on boosting agent productivity and delivering exceptional customer experiences. Copilot’s AI-powered assistance streamlines workflows, automating tasks and providing agents with rapid access to critical information, leading to faster resolutions and improved customer satisfaction.
These updates empower agents with a customisable workspace and advanced tools, ensuring they can confidently handle any interaction, across any channel. Enhanced case management, knowledge management, and seamless Microsoft Teams integration further optimise contact centre operations. Prepare now to leverage these powerful new features and gain a competitive edge.
Streamline Customer Support with Copilot’s Smart Email Assistance
In Microsoft 2025 release wave 1 for Dynamics 365 Customer Service, Copilot’s intelligent email template recommendations revolutionise customer support by drastically reducing response times and eliminating administrative friction. Powered by AI, Copilot suggests relevant templates based on email content, search context, and thread intent, enabling support teams to accelerate case resolution and deliver more consistent, accurate communications without the need for manual template searches.
With easy access through the email editor, customer service representatives can quickly reply using the most appropriate template, enhancing productivity and ensuring high-quality service. By automating template selection, businesses can optimise workflows and focus on delivering exceptional customer experiences.
Revolutionise Customer Feedback with Copilot Studio Agents
Traditional customer feedback management can be slow and fragmented, often taking weeks to action. With Copilot Studio agents, businesses can transform this process by automating and personalising feedback loops, unlocking immense value. This feature centralises survey configuration across multiple channels—email, messaging, voice, and custom—while leveraging AI to streamline data collection and analysis.
Survey agents not only capture feedback but also configure contextual actions based on responses. Feedback is summarised into actionable insights, allowing supervisors to quickly review and act, improving decision-making and enabling businesses to respond to customer needs with greater speed and precision.
Enhance Email Responses with Sentiment Indicators
With the new sentiment indicator feature, agents can now gauge customer emotions directly from incoming emails, enabling them to tailor their responses and manage escalations more effectively. This functionality allows agents to view sentiment in both the inbox and email editor, ensuring more accurate and empathetic interactions.
For supervisors and administrators, average sentiment scores are available in the dashboard, providing valuable insights into customer interactions. This improves response quality, enhances customer satisfaction, and supports more informed decision-making across the contact centre.
Streamline Email Responses with Copilot Prompts
Thanks to Microsoft 2025 release wave 1 for Dynamics 365 Customer Service, you can now accelerate your email responses with Copilot prompts embedded in email templates. By automatically populating templates with relevant content, this feature reduces the workload for service representatives, ensuring consistent, accurate communication with customers.
Administrators can easily configure email prompts, allowing Copilot to autopopulate content when agents insert templates, which not only boosts productivity but also significantly reduces manual effort. This feature ensures a smoother, faster response process, empowering customer service teams to handle inquiries with increased efficiency.
Automate Case Lifecycle Tasks with Case Management Agent
The Case Management Agent transforms customer service operations by automating key tasks, significantly improving efficiency and reducing administrative burden. During live chats and incoming emails, the agent automatically creates and updates cases, ensuring real-time accuracy and eliminating manual entry. By auto-filling case details and tracking customer interactions, it accelerates case closure and reduces wrap-up time for service representatives.
Furthermore, the agent intelligently identifies experts, prompts collaboration through Teams chat, and provides concise case summaries, enhancing knowledge sharing and minimizing future collaboration needs. This seamless integration streamlines workflows, boosts service representative satisfaction, and optimises overall case management.
Optimise Service Representative Productivity with Session Limit Configuration
The session limit configuration enables administrators to set a maximum number of sessions that customer service representatives can handle simultaneously, ensuring optimal productivity. This feature allows businesses to align with their unique industry standards and workforce management philosophies by tailoring the number of sessions based on their best practices.
Administrators can configure session limits between three and nine, with nine being the default. This ensures a balanced workload for representatives, improving both efficiency and the quality of customer interactions within the Customer Service workspace.
Enhance Productivity with Personalised Case Views
Personalised case views empower service representatives to tailor their inbox to better suit their workflow, boosting efficiency and organisation. By creating custom case views, representatives can streamline their processes, focusing on the most relevant cases and improving response times.
Administrators can configure personal views on the case entity grid, allowing service representatives to seamlessly add these views to their inbox. With personalised organisation, this feature enhances both productivity and case management, enabling teams to work more effectively and deliver faster, more accurate customer service.
Simplify Workflow with Default Inbox View for Service Representatives
The Inbox view, enabled by default, offers a unified location for service representatives to access all their work items. This feature streamlines the workflow, allowing reps to manage tasks more efficiently without switching between different views.
With this experience automatically activated for out-of-the-box and newly created profiles, representatives can easily view and prioritise their cases, ensuring faster response times and improved productivity. By consolidating all work items into one accessible location, this feature optimises the service delivery process and enhances team performance.
Maximise Dynamics 365 Customer Service Benefits
Unlock the full potential of Microsoft 2025 Release Wave 1 for Dynamics 365 Customer Service with Dogma’s expertise. We can help you seamlessly integrate these powerful features to boost efficiency and customer satisfaction. Let’s optimise your operations today!
