Next, in my this current blog series, I am discussing the updates we can expect to see for Sales, Customer Insights Journeys, Customer Service, and Field Service. In today's post, I discuss the new features and functionality that we can expect to see in Release Wave 1 of 2025 for Dynamics 365 Customer Service.
New features coming to Dynamics 365 for Customer Service focus primarily on using more generative AI to deliver fast and personalised support across channels. Enhancements made to existing features such as advanced routing, case management, copilot, and Teams integration improve the agent experience. This release wave also introduces the concept of agentic capabilities. With features making use of Copilot for both customer service representatives and team leads.
The Dynamics 365 Release Wave 1 for 2025 outlines all the new features that will be released between October 2024 through March 2025. You can either browse the release plan online or download the document as a PDF file. The PDF file also includes information about Power Apps, Power Automate, Power BI, Power Pages, Power Virtual Agents, Microsoft Dataverse, Microsoft Power Platform governance and administration, and data integration.
The Microsoft Power Platform features coming in the 2025 release wave 1 have been summarised in a separate release plan as well as a downloadable PDF
Automate case lifecycle tasks with Case Management Agent
This new feature provides some key functionality for the "case creation" stage in the customer service process. For example, when a customer service representative accepts a live chat, the Case Management Agent takes over by automatically creating a case and filling in all the necessary details. As the conversation moves on the physical can easily update the case fields, and once the chat is over, the agent will take over again to close off the conversation and update the case
Similar process exists for other channels, such as incoming emails. The agent converts the emails into cases using automatic case creation rules, which we can define as admininstrators. These rules pull in relevant data from the email and tracks it against the case, making sure the case stays up-to-date with any additional messages the customer sends.
In both of the above case, the agent also offers a one-click collaboration feature, automatically identifying the right experts for complex cases. It then sends out prompts to service representatives to collaborate with these experts via Teams chat.
These agents are all aimed at reducing the administrative burden on service reps, allowing them to focus more on the case and less on manual tasks. The agent will also tracks ongoing cases and sends follow-up emails based on SLA's defined by the administrators. If a customer responds, it either resolves the case or notifies the representative, ensuring timely closure or escalation.
Check out the link below to see a Case Management Agent in action
Update Kb articles using Customer Knowledge Management Agent
Another agent scenario, but this time in the Kb Article process. Currently Kb Articles require the user to resolve case and then instinctly know that a Kb Article could be produced and useful for other members of the team.
The Customer Knowledge Management Agent essentially looks to replace this manual Kb Article creation process. It will take the details from a closed/resolved case along with all case-related notes, conversations, and emails to draft a knowledge article that fills knowledge gaps and helps other team members with similar cases
The agent compares the content of the case against your Dynamics 365 knowledge base to determine if a new article is needed, while also ensuring that content isn't duplicated. If desired itt can automatically publish the article and make the article accessible to support representatives, Copilot, and even self-service portals depending on your configuration.
A slight enhanced Kb Article dashboard/visual is also released as part of this update to allow users to see how automatically published Kb Articles are being used
Use Copilot Studio agents for customer surveys
A challenge of getting customer feedback is that the feedback can often take a long time to be submitted, if ever. Clients will explore different tools to capture customer feedback across different channels within Dynamics 365 Customer Service processes, but in this new era of AI, Copilot Studio is giving admins a more joined up way of gaining feedback. These are essentially automated and personalised feedback loops to help built directly into the customer service experienc.
The key capabilities of these new Survey Agents include making use of Copilot Studio agents to gather customer feedback and configure actions depending on feedback. We can also centralise the process of configuring surveys across email, messaging, voice, and custom channels, as well as make use of predefined templates to create surveys easily.
Hope you all enjoyed this post on the release wave 1 updates for 2025 in Dynamics 365 Customer Service. I will continue this series with some additional content specifically related to Dynamics 365 Field Service. Take Care, Speak Soon!
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