We're thrilled to introduce the first release wave of 2025 for Microsoft Dynamics 365. This update is packed with new features and improvements designed to boost your business success. Continue reading to discover the most significant changes and updates for all your applications.
The sales qualification agent autonomously gathers information about each lead from CRM data and public web sources, recommending whether the lead should be qualified. It also pre-generates emails with highly personalized talking points to capture the prospect's interest. To ensure you never miss crucial steps in building a qualified pipeline, the agent highlights the most important actions you should take on your leads in a new UI that seamlessly follows you across lead and opportunity grids.
The prioritization agent in Microsoft Dynamics 365 Sales evaluates the strength of data and signals, considering criteria like authority and budget, to identify leads with the highest likelihood of closing.
The engagement agent then uses all the data gathered by the research agent to create personalized emails aimed at maximizing response rates.
The sales qualification agent handles follow-ups with leads, nudging them if there's no response, reminding them if they're out of the office, and facilitating meetings when positive intent is detected.
With the support of the sales qualification agent, sellers can automatically delegate the tasks of reading and classifying incoming emails based on their intent. The agent can analyze replies to automatically identify budget, need, timing, or other purchase criteria and separate out support queries to redirect to your support teams. This allows sellers to act swiftly on warm leads while ensuring the leads that are low on purchasing intent are automatically routed to the right marketing nurture or customer support channels.
Enhance your sales team's efficiency with a customized sales qualification agent that seamlessly integrates industry and company-specific insights to streamline workflows and improve lead qualification. While much of this information comes from CRM data, key insights can also be sourced from proprietary tools, public web resources, SharePoint files, or internal data estates. By customizing the agent to your specific data needs, your sellers gain quick access to the most relevant insights, allowing them to spend less time on research and more time engaging in high-value conversations that drive meaningful results.
Just describe in simple, everyday words what you want to create, and let generative AI build the journey for you.
In the event of unplanned or unforeseen circumstances, like natural disasters, you might need to pause certain campaigns to avoid appearing insensitive. Previously, this required stopping the journey and creating a segment to exclude those who had already received the communication.
As customer privacy regulations become more stringent, it's essential to contact customers at times that are most convenient for them and ensure compliance with local legal requirements.
Now, in Customer Insights - Journeys, you can set quiet times not only based on your journey's time zone but also align them with your customers' time zones and regions. This ensures they receive messages and calls only during suitable hours.
Gain even more control over your customers' experience by waiting for them to become a member of a segment before proceeding to the next steps in a journey. This capability complements existing if/then features, allowing you to wait for a customer to open an email, click a link, or trigger another action before moving forward.
Easily gather additional information about your customers by creating any kind of question directly in the form editor, without needing to create new custom attributes for your lead or contact entity.
Agents can now view the customer's sentiment for incoming emails, enhancing response quality and enabling effective management of escalations. Administrators and supervisors can view the average sentiment scores in the dashboard view under Email Analytics.
The Case Management Agent automates case details during live chats and from incoming emails, saving time for customer service representatives and reducing conversation wrap-up time. It also sends follow-up emails and resolves cases automatically. Additionally, it identifies experts and prompts customer service representatives to collaborate with them directly through Microsoft Teams chat.
Average handle time (AHT) and assisted support time are key metrics that contact centers use to track agent performance. These metrics are heavily utilized in business planning, forecasting, and staffing planning. The current AHT logic and calculations were designed for synchronous live chats and haven't been updated to support newer channels added recently. With this feature, the reliability of AHT metrics will be improved by using server signals.
The Customer Knowledge Management Agent harvests knowledge from cases in real time as service representatives close cases, transforming historical case data (including case-related conversations, emails, case notes, and other details) into ready-to-use knowledge articles. Actionable knowledge insights allow supervisors and content managers to monitor the agent as well as the health and usage of knowledge used by Microsoft Copilot.
With work order summaries generated by Copilot, service managers, dispatchers, and technicians can quickly get an overview and understanding of the key points of the work to be done. Organizations now have more control to include specific data in the summaries for their users, leading to more useful and actionable insights.
With the Microsoft Outlook add-in for Microsoft Dynamics 365 Field Service, service managers and frontline workers can get a summary of a work order without leaving Outlook to open the Field Service web or mobile app.
Service organizations often have numerous procedures, forms, and checklists stored in various formats like paper or PDF files. With Microsoft Copilot in Microsoft Dynamics 365 Field Service, makers can quickly digitize these documents and integrate them into Field Service work orders.
The Scheduling Operations Agent for Microsoft Dynamics 365 Field Service enables dispatchers to quickly and easily optimize schedules for technicians as conditions change throughout the workday. Dispatchers can ask Copilot to address issues such as traffic delays, double bookings, or last-minute cancellations that often result in conflicts, gaps, or idle time in a technician's schedule.
Microsoft Dynamics 365 Customer Engagement Senior Consultant
Connect with Fanny on LinkedIn
/business-company-concept-(1).webp?mode=autocrop&w=1000&h=750&attachmenthistoryguid=54929ce5-2a8b-48a9-946f-49498b638aa4&v=&c=bec104f927b8a2de9bbf4e81852fed55280d5383e9080c28a261843a88cf08c6)
/business-company-concept-(1).webp?mode=autocrop&w=1000&h=750&attachmenthistoryguid=ba649adb-8fa7-4d91-8cd5-1ee90d15bdda&v=&c=e7e667aa586f3a62c6b193c1f2b7461c3436519aaeff00083d07ef502649b662)
/Copilot-banner-3200x500-(1).webp?mode=autocrop&w=1000&h=750&attachmenthistoryguid=541888f4-0c28-4258-b2d2-2d204d069870&v=&focusX=2543&focusY=221&c=9e2c9d2325fdd3eeaa40cbb5fd964ae78e6817e87bac0a77d312fc66d9011c7e)
/2-AdobeStock_329249481-(1).webp?mode=autocrop&w=1000&h=750&attachmenthistoryguid=7ca4a9d8-ac6e-4bd5-9a2e-4f856af4d9bf&v=&focusX=1917&focusY=1204&c=f9abf8199aecce6bc218ce3f130bf6354fac19c24e3b0f2b43cbcee287f19d7e)
/Microsoft_Fabric-banner-3200x500-(1).webp?mode=autocrop&w=1000&h=750&attachmenthistoryguid=75697e80-9952-4f75-b2f3-31219c039cc6&v=&focusX=2522&focusY=195&c=61fe7e793821000d28ebbd8ca611da7b8cdc9d6162c603a76cf90f0e7b83f096)
/1-AdobeStock_618138347_-(2).webp?mode=autocrop&w=1000&h=750&attachmenthistoryguid=734a1f1c-1515-4fea-b60d-cd255f80901f&v=&focusX=2650&focusY=1730&c=657990e3c73492f901bc7c195dbe1582f60e0831345c82eef0ffcad31c0c45ad)