Microsoft’s 2025 Wave 2 release introduces AI-driven transformations across Dynamics 365, Power Platform, and new role-based Copilot capabilities. Here’s a breakdown of the most impactful updates.
1. Dynamics 365 Sales: Copilot-Powered Deal Acceleration
Wave 2 sees the full realization of role-based AI agents in Sales. Copilot now delivers embedded sales intelligence—from summarizing meetings and emails to identifying deal risks and suggesting next steps.
Sales Agent, a new addition, automates prospecting tasks and consolidates CRM and communications across platforms like Outlook and Teams, giving reps real-time visibility without switching tools.
The Sales Agent and in-context Copilot enhancements represent a major productivity leap—especially for teams overwhelmed by admin overhead. The ability to surface deal risks or prep follow-ups based on Teams calls isn’t just “cool tech”—it’s a way to finally reduce CRM fatigue and spend more time actually selling.
2. Dynamics 365 Customer Service: A Smarter, Unified Agent Experience
Agents gain deeper assistance through enhanced case context, AI-guided workflows, and improved omnichannel capabilities. Wave 2 introduces intelligent routing, a Copilot email plug-in, and omnichannel dashboards that streamline support and reduce handle times.
With support for external CRM integrations (e.g. Salesforce, ServiceNow), Microsoft is enabling more flexible service delivery across ecosystems.
With better routing, omnichannel orchestration, and smarter Copilot prompts, this is the most complete vision of assisted service we’ve seen yet. For teams running hybrid tools like Salesforce + D365 or working across channels, this could be a real breakthrough in operational clarity.
3. D365 Customer Insights: Real-Time, AI-Curated Journeys
Customer Insights becomes more powerful with a unified real-time data platform and native Copilot functionality. Marketers can now use natural language prompts to design entire journeys, with AI optimizing customer segmentation, messaging, and timing.
Enhanced analytics and predictive capabilities empower teams to target customers with unmatched precision.
Using natural language to build journeys might sound fluffy, but paired with real-time segmentation and behavioural data, it becomes a legitimate way for marketers to launch campaigns in hours, not weeks. If execution lives up to the promise, this could shift how we approach lead nurture entirely.
4. Finance & ERP: Intelligent Operations Across the Board
Wave 2 brings AI-driven automation to financial operations. New ERP agents streamline month-end close, variance analysis, and reporting—directly within Excel. For supply chain and operations, updates include event-based demand planning, quality control enhancements, and smarter procurement workflows.
The integration of Model Context Protocol (MCP) further enables tailored AI agents and rule-based logic across Finance, SCM, and Project Operations.
Excel-based agents for reconciliations, collections, and variance reporting are a big win—because that’s where finance teams already live. The Model Context Protocol (MCP) sounds technical, but in practice, it could let orgs build AI agents that actually follow internal policy, not just generic logic.
5. Field Service: Smarter Scheduling & Mobile Productivity
Microsoft enhances technician coordination with AI-assisted scheduling, real-time location sharing, and enhanced mobile UX. New integrations with Microsoft 365 and Project Operations provide deeper task tracking and better vendor collaboration.
The integration of Model Context Protocol (MCP) further enables tailored AI agents and rule-based logic across Finance, SCM, and Project Operations.
Real-time location visibility and smart scheduling make a huge difference for industries like utilities or healthcare, where timing is critical. The mobile UX improvements feel overdue—but the deeper tie-in with Microsoft 365 means fewer silos for field and back-office teams.
6. Human Resources: End-to-End Agent Support
New Copilot capabilities improve the hire-to-retire process. AI assists with onboarding, recruitment planning, and policy management, while system-wide identity integrations with Viva and Entra improve employee lifecycle visibility.
Copilot for recruiting and onboarding is starting to look like a true assistant. Drafting job descriptions or interview prompts using past data isn’t just a time-saver—it brings consistency and compliance to an often manual process.
7. Business Central: Elevated Usability with AI Agents
SMBs using Business Central will see AI agents generating reports, analyzing data, and simplifying order creation. Updates include improvements in sustainability tracking, vendor management, and compliance via e-documents.
Copilot in BC continues to make the platform more accessible to non-technical users. Being able to ask natural language questions and generate reports or invoices based on that lowers the barrier for adoption and reduces the reliance on power users.
8. Power Platform & Copilot Studio: Agentic Innovation at Scale
Copilot Studio empowers users to build, test, and deploy custom AI agents using natural language, Microsoft Graph, and Azure AI Foundry. Meanwhile, Power Apps, Power Automate, and Power Pages gain features like AI data agents, visual process design, and human-in-the-loop approvals.
New governance centres improve visibility and control across the entire platform—enabling enterprise-scale orchestration.
This is where the long-term potential really lies. Letting fusion teams build agentic workflows that are governed, observable, and scalable is the kind of shift we’ve been waiting for. If you’ve ever struggled with automation sprawl, this wave is a signal that Microsoft is finally addressing it head-on.
Our Take
Microsoft’s 2025 Wave 2 release represents a major step forward in the AI-first business era.
Across every application, Microsoft is embedding automation and intelligence—eliminating repetitive tasks, improving responsiveness, and unlocking new levels of personalization and agility.
As we enter a new era of AI agents and role-based Copilots, organizations that adopt early will lead the way in productivity, innovation, and customer engagement.
Noteworthy Timelines
| Feature | Public Preview | General Availability |
| Copilot for Sales Agent | August 2025 | October 2025 |
| Copilot in Customer Insights Journeys | August 2025 | October 2025 |
| Finance AI Agents (Excel) | August 2025 | October 2025 |
| Copilot Studio Orchestration | August 2025 | October 2025 |
| Omnichannel Customer Service AI | August 2025 | October 2025 |
Several updates will be rolled out progressively through March 2026. You can explore the complete release notes via Microsoft’s official release planner.
Exigy is a Microsoft Gold Partner, comprised of industry experts that have been implementing digital transformation projects for over 20 years.
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