Microsoft has just released the 2025 Wave 2 notes for Dynamics 365 business applications and the Power Platform, and I couldn’t wait to dive in. Over the past few days, I’ve been going through the details to get a solid understanding of what’s coming as part of this wave. You’ll notice that a sizable chunk of these features have been announced previously but are just reaching GA and/or some ofRead More
Posted in Customer Service Workspace, D365 Customer Service, Release Wave | Tags:2025 Release Wave 2, Automate case lifecycle tasks with Case Management Agent, Automatically restore sessions after a browser refresh, Connect AI agents using MCP Servers, Connect AI agents using Model Context Protocol servers, Enable customers to create multisession apps, Insert Copilot prompts in email templates, Optimize customer service with intent-based routing, Perform bulk actions on filtered conversations, Protect sensitive information in emails with data sensitivity labels, Tag email templates with line of business, Update knowledge base using Customer Knowledge Management Agent, Use Copilot-powered email template recommendations | Comments Off on What is coming in 2025 Wave 2: Dynamics 365 Customer Service
