2025 Microsoft Release Wave 1: Dynamics 365 Customer Engagement

Are you ready for the new features in Microsoft Dynamics 365 Customer Engagement? From Copilot for email templates to a purchase intent analysis, check them all out in this article.

Dynamics 365 Customer Insights - Journeys: event pages & journey participation (marketing)

We will start with two updates in the area of Customer Insights - Journeys. Firstly, there is a new feature that allows you to create event pages in your own style using Power Pages. Customers can find event details, consult information about speakers, and of course, register on this page. With an existing template as a base and numerous customization options, event management becomes much simpler.

Additionally, it is now possible for individuals to participate again in one-time, dynamic segment journeys. Just by ticking the checkbox, you can indicate that customers (when they meet the set conditions) go through the journey again. This is useful, for instance, in the case of an email confirmation or an invoice email.

Dynamics 365 Customer Service: Copilot for email templates

Faster response times, less manual work, and more consistency in communication with customers? That’s what we all want. Copilot now contributes to this by recommending the use of certain email templates. Copilot makes these suggestions based on the content and context of the customer's email. As an agent, you can view, select, or adjust this suggestion in the email editor.

Dynamics 365 Sales: purchase intent analysis, sales qualification agent & automatic follow-up emails

For Dynamics 365 Sales, there are two updates that we would like to highlight. It is now possible to perform a purchase intent analysis. This functionality automates the process of classifying customer responses (such as interested / not interested) and also forwards support questions to the right teams. This not only allows Sales to focus on high-quality leads, but also enables customer service to work more efficiently.

Another interesting update focuses on filling the pipeline with qualified leads using an agent. The agent gathers information from CRM and public sources, generates a qualification recommendation, and creates personalized emails to approach prospects. There is also an interface that helps you filter the best leads from the system. This brings a nice time-saving advantage, as you can partially automate research, qualification, and communication. It ultimately increases productivity and the chance of closing deals.

Finally, there is a new development that helps with increasing lead interaction with your automatic follow-up emails. The timing and content of the emails are adjusted based on the contacts' responses. This ensures a higher level of engagement and also helps to guide prospects through the sales process more effectively.

Want to know more about Release Wave 1 for Customer Engagement?

Contact our experts to learn more about the possibilities these updates offer for your business.