As Copilot in Dynamics 365 Customer Service continues to improve, it offers a better alternative for case and knowledge suggestions than Smart Assist. Therefore, starting June 2, 2025, we will no longer support case and knowledge suggestions via Smart Assist in Dynamics 365 Customer Service. We strongly encourage customer service organizations to turn on Copilot capabilities to replace Smart Assist.

Copilot capabilities in Dynamics 365 Customer Service and Dynamics 365 Contact Center help customer service representatives provide quick, efficient customer service. Service reps can use Copilot to find similar cases and knowledge articles to resolve cases.

Key dates

• Disclosure date: January 21, 2025
  We sent communications to affected customers that we are deprecating Smart Assist in Dynamics 365 Customer Service.
• Deprecation date: February 10, 2025
  Microsoft no longer invests in Smart Assist capabilities, and it is hidden from new environments.
• End of support: June 2, 2025
  Microsoft no longer provides product support for Smart Assist.
• End of life: December 31, 2025
  Microsoft removes Smart Assist from all Customer Service environments.

Next steps

We recommend customer service organizations that are using Smart Assist capabilities turn on Copilot to enhance customer service rep productivity. We are continuously updating and enhancing Copilot to provide the best customer support.

Starting June 2, 2025, we will no longer provide support for Smart Assist. We will continue to support the Dynamics 365 Customer Service and Dynamics 365 Contact Center applications, and there will be no change to product availability. 

To help with this transition and prevent potential interruption of service, we recommend using the following options:

Please contact your Success Manager, FastTrack representative, or Microsoft Support if you have any additional questions.

The post End of support for Smart Assist case and knowledge suggestions appeared first on Microsoft Dynamics 365 Blog.

We’ve published the 2025 release wave 1 plans for Microsoft Dynamics 365, Microsoft Power Platform, and Role-based Copilot offerings. These plans are a compilation of the new capabilities planned to be released between April 2025 and September 2025. With advancements in agents, automation, intelligence, and seamless integrations, this release is designed to address the evolving needs of modern enterprises while driving efficiency and innovation across industries.

Key areas of focus include expanding AI capabilities and agents to automate routine tasks, provide actionable insights, and improve decision-making at every level. This wave introduces enhancements to user experiences, enabling more intuitive workflows, smarter resource management, and greater collaboration. Businesses can benefit from intelligent tools that optimize operations, improve customer engagement, and support strategic growth initiatives.

In addition to productivity and efficiency, this release prioritizes security, governance, and extensibility, helping to ensure businesses can scale confidently while maintaining compliance and control. With these advancements, organizations can take advantage of the full power of AI and agents to transform their operations and deliver exceptional value to their customers. Watch a summary of the release highlights for 2025 release wave 1.

Dynamics 365 release wave 1

Check out the 2025 release wave 1 Dynamics 365 features.

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Highlights from Dynamics 365

Microsoft Dynamics 365 Sales brings the power of AI to help sellers meet their targets while boosting seller productivity. Copilot and agents enhance performance and simplify tasks, to help grow your pipeline, sharpen strategies, and accelerate deals. A reimagined user experience ensures sellers never miss the best move. Automated research, ongoing follow-ups, and prioritized tasks provide continuous guidance, allowing you to focus on the right actions to drive success and grow your business. Watch this video to discover the new and enhanced features included in this release wave.

Microsoft Dynamics 365 Customer Service will enable agentic capabilities for case and knowledge management, as well as AI-driven routing, while extending Copilot capabilities for customer service representative and supervisor experiences, with a focus on productivity improvements. Watch this video to discover how the latest enhancements to Customer Service can benefit your business.

Microsoft Dynamics 365 Contact Center will transform service experiences with new features to deliver effortless self-service, accelerate assisted service, and drive efficiency. The 2025 release wave 1 introduces Copilot and agent capabilities to automate intent determination for evergreen self-service and autonomous knowledge management.  Additional key features include multi-modal support in customer intent agent, enhanced unified routing features, and new workforce and quality management capabilities.

Microsoft Dynamics 365 Field Service introduces Copilot-first experiences that enhance service operations and deliver exceptional customer experiences in 2025 release wave 1. Key features include automated inspection generation from templates, actionable insights for schedulers, quick access to vital information for frontline workers and managers, plus seamless integrations with Microsoft Teams and Outlook.

Microsoft Dynamics 365 Finance capabilities are designed with a copilot-first experience, delivering enhanced automation and agentic capabilities. This release focuses on simplifying complex tax management and regulatory compliance, automating account reconciliations with agents, improving bank reconciliation processes, and adding intelligence to planning, along with extensibility and data refresh updates for business performance analytics. Discover how the latest enhancements to Finance can benefit your business in this video.

Microsoft Dynamics 365 Supply Chain Management advances autonomy by integrating intelligence, automation, and analytics to improve productivity and organizational adaptability. This update enhances operational efficiency by automating supplier communications, improving demand planning accuracy with cell-level explainability and generative insights, and taking advantage of AI in manufacturing to align production data with actual processes.

Microsoft Dynamics 365 Project Operations is focused on enhancing usability, performance, and scalability in key areas such as project planning, contract management, invoicing, time and expense entry, and core transaction processing. The spotlight is on AI-assisted core functionality improvements in what-if analysis, proposal generation, time and expense and approvals. This release will introduce a mobile app for time management and deliver scale improvements to support larger projects and handle higher invoice volumes.

Finance and operations cross-app capabilities will continue enabling AI and autonomous enterprise resource planning (ERP) with capabilities that support ERP application suite in Dynamics 365, including Dynamics 365 Finance, Supply Chain Management, Commerce, Human Resources, and Project Operations. We’re infusing agent experiences across applications, including chat, embedded AI, and intelligent process automation, and enabling extensibility for agent scenarios along with enterprise-grade security and compliance at scale.

Microsoft Dynamics 365 Human Resources enhances intelligence, automation, and analytics across the hire-to-separate process to boost productivity and enable business agility. We’re advancing recruiting with AI-driven assessments and integrations with external job boards, including LinkedIn. Additionally, we’re improving benefits and people management experiences for employees and HR business partners through AI-first solutions and automation. View this video to learn more about the features releasing in this wave.

Microsoft Dynamics 365 Commerce advances in-store experience by providing a mobile-first point-of-sale that reduces store hardware footprint and boosts sales conversion. The improvements to the payment connector allow modern payments methods, further reducing hardware requirements and offering more purchasing options for customers. Additionally, omni-channel unified pricing enables retailers to establish more intricate pricing structures, helping them remain competitive.

Microsoft Dynamics 365 Business Central introduces intelligent AI agents to enhance efficiency and automation for small or medium sized businesses (SMBs). These agents seamlessly integrate to execute complex tasks, generate reports, automate processes, and optimize order creation using natural language processing. This release focuses on manufacturing, sustainability, and electronic document capabilities, along with enhanced Shopify and Microsoft Dynamics 365 Field Service integrations.

Microsoft Dynamics 365 Customer Insights – Data powers Copilot and agents with the latest customer insights, enabling your teams to take advantage of this data directly within their daily workflow. Enriched with the latest marketing behavioral interactions and streamlined data ingestion, your business can access up-to-date customer profiles without delays to build each experience upon the last.

Microsoft Dynamics 365 Customer Insights – Journeys brings the power of AI to engage your customers on new channels so you can create new scenarios and business opportunities. Thanks to advanced journey capabilities, you can optimize interactions with your customers, helping to ensure that each touchpoint is meaningful and impactful. The new forms and event management features not only streamline the lead generation process but also help ensure that high-quality leads are captured and nurtured effectively.

Microsoft Power Platform

Check out the 2025 release wave 1 Microsoft Power Platform features.

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Highlights from Microsoft Power Platform

Microsoft Power Apps changes how software solutions are built with the plan designer where makers can provide a business problem, and a set of agents helps them build a Microsoft Power Platform software. Apps created using Power Apps are intelligent, powered by a set of extensible agents that support most common tasks like exploring, entering, and summarizing data. Makers can automate common tasks by creating agents from existing apps and deploying them to take care of work autonomously. With integrated ability for users to understand and monitor agent actions, and easy ability to resolve issues when agents hit roadblocks, Power Apps is accelerating the shift to intelligent AI-driven solutions at scale. Watch this video to discover the exciting features launching in this release wave.

Microsoft Power Pages enables businesses to build secure, data-driven portals effortlessly. Recent updates include AI-driven features like Web Agents for multi-platform engagement (email, Teams, WhatsApp), AI-assisted form filling for improved productivity, dynamic list visualizations for better insights, and enhanced governance policies to strengthen security and streamline site deployments.

Microsoft Power Automate is transforming how enterprises automate complex business processes through new human-in-the-loop experiences, including advanced approvals and AI native capabilities, such as generative actions and intelligent document processing. A comprehensive suite of governance, observability, and security controls coming to the automation center and Microsoft Power Platform admin center help to manage complex automations at scale. Watch this video to learn about the new features releasing in Power Automate in this wave.

Microsoft Copilot Studio brings new autonomous agent capabilities; extension of Microsoft 365 Copilot with Custom Agents; new capabilities for the Copilot Studio embedded builder in Microsoft Copilot including support for actions, new enterprise knowledge sources, and the ability to upgrade a declarative agent to Copilot Studio custom agent to access additional capabilities and new conversational channels for custom agents including WhatsApp and SharePoint. Watch this video to discover how the latest enhancements to Microsoft Copilot Studio can benefit your business.

AI Builder in Copilot Studio brings the power of advanced automation to routine processes like email handling, document processing, and image management, helping businesses run smarter and more efficiently. AI Builder has multi-modal content processing capability, which allows businesses to handle various data types—including text, document, and images—within a single natural language instruction. Enhanced Prompt builder tools empower makers to customize AI actions with diverse inputs, expanded data sources from Microsoft Dataverse, and support for generating multiple content types, including documents.

Dataverse is continuing to extend maker experiences by enriching app and agent building capabilities across the platform. Dataverse can seamlessly connect all your data together with an ever-expanding set of external data sources. And with your data together, Dataverse can convert your enterprise data into knowledge, which you can use to customize and extend agents that are built in Microsoft Copilot Studio and the agent builder experience in Microsoft 365 Copilot. These investments are aimed at grounding AI-driven experiences with enterprise knowledge across Microsoft Power Platform.

Microsoft Power Platform Administration and Governance continues to provide enhanced tools and insights for admins to get the most from Microsoft Power Platform. In this wave. We’re focusing on security, easing adoption and governance of Copilot and agents, and helping enterprises boost the adoption of Microsoft Power Platform at enterprise scale with a modernized admin center experience and a new admin connector for automating admin tasks.

Highlights from Role-based Copilot offerings

Role-based Copilot offering release wave

Check out the 2025 release wave 1 Role-based Copilot offering features.

Learn more

Microsoft 365 Copilot for Sales continues to drive innovation with advanced generative AI capabilities designed specifically for sales-focused roles. In this release, we’re enhancing our assistive features by surfacing further CRM platform insights and recommendations to the sales team across the Microsoft 365 product suite. We’re also streamlining SalesChat™ experiences and driving new agent workflows to put organizations in control of automation experiences and notifications.

Microsoft 365 Copilot for Service continues to deliver and enhance cutting-edge generative AI capabilities for agents within their flow of work. In this release, we’ll be introducing connectivity with any CRM system and inline email summary and drafting.

Microsoft 365 Copilot for Finance enhances efficiency for finance professionals by providing insights that aid strategic decision-making and reduce manual tasks. The 2025 release wave 1 focuses on intelligent automation of variance analysis in Excel, access to external data sources, extending functionalities through Copilot Studio, supporting collections calls in Teams, and taking advantage of generative AI to summarize macroeconomic conditions. Visit the release planner to learn more about upcoming features.

Early access period

Starting February 3, 2025, customers and partners can validate the latest features in a non-production environment. These updates include user experience enhancements that will be automatically enabled in production environments by April 2025. Take advantage of the early access period to test these updates and effectively plan for your customer rollout. Explore the 2025 release wave 1 early access features for Dynamics 365 and Microsoft Power Platform or visit the early access FAQ page for more information.

For a complete list of new capabilities, please refer to the Dynamics 365 2025 release wave 1 plan, the Microsoft Power Platform 2025 release wave 1 plan, and the Role-based Copilot offerings 2025 release wave 1. We also encourage you to share your feedback in the community forums for Dynamics 365 and Microsoft Power Platform.

The post 2025 release wave 1 plans for Microsoft Dynamics 365, Microsoft Power Platform, and Role-based Copilot offerings appeared first on Microsoft Dynamics 365 Blog.

On April 1, 2026, we will be deprecating the Microsoft Dynamics 365 Unified Service Desk (USD) with CRM Online application with an end of support date of June 30, 2028. We are encouraging customers to use this extended deprecation period to transition to the Customer Service workspace application.  

Customer Service workspace is our flagship application for modern customer service experiences. We are continuously updating the application with more AI and innovation through features like multi-session, channels, autonomous agents, and Copilot, which are unavailable to customers in the Unified Service Desk application.

This upcoming change will affect USD customers currently using the application with the cloud-based CRM feature.  

Key dates 

• Deprecation: April 1, 2026 
  After this date, we are no longer going to invest in the USD with CRM Online application. All versions before the latest update will no longer be able to access Dataverse as they will lack critical security features.

• End of Service: April 30, 2027 
  After this date, the USD with CRM Online application will no longer receive quality or security updates.  

• End of Support: June 30, 2028 
  After this date, we are no longer going to support the USD with CRM Online application, and it will be taken out of service.

Next steps

There will be no change to Unified Service Desk with CRM Online availability until the end of support on June 30, 2028.  

Our strong recommendation is to begin migrating to the Customer Service workspace application.   

It is critical to note that due to security upgrades, customers who are unable to migrate to CSw by April 2026 must update to the latest version of USD. We strongly encourage customers who update to the latest USD version to move to CSw by its end of service date in April 2027, and June 2028 at the latest when the application will reach end of life.  

Try Customer Service workspace

Try Dynamics 365 Customer Service for free or take a guided tour.

Prepare your organization to Migrate to Customer Service workspace.

Learn more about Copilot in Dynamics 365 Customer Service.

The post Transition from Unified Service Desk to Customer Service workspace appeared first on Microsoft Dynamics 365 Blog.

This week, thousands of professionals will gather at the National Retail Federation (NRF) 2025: Retail’s Big Show, for insights into the changing retail landscape. Top of mind for many attendees is how AI will impact the retail industry. What retail-specific AI innovation is on the horizon, and can those solutions solve the myriad of challenges retailers face, from improving customer experiences to meeting customer demand on time? 

To help answer these questions, Microsoft leaders and industry partners will be on hand to showcase the very latest AI innovation for retailers—including how agents can open doors to unprecedented customer experiences, help meet customer demand on time, and drive ethical sourcing and sustainability.   

Microsoft Dynamics 365

Learn more about the Dynamics 365 AI-powered ERP solutions.

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AI and agents will transform retail in 2025 

In 2025, the retail industry will be shaped by three transformative trends that will set the pace of growth and success in the evolving retail landscape:  

• delivering hyper-personalized customer experiences across physical and digital channels.

• redefining convenience through innovative fulfillment and flexible shopping options.

• embedding sustainability and ethical sourcing at the heart of business strategies.

At the Microsoft expo booth and our featured session, NRF attendees will learn how organizations can achieve these priorities by infusing AI across every business process and workflow—within both customer-facing and backend operations. 

By integrating AI solutions like Microsoft Copilot and agents within ERP systems—the traditional foundation for managing critical business processes—retailers can scale the delivery of personalized customer experiences and flexible shopping options. 

In addition, Microsoft will demonstrate at NRF how agents in Dynamics 365 ERP system solutions autonomously manage workflows and orchestrate processes across various domains, including customer journey, procurement, service and operations. These agents make data-driven decisions, optimize operations in real-time, and enhance productivity by automating routine tasks. This allows employees to concentrate on strategic priorities, thereby improving efficiency, cost savings, and relationships with customers and suppliers.  

Delivering better customer experience

Dynamics 365 delivers AI capabilities that enable retailers to hyper-personalize customer experiences across physical and digital channels.  

Transforming the shopper’s journey

With Dynamics 365, retailers can analyze vast amounts of customer data to better understand customer preferences and behaviors. This will enable them to deliver personalized shopping experience. Based on a 2025 CIO and Technology Executive survey by Gartner®, there will be an increase of retail respondents by 67% in 2025 to invest in in-store generative AI technology for associates and an increase of 60% to invest in in-store generative AI technology for customers.¹ 

Retailers like Venchi are piloting the Personalized Shopping Agent in Dynamics 365 to enable their in-store associates to quickly surface product recommendations based on the customer’s preferences at checkout. With instant, tailored suggestions, it could not only enhance the overall shopping experience but also increase the basket value while improving brand loyalty. 

Seamless omnichannel experience

Today’s customers expect a seamless shopping experience across all channels. Dynamics 365 AI-powered ERP systems integrate inventory and customer data from physical stores, online platforms, and mobile apps into a unified system. This integration ensures that customers receive consistent service and accurate information, regardless of how they choose to shop.

Lighting retailer Visual Comfort & Co. created a unified platform across 53 showrooms, a robust online store, manufacturing, and shipping with Dynamics 365 ERP system solutions; helping them to streamline operations and improve visibility across the complex supply chain. With real-time inventory visibility, their showroom associates can promise order availability and delivery accurately.

Turning fulfilment into a competitive advantage

With agents and Dynamics 365, retailers can redefine convenience through innovative fulfillment and flexible shopping options.  

Proactively mitigate supply chain disruptions

It is paramount for retailers to prevent stock out and ensure on-time delivery to their customers to improve retention and loyalty. With frequent supply chain disruptions globally, retailers need to constantly stay in touch with their suppliers or contract manufacturers to proactively identify delays. The Supplier Communications Agent in Dynamics 365 autonomously processes supplier confirmations, flags potential delays, and suggests corrective actions to help ensure that customer orders are delivered on time.  

With the agent automating these critical tasks, supply chain teams can focus on improving supplier relationships and contract negotiations resulting in reduced costs and more efficient procurement processes. 

Flexible and fast fulfilment

Retailers like Build-A-Bear use Dynamics 365 to optimize fulfillment and offer a seamless shopping experience. They use stores as mini warehouses to fulfil orders faster, and with enhanced inventory visibility they can help ensure that their products are available when and where customers need them. They are able to offer flexible shopping options like Buy Online, Pick Up In Store (BOPIS) and Buy Online, Ship From Store (BOSFS) to their customers for more convenience. Additionally, the implementation of Dynamics 365 has led to a 28% reduction in processing days, significantly boosting warehouse productivity and enabling faster order fulfillment. These innovations allow Build-A-Bear to meet the evolving needs of today’s consumers, providing a more efficient, reliable, and flexible shopping experience. 

Ethical sourcing and sustainability 

In 2025, retailers are increasingly committed to embedding sustainability and ethical sourcing at the heart of business strategies. Sustainability features in Dynamics 365 solutions can help retailers comply with the latest standards and best practices, as well as drive positive changes for the business and the environment.

Enable recommerce and drive sustainable practices

AI-powered Dynamics 365 ERP systems help retailers to monitor and implement sustainable practices such as circularity. This enables them to run take-back programs for reselling, reusing, or recycling products to extend their lifecycle and reduce waste. Additionally, the order orchestration engine in Dynamics 365 helps retailers like ONLY, one of BESTSELLER’s largest fashion brands, to support sustainability goals by choosing fulfillment options that minimize carbon emissions while also helping to ensure orders are delivered on time and profitably. Along with the ability to buy online and return in-store, ONLY customers have the most environmentally friendly shipping options available.  

Ethical supplier management

AI capabilities in Dynamics 365 ERP systems can help enhance ethical sourcing by managing vendor compliance, enforcing procurement policies, and supporting multisource strategies. One of our partners, Columbus, implemented Dynamics 365 ERP solutions at their customer Devold of Norway to help them deliver premium quality woolen products to their consumers. They now have a modernized cloud platform and are looking for ways to further improve traceability of their products so that their consumers know where the products come from. These solutions offer transparency and traceability for product origins and provides sustainability reporting to monitor and improve practices—ensuring your procurement aligns with ethical standards. 

Future-proof your retail operations in 2025 

AI-powered solutions for ERP and service systems are more than a technological upgrade. They are a strategic imperative for retailers aiming to deliver exceptional customer experiences, build lasting brand loyalty, and achieve sustainable profitability. In today’s business landscape, you need autonomous systems that can anticipate market changes, customer needs, or operational risks. The risk of clinging to legacy systems extends beyond inefficiency. It leads to missed opportunities, slower time-to-market, and the inability to remain competitive. Companies using AI-first processes through AI-powered solutions for ERP systems gain the foresight and agility necessary to not just react to changes but to lead through them.  

Join us at NRF ‘25 

If you are registered for NRF, we invite you to visit the Microsoft booth (#4503) and join Kathleen Mitford, Microsoft’s Corporate Vice President, Global Industry Marketing, as well as leaders at Bath & Body Works, Venchi and Sitecore as they share their perspectives on transforming the shopper journey with AI. The session will take place on Monday, January 13, 2025 at 11AM EST.

Also, continue to visit the Dynamics 365 blog to learn more about how Dynamics 365 and Microsoft Power Platform are helping retailers reimagine the road ahead; and feel free to contact us to learn more about the Dynamics 365 AI-powered ERP system solutions. 

Source

¹Gartner, 2025 CIO Agenda: Top Priorities and Technology Plans for Retail, 16 September 2024 By Kelsie Marian, Sandeep Unni. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. 

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