{"id":22837,"date":"2026-08-25T17:04:20","date_gmt":"2026-08-25T15:04:20","guid":{"rendered":"https:\/\/inkubitstaging.wpenginepowered.com\/blog\/2026\/08\/25\/top-6-new-features-in-microsoft-dynamics-365-customer-service-release-wave-2-2025-2\/"},"modified":"2026-08-25T17:04:20","modified_gmt":"2026-08-25T15:04:20","slug":"top-6-new-features-in-microsoft-dynamics-365-customer-service-release-wave-2-2025-2","status":"publish","type":"post","link":"https:\/\/www.inkubit.com\/en\/blog\/2026\/08\/25\/top-6-new-features-in-microsoft-dynamics-365-customer-service-release-wave-2-2025-2\/","title":{"rendered":"Top 6 New Features in Microsoft Dynamics 365 Customer Service \u2013 Release Wave 2 \/ 2025"},"content":{"rendered":"<p data-start=\"383\" data-end=\"651\">Customer service teams often work with many tools at once, but rarely really efficiently. Intelligent routing rules, Copilot support, and optimized workspaces have long been available, but are often not used because getting started seems too complex. <\/p>\n<p data-start=\"653\" data-end=\"908\">The new Dynamics 365 Customer Service <a href=\"https:\/\/learn.microsoft.com\/de-de\/dynamics365\/release-plan\/2025wave2\/\">Release Wave<\/a> shows that Microsoft is not only delivering new features, but is also addressing very specific challenges in everyday support \u2013 from AI-supported call routing to intelligent shift planning.<\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_85 counter-hierarchy ez-toc-counter ez-toc-custom ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<div class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/div>\n<span class=\"ez-toc-title-toggle\"><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.inkubit.com\/en\/blog\/2026\/08\/25\/top-6-new-features-in-microsoft-dynamics-365-customer-service-release-wave-2-2025-2\/#Why_you_should_deal_with_the_new_features_now\" >Why you should deal with the new features now<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.inkubit.com\/en\/blog\/2026\/08\/25\/top-6-new-features-in-microsoft-dynamics-365-customer-service-release-wave-2-2025-2\/#Release_timeline_at_a_glance\" >Release timeline at a glance<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.inkubit.com\/en\/blog\/2026\/08\/25\/top-6-new-features-in-microsoft-dynamics-365-customer-service-release-wave-2-2025-2\/#Top_7_Features_in_Dynamics_365_Customer_Service_Wave_2_2025\" >Top 7 Features in Dynamics 365 Customer Service (Wave 2 2025)<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.inkubit.com\/en\/blog\/2026\/08\/25\/top-6-new-features-in-microsoft-dynamics-365-customer-service-release-wave-2-2025-2\/#Copilot_detects_call_content_and_automatically_summarizes_calls\" >Copilot detects call content and automatically summarizes calls<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/www.inkubit.com\/en\/blog\/2026\/08\/25\/top-6-new-features-in-microsoft-dynamics-365-customer-service-release-wave-2-2025-2\/#Next_best_action_Copilot_suggests_suitable_macros\" >Next best action: Copilot suggests suitable macros<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/www.inkubit.com\/en\/blog\/2026\/08\/25\/top-6-new-features-in-microsoft-dynamics-365-customer-service-release-wave-2-2025-2\/#Intelligent_routing_in_Microsoft_Teams_Voice\" >Intelligent routing in Microsoft Teams Voice<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/www.inkubit.com\/en\/blog\/2026\/08\/25\/top-6-new-features-in-microsoft-dynamics-365-customer-service-release-wave-2-2025-2\/#AI-based_routing_with_SLA_control\" >AI-based routing with SLA control<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/www.inkubit.com\/en\/blog\/2026\/08\/25\/top-6-new-features-in-microsoft-dynamics-365-customer-service-release-wave-2-2025-2\/#Shift_planning_with_AI_%E2%80%93_based_on_volume_and_skills\" >Shift planning with AI \u2013 based on volume and skills<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/www.inkubit.com\/en\/blog\/2026\/08\/25\/top-6-new-features-in-microsoft-dynamics-365-customer-service-release-wave-2-2025-2\/#Improved_multi-session_view_for_agents\" >Improved multi-session view for agents<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/www.inkubit.com\/en\/blog\/2026\/08\/25\/top-6-new-features-in-microsoft-dynamics-365-customer-service-release-wave-2-2025-2\/#When_will_you_use_your_new_advantage\" >When will you use your new advantage?<\/a><\/li><\/ul><\/nav><\/div>\n<h2 data-start=\"309\" data-end=\"383\"><span class=\"ez-toc-section\" id=\"Why_you_should_deal_with_the_new_features_now\"><\/span><strong data-start=\"313\" data-end=\"383\">Why you should deal with the new features now<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Especially if you are already using <a href=\"https:\/\/www.inkubit.com\/en\/microsoft-dynamics-365-customer-service\/\">Dynamics 365 Customer Service<\/a> , it is now worthwhile to check specifically: Which of these innovations fit your setup? And which ones can be activated immediately \u2013 without long project planning? <\/p>\n<h2 data-start=\"1132\" data-end=\"1172\"><span class=\"ez-toc-section\" id=\"Release_timeline_at_a_glance\"><\/span><strong data-start=\"1136\" data-end=\"1172\">Release timeline at a glance<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<div class=\"_tableContainer_1rjym_1\">\n<div class=\"group _tableWrapper_1rjym_13 flex w-fit flex-col-reverse\" tabindex=\"-1\">\n<table class=\"w-fit min-w-(--thread-content-width)\" data-start=\"1174\" data-end=\"1459\">\n<thead data-start=\"1174\" data-end=\"1231\">\n<tr data-start=\"1174\" data-end=\"1231\">\n<th data-start=\"1174\" data-end=\"1211\" data-col-size=\"sm\"><\/th>\n<p> Milestone<\/p>\n<th data-start=\"1211\" data-end=\"1231\" data-col-size=\"sm\">Date<\/th>\n<\/tr>\n<\/thead>\n<tbody data-start=\"1289\" data-end=\"1459\">\n<tr data-start=\"1289\" data-end=\"1345\">\n<td data-start=\"1289\" data-end=\"1325\" data-col-size=\"sm\">\ud83d\udcd1 Release Plan<\/td>\n<td data-start=\"1325\" data-end=\"1345\" data-col-size=\"sm\">16. July 2025<\/td>\n<\/tr>\n<tr data-start=\"1346\" data-end=\"1402\">\n<td data-start=\"1346\" data-end=\"1382\" data-col-size=\"sm\">\ud83e\uddea Early Access (Preview)<\/td>\n<td data-start=\"1382\" data-end=\"1402\" data-col-size=\"sm\">August 4th, 2025<\/td>\n<\/tr>\n<tr data-start=\"1403\" data-end=\"1459\">\n<td data-start=\"1403\" data-end=\"1439\" data-col-size=\"sm\">\ud83d\ude80 General availability<\/td>\n<td data-start=\"1439\" data-end=\"1459\" data-col-size=\"sm\">October 1st, 2025<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<\/div>\n<h2 data-start=\"304\" data-end=\"375\"><span class=\"ez-toc-section\" id=\"Top_7_Features_in_Dynamics_365_Customer_Service_Wave_2_2025\"><\/span><strong data-start=\"307\" data-end=\"375\">Top 7 Features in Dynamics 365 Customer Service (Wave 2 2025)<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<h3 data-start=\"165\" data-end=\"237\"><span class=\"ez-toc-section\" id=\"Copilot_detects_call_content_and_automatically_summarizes_calls\"><\/span>Copilot detects call content and automatically summarizes calls<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p data-start=\"239\" data-end=\"451\"><strong data-start=\"239\" data-end=\"259\">What&#8217;s new?<\/strong><br data-start=\"259\" data-end=\"262\">Copilot can transcribe phone conversations in real time, detect caller sentiment and intent, and automatically summarize the most important content \u2014 without the need for manual notes.<\/p>\n<p data-start=\"453\" data-end=\"685\">\ud83d\udd37 <em data-start=\"456\" data-end=\"501\">Why is this relevant for your company?<\/em><br data-start=\"501\" data-end=\"504\"\/>Your service employees save valuable time, avoid transmission errors and can concentrate fully on the conversation \u2013 Copilot automatically documents in the background.<\/p>\n<h3 data-start=\"687\" data-end=\"748\"><span class=\"ez-toc-section\" id=\"Next_best_action_Copilot_suggests_suitable_macros\"><\/span>Next best action: Copilot suggests suitable macros<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p data-start=\"750\" data-end=\"918\"><strong data-start=\"750\" data-end=\"770\">What&#8217;s new?<\/strong><br data-start=\"770\" data-end=\"773\">Based on the interactions so far, Copilot analyzes the case context and suggests appropriate macros or follow-up actions at the right moment.<\/p>\n<p data-start=\"920\" data-end=\"1116\">\ud83d\udd37 <em data-start=\"923\" data-end=\"968\">Why is this relevant for your company?<\/em><br data-start=\"968\" data-end=\"971\"\/>Fewer clicks, fewer searches \u2013 more speed in case processing. This allows you to create faster response times and consistent service experiences. <\/p>\n<h3 data-start=\"1118\" data-end=\"1168\"><img decoding=\"async\" class=\"alignnone wp-image-19005 size-full\" src=\"https:\/\/www.inkubit.com\/wp-content\/uploads\/2025\/10\/agentfeed_2.png\" alt=\"Customer Service Release Wave 2\" width=\"588\" height=\"415\" srcset=\"https:\/\/www.inkubit.com\/wp-content\/uploads\/2025\/10\/agentfeed_2.png 588w, https:\/\/www.inkubit.com\/wp-content\/uploads\/2025\/10\/agentfeed_2-300x212.png 300w, https:\/\/www.inkubit.com\/wp-content\/uploads\/2025\/10\/agentfeed_2-567x400.png 567w, https:\/\/www.inkubit.com\/wp-content\/uploads\/2025\/10\/agentfeed_2-85x60.png 85w, https:\/\/www.inkubit.com\/wp-content\/uploads\/2025\/10\/agentfeed_2-99x70.png 99w\" sizes=\"(max-width: 588px) 100vw, 588px\" \/><\/h3>\n<h3 data-start=\"1118\" data-end=\"1168\"><span class=\"ez-toc-section\" id=\"Intelligent_routing_in_Microsoft_Teams_Voice\"><\/span>Intelligent routing in Microsoft Teams Voice<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p data-start=\"1170\" data-end=\"1371\"><strong data-start=\"1170\" data-end=\"1190\">What&#8217;s new?<\/strong><br data-start=\"1190\" data-end=\"1193\">The Teams channel now recognizes the caller&#8217;s intent and automatically routes them to the appropriate person or group based on availability and skill matching.<\/p>\n<p data-start=\"1373\" data-end=\"1586\">\ud83d\udd37 <em data-start=\"1376\" data-end=\"1421\">Why is this relevant for your company?<\/em><br data-start=\"1421\" data-end=\"1424\"\/>Waiting times are reduced, as is customer frustration. AI-driven forwarding ensures that concerns reach the right contact person more quickly. <\/p>\n<h3 data-start=\"1588\" data-end=\"1630\"><span class=\"ez-toc-section\" id=\"AI-based_routing_with_SLA_control\"><\/span>AI-based routing with SLA control<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p data-start=\"1632\" data-end=\"1786\"><strong data-start=\"1632\" data-end=\"1652\">What&#8217;s new?<\/strong><br data-start=\"1652\" data-end=\"1655\">Unified Routing now uses AI-based rules to automatically assign cases, including SLA goals, skills, and priorities.<\/p>\n<p data-start=\"1788\" data-end=\"1996\">\ud83d\udd37 <em data-start=\"1791\" data-end=\"1836\">Why is this relevant for your company?<\/em><br data-start=\"1836\" data-end=\"1839\"\/>Especially for more complex service organizations, this feature ensures fairer distribution, more transparency and faster response to critical requests.<\/p>\n<h3 data-start=\"1998\" data-end=\"2056\"><span class=\"ez-toc-section\" id=\"Shift_planning_with_AI_%E2%80%93_based_on_volume_and_skills\"><\/span>Shift planning with AI \u2013 based on volume and skills<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p data-start=\"2058\" data-end=\"2243\"><strong data-start=\"2058\" data-end=\"2078\">What&#8217;s new?<\/strong><br data-start=\"2078\" data-end=\"2081\">With the help of RSO (Resource Scheduling Optimization), shifts can be intelligently planned based on historical volumes, qualifications and availability.<\/p>\n<p data-start=\"2245\" data-end=\"2423\">\ud83d\udd37 <em data-start=\"2248\" data-end=\"2293\">Why is this relevant for your company?<\/em><br data-start=\"2293\" data-end=\"2296\"\/>You reduce manual planning effort and create fairer deployment plans \u2013 without Excel, without gut feeling, directly in the system.<\/p>\n<h3 data-start=\"2425\" data-end=\"2473\"><span class=\"ez-toc-section\" id=\"Improved_multi-session_view_for_agents\"><\/span>Improved multi-session view for agents<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p data-start=\"2475\" data-end=\"2630\"><strong data-start=\"2475\" data-end=\"2495\">What&#8217;s new?<\/strong><br data-start=\"2495\" data-end=\"2498\">The agent interface has been expanded: Improved keyboard shortcuts, case changes without loading times and more overview through visual alerts.<\/p>\n<p data-start=\"2632\" data-end=\"2819\">\ud83d\udd37 <em data-start=\"2635\" data-end=\"2680\">Why is this relevant for your company?<\/em><br data-start=\"2680\" data-end=\"2683\"\/>Especially with a high number of cases, your service employees keep track of everything and work noticeably more efficiently \u2013 without friction losses.<\/p>\n<h2 data-start=\"4956\" data-end=\"5041\"><span class=\"ez-toc-section\" id=\"When_will_you_use_your_new_advantage\"><\/span><strong data-start=\"4963\" data-end=\"5041\">When will you use your new advantage?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p data-start=\"5043\" data-end=\"5137\">You&#8217;re already using Dynamics 365 Customer Service \u2013 but are you taking advantage of all the new possibilities?<\/p>\n<p data-start=\"5139\" data-end=\"5316\">Book a <a href=\"https:\/\/calendly.com\/inkubit\/first-consultation\">short meeting<\/a> with our team now \u2013 we will show you which functions have the greatest leverage for your processes and how you can activate them in a targeted manner!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Discover the most important new features of the Dynamics 365 Customer Service Release Wave 2\/2025 \u2013 including business benefits and Copilot innovations at a glance.<\/p>\n","protected":false},"author":6,"featured_media":22839,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":"","_links_to":"","_links_to_target":""},"categories":[211,217],"tags":[212],"class_list":["post-22837","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","category-dynamics-365-customer-service","tag-blog"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.2 (Yoast SEO v28.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Microsoft Dynamics 365 Customer Service Release Wave 2 2025<\/title>\n<meta name=\"description\" content=\"An overview of the most important new features of the Dynamics 365 Customer Service Release Wave 2\/2025, including business benefits and AI innovations.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, 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