Authored by
Jacqui Lundquist, Dynamics Consultant
Microsoft’s October Wave 2 release is almost here, and it’s set to be one of the most significant updates we’ve seen in Dynamics 365 to date. Packed with powerful new capabilities across Sales and Customer Service, this release reflects Microsoft’s ongoing commitment to making business applications more intelligent, more connected, and easier to use.
Whether you’re a seller trying to keep your pipeline moving or a service leader focused on faster case resolution, the upcoming features are designed to cut through complexity and unlock productivity. AI, Copilot, and cross-app automation are at the heart of this wave, giving teams the tools to reduce manual tasks, surface actionable insights, and create richer, more personalised customer experiences all while driving measurable business impact.
Below, we’ve highlighted the key enhancements coming in October and what they mean for your organisation.
Key Themes: AI, Copilot & Productivity
Microsoft continues to double down on Copilot and AI innovation, with a strong focus on:
- Lead Management & Seller Experiences – simplifying data entry, qualification, and outreach.
- Agent Productivity – empowering customer service teams to resolve cases faster and collaborate more effectively.
- Cross-App Automation – making it easier to connect AI agents across Dynamics 365 Sales, Service, and even ERP.
From form-fill assistants to conversational data exploration, this wave is all about reducing manual effort and enabling faster, smarter decision-making.
Top Updates for Dynamics 365 Sales
- AI-Powered Data Entry
Say goodbye to time-consuming manual data input:
- Copilot Form-Fill Assistant – Drag and drop a file, email, or image and AI will extract key details (names, contacts, email addresses) and map them directly into lead or contact forms.
- Smart Paste – Copy content from an email, business card, or LinkedIn profile and paste it into Dynamics. AI automatically populates the correct fields with no extra clicks.
These features speed up record creation, reduce errors, and keep pipelines moving.
- Natural Language Data Exploration
The new Data Exploration Agent (Smart Grid) lets users filter and sort records with plain English prompts. Example: “Show me high-priority cases overdue for follow-up” or “Opportunities over £10,000 created this quarter”. This conversational approach removes the need for complex filters, making data analysis faster and more intuitive.
- Connecting AI Agents via MCP
The Model Context Protocol (MCP) introduces a game-changing way to connect AI agents such as Copilot or third-party tools like ChatGPT to Dynamics 365 Sales.
Agents can:
- List or qualify leads
- Draft and send outreach emails
- Trigger actions in other Dynamics apps like Business Central
This means smarter, cross-functional workflows (e.g., lead qualification automatically generating quotes) without custom integration code.
- Sales Qualification Agent Enhancements
Building on features previewed earlier this year, the Sales Qualification Agent helps teams prioritise leads and automate research, outreach, and follow-up:
- Pulls CRM and public data to build detailed lead profiles.
- Drafts personalised emails and tracks engagement signals.
- Validates email addresses to avoid wasted outreach.
- Links new leads to existing CRM data for richer insights.
Teams can customise how much the agent handles (research-only or full engagement) while admins control data sources and thresholds.
- Hierarchical Relationship Visualiser
A refreshed Visual Hierarchy lets sellers view relationships across multiple tables (accounts, contacts, opportunities, and custom entities) in a single, editable visual. Teams can customise tiles, colours, and layouts to identify decision-makers and relationship paths at a glance.
Top Updates for Dynamics 365 Customer Service
- Custom Productivity Tools
Agents can now access low-code or developer-built custom tools directly inside the Copilot Service Workspace. For example, a credit score checker or payment status tool can be surfaced within the agent’s case view, no app-switching required.
- Smarter Case Management
- Session Restore – Automatically reopens tabs after a browser refresh.
- Multi-Session Apps – Agents can work across multiple apps at once, each with its own processes.
- Bulk Actions for Supervisors – Move conversations, send messages, or close multiple cases in one go.
- Timeout Rules Override – Agents can pause automated actions when more time is needed.
- Knowledge Management Agent
Copilot can now create knowledge articles automatically from case notes, emails, and chats both for new and historical cases. The agent removes sensitive data, prevents duplicates, and can even publish articles instantly to self-service portals.
- Copilot-Powered Email Enhancements
- Template Recommendations – Suggests the most relevant email template based on the conversation.
- Prompts & Partial Drafts – Generates contextual content mid-draft to speed up responses and maintain consistency.
- Case Management Agent
This intelligent assistant automates routine tasks such as creating cases from emails or chats, classifying inquiries, routing to the right expert, and even sending follow-ups, freeing agents to focus on complex issues.
Why This Matters
The October Wave 2 release isn’t just another incremental update, it’s a clear signal of where Microsoft is heading: a fully AI-enabled CRM and service platform that puts automation and insight at the centre of every interaction.
For sales teams, that means more time to build relationships and close deals.
For service teams, it means faster case resolution and higher customer satisfaction.
And for organisations as a whole, it means greater agility to adapt processes, connect data, and scale customer experiences.
Next Steps
The new features will be generally available in October, with many capabilities ready to enable through the Power Platform Admin Center.
To get the most from this release:
- Review your current sales and service processes to identify where AI automation will have the biggest impact.
- Work with your Dynamics 365 partner to plan configuration and user training.
- Consider piloting Copilot features in a controlled environment to build confidence before full rollout.
At mhance, we’re already exploring how these innovations can help nonprofits and commercial organisations drive smarter engagement and measurable ROI. To discuss how these updates could benefit your organisation, get in touch with your mhance account manager or contact a member of our team.