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This topic lists features that are planned to release from April 2025 through September 2025. Because this topic lists features that may not have released yet, delivery timelines may change and projected functionality may not be released. For more information, go to Microsoft policy.
For a list of the previous wave's release plans, go to 2024 release wave 2 plan.
In the General availability column, the feature will be delivered within the month listed. The delivery date can be any day within that month. Released features show the full date, including the date of release.
This check mark (
) shows which features have been released for public preview or early access and for public preview, early access, and general availability.
Administrator experiences
An intuitive, modern administration experience is key to quickly setting up Dynamics 365 Customer Service and using its features.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Configure one ARC rule for multiple queues | Users by admins, makers, or analysts | - | - | Jul 2025 |
Copilot and AI innovation
Copilot in Customer Service consists of various generative AI capabilities that expedite resolutions of customer issues and increase customer satisfaction.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Customize formatting and headers for case and custom record summaries | Users by admins, makers, or analysts | - | - |
May 28, 2025 |
| View the enhanced user experience for Copilot summaries | Users by admins, makers, or analysts | - | - |
May 9, 2025 |
| Use Copilot-powered email template recommendations | Users by admins, makers, or analysts |
Apr 15, 2025 |
- | Oct 2025 |
| Insert Copilot prompts in email templates | Users by admins, makers, or analysts |
Apr 15, 2025 |
- | Oct 2025 |
| Use Copilot to generate contextual partial email content | Users by admins, makers, or analysts |
Apr 4, 2025 |
- | Jul 2025 |
| Optimize customer service with intent-based routing | Users by admins, makers, or analysts |
May 15, 2025 |
- | Oct 2025 |
| Connect AI agents using Model Context Protocol server | Admins, makers, marketers, or analysts, automatically | May 2025 | - | Oct 2025 |
| Summarize base records and related records with Copilot | Users by admins, makers, or analysts | - | - |
May 2, 2025 |
| Automate case lifecycle tasks with Case Management Agent | Users by admins, makers, or analysts |
Apr 10, 2025 |
- | Oct 2025 |
Service representative experiences
Enable service representatives to handle multiple interactions, switch between sessions without losing context, and use productivity tools to enhance workflows.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Increase user productivity with new modern rich text editor | Users, automatically | - | - |
May 2, 2025 |
| Search for user experience profile assignments | Admins, makers, marketers, or analysts, automatically | - | - |
Apr 30, 2025 |
| Use Execute JavaScript macro to create your own custom macros | Users by admins, makers, or analysts |
Apr 1, 2025 |
- | - |
| Use the modernized and refreshed Copilot Service workspace app | Users, automatically | - | - |
Apr 30, 2025 |
| Create personalized case views in the inbox | Users by admins, makers, or analysts | - | - |
Apr 7, 2025 |
| Monitor customer wait time through live conversation counter | Users by admins, makers, or analysts | - | - | May 2025 |
| Enable customers to create multisession apps | Users by admins, makers, or analysts |
Apr 30, 2025 |
- | Oct 2025 |
| Perform bulk actions on filtered conversations | Admins, makers, marketers, or analysts, automatically | Sep 2025 | - | Oct 2025 |
| Configure timeout rules override in SLA-based automatic actions | Users, automatically | - | - | Sep 2025 |
Supervisor experiences
Enable supervisors to monitor and improve contact center operations.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Tag email templates with line of business | Users by admins, makers, or analysts | Aug 2025 | - | Nov 2025 |
| Use the new email editor for a streamlined, feature-rich experience | Admins, makers, marketers, or analysts, automatically | - | - |
May 23, 2025 |
Unified routing
Intelligent work item classification and omnichannel routing capabilities enable the flexibility and automation of AI-enabled workflows.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Maintain routing rules in bulk | Admins, makers, marketers, or analysts, automatically | - | - |
Apr 18, 2025 |
| Use shift bookings to assign records to representatives | Users by admins, makers, or analysts | - | - |
May 30, 2025 |
You are able to opt into some features as part of early access on February 3, 2025, including all mandatory changes that affect users. To learn more, go to Early access FAQ.
Description of Enabled for column values:
Users, automatically: These features include changes to the user experience and are enabled automatically.
Admins, makers, marketers, or analysts, automatically: These features are meant to be used by administrators, makers, marketers, or business analysts and are enabled automatically.
Users by admins, makers, or analysts: These features must be enabled or configured by the administrators, makers, or business analysts to be available for their users.
For a list of the countries or regions where Dynamics 365 business applications are available, go to the International availability guide. For more information about geographic areas and datacenters (regions), go to the Dynamics 365 and Microsoft Power Platform availability page.