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Russ Rimmerman
Microsoft Cloud Solution Architect
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Dynamics & Power Platform Roadmap
Dynamics 365
100 updates
Dynamics 365 Customer Service
54 updates
Future
(7)
Later
(7)
Use Execute JavaScript macro to create your own custom macros
Service representative experiences
PP: Apr 1
GA: TBD
Monitor AI agent activity in agent feed
Copilot and AI innovation
PP: Oct 1
GA: TBD
Monitor intent and agent groups for real-time record routing
Supervisor experiences
PP: Nov 14
GA: TBD
Connect AI agents using Model Context Protocol server
Copilot and AI innovation
PP: Nov 18
GA: TBD
Evaluate emails with Quality Evaluation Agent
Copilot and AI innovation
PP: Apr 1
GA: TBD
Resolve cases faster with the new formless Copilot workspace
Copilot and AI innovation
PP: Apr 1
GA: TBD
Structure content for rich text editor with Copilot
Copilot and AI innovation
PP: Apr 1
GA: TBD
Past
(47)
Access voice channel features in GCC Moderate
Omnichannel
PP: Apr 28
GA: Apr 28
Option sets for field mapping in integrated search
Administrator experiences
GA: Aug 28
Mask sensitive data and prevent unauthorized access
Omnichannel
PP: Apr 28
GA: Sep 28
Create personalized case views in the inbox
Service representative experiences
GA: Apr 7
Search for user experience profile assignments
Service representative experiences
GA: Apr 30
Use the modernized and refreshed Copilot Service workspace app
Service representative experiences
GA: Apr 30
Increase user productivity with new modern rich text editor
Service representative experiences
GA: May 2
Summarize base records and related records with Copilot
Copilot and AI innovation
GA: May 2
View the enhanced user experience for Copilot summaries
Copilot and AI innovation
GA: May 9
Customize formatting and headers for case and custom record summaries
Copilot and AI innovation
GA: May 28
Monitor customer wait time through live conversation counter
Service representative experiences
GA: May 30
Use one record creation and update rule for multiple queues
Administrator experiences
GA: Jul 11
Evaluate cases with Quality Evaluation Agent
Copilot and AI innovation
GA: Oct 24
Set up assessment plans with evaluation framework
Copilot and AI innovation
GA: Oct 24
Automatically restore sessions after a browser refresh
Service representative experiences
PP: Oct 1
GA: Oct 31
Update knowledge base using Customer Knowledge Management Agent
Copilot and AI innovation
PP: Mar 31
GA: Oct 31
Automate case lifecycle tasks with Case Management Agent
Copilot and AI innovation
PP: Apr 10
GA: Oct 31
Insert Copilot prompts in email templates
Copilot and AI innovation
PP: Apr 15
GA: Oct 31
Use Copilot-powered email template recommendations
Copilot and AI innovation
PP: Apr 15
GA: Oct 31
Enable customers to create multisession apps
Service representative experiences
PP: Apr 30
GA: Oct 31
Use Copilot to generate contextual partial email content
Copilot and AI innovation
PP: Jul 31
GA: Oct 31
Enhance service representative efficiency with custom productivity tools
Service representative experiences
GA: Oct 31
Perform bulk actions on filtered conversations
Service representative experiences
GA: Nov 14
Tag email templates with line of business
Supervisor experiences
PP: Oct 31
GA: Nov 30
Use enhanced admin options for Case Management Agent
Copilot and AI innovation
GA: Jan 5
Enhanced timeout rules to meet SLAs for conversations
Service representative experiences
GA: Jan 30
Override timeout rules in SLA-based automatic actions
Service representative experiences
GA: Jan 30
Extend Quality Evaluation Agent evaluation criteria
Copilot and AI innovation
GA: Feb 6
Manage criteria versions for Quality Evaluation Agent
Copilot and AI innovation
GA: Feb 6
Validate criteria using Quality Evaluation Agent simulation
Copilot and AI innovation
GA: Feb 6
Edit schedule bookings using drag and drop
Supervisor experiences
GA: Feb 16
Configure short abandon and service-level threshold insights
Supervisor experiences
GA: Feb 20
Run a forecast on demand
Supervisor experiences
GA: Feb 27
Support multilingual evaluation criteria
Copilot and AI innovation
GA: Feb 27
Configure custom instructions in Copilot Ask a question
Copilot and AI innovation
GA: Feb 28
Tag knowledge articles for verbatim responses in Copilot
Copilot and AI innovation
GA: Feb 28
Simulate AI case enrichment with Case Management Agent
Administrator experiences
GA: Mar 6
Evaluate cases in bulk with Quality Evaluation Agent
Copilot and AI innovation
PP: Oct 24
GA: Mar 20
Record and review full‑screen representative activity
Supervisor experiences
GA: Mar 27
View customer sentiment indicators on a case
Copilot and AI innovation
PP: Mar 1
GA: Apr 1
Simulate case‑resolution flows before production
Copilot and AI innovation
PP: Mar 6
GA: Apr 1
Control evaluation volume with sampling
Copilot and AI innovation
GA: Apr 17
Define critical questions in evaluation criteria
Copilot and AI innovation
GA: Apr 17
Use shadow mode for Case Management Agent predictions
Copilot and AI innovation
PP: Mar 1
GA: May 1
Protect sensitive information in emails with data sensitivity labels
Administrator experiences
GA: May 1
Estimate AI credits for agents from forecasted demand
Supervisor experiences
GA: May 20
Improve customer outcomes with Service Agent in Microsoft 365 Copilot
Copilot and AI innovation
PP: Mar 31
GA: Jun 1
Dynamics 365 Sales
46 updates
Future
(22)
Next 90 Days
(11)
Personalize outreach emails generated by Sales Qualification Agent
Lead management
PP: Apr 1
GA: Jul 1
Carry out suggested actions faster and more effectively
Opportunity acceleration
PP: Jun 1
GA: Jul 1
Chat about sales opportunity agent insights from inside Sales agent
Opportunity acceleration
PP: Jun 1
GA: Jul 1
Deploy multiple Sales Qualification Agents in a single environment
Lead management
PP: Jun 1
GA: Jul 1
Identify the most important actions in the flow of work
Opportunity acceleration
PP: Jun 1
GA: Jul 1
Plan your sales portfolio with Sales Research Agent
Sales management and operations
PP: Jun 1
GA: Jul 1
Create records in Dynamics 365 Sales using Sales agent
Copilot and AI innovation
PP: Apr 15
GA: Sep 1
Get lead research and next best actions in Sales Home
Lead management
PP: Jun 1
GA: Sep 1
Streamline Quick Campaigns for confident, one-time bulk email outreach
Seller experiences
PP: Jul 1
GA: Sep 1
Get integrated inbound and outbound calling with Sales Hub dialer
Seller experiences
PP: Aug 1
GA: Sep 1
Use historical deal patterns to get better insights in Sales Opportunity Agent
Opportunity acceleration
PP: Aug 1
GA: Sep 1
Later
(11)
Stay efficient with the Copilot overview page
Copilot and AI innovation
PP: Feb 28
GA: TBD
Transform decision-making with sales research agent
Business research
PP: Apr 1
GA: TBD
Tailor Sales Qualification Agent to your industry and business needs
Sales management and operations
PP: May 5
GA: TBD
Turn marketing engagement into actionable insights for sellers
Sales management and operations
PP: Jul 31
GA: TBD
Deploy autonomous Sales Qualification Agent to qualify leads at scale
Lead management
PP: Aug 22
GA: TBD
Accelerate lead qualification with custom research in Sales Qualification Agent
Copilot and AI innovation
PP: Nov 1
GA: TBD
Use Sales agent in Microsoft 365 Copilot inside Dynamics 365
Copilot and AI innovation
PP: Mar 31
GA: TBD
Identify best leads by using any data source for agent‑driven assessment
Lead management
PP: Apr 1
GA: TBD
Prioritize your hottest leads first with next best actions
Lead management
PP: Apr 1
GA: TBD
Reduce risk with Next Best Action in Sales Close Agent
Sales management and operations
PP: Apr 2
GA: TBD
Enable custom source onboarding in Recommended Action
Opportunity acceleration
PP: Jun 1
GA: TBD
Past
(24)
Work efficiently using AI-powered action suggestions
Copilot and AI innovation
PP: Sep 28
GA: Nov 28
Integrate with Exchange using server-side synchronization
Sales management and operations
GA: Apr 1
Get embedded experience for Copilot summaries
Copilot and AI innovation
GA: Sep 26
Visualize and work with hierarchical data
Seller experiences
PP: Aug 29
GA: Oct 29
Improve sales efficiency with the Sales Qualification Agent's email validation
Lead management
PP: May 1
GA: Oct 31
Boost pipeline by autonomously researching and engaging leads with the Sales Qualification Agent
Lead management
PP: May 5
GA: Oct 31
Improve research relevance by adding custom web sources to the Sales Qualification Agent
Sales management and operations
PP: Jul 31
GA: Oct 31
Enhance customer interactions with auto-linked CRM data
Lead management
PP: Aug 15
GA: Oct 31
Mitigate competitive risks with insights and talking points from Sales Qualification Agent
Lead management
PP: Aug 29
GA: Oct 31
Connect AI agents to sales workflows using Model Context Protocol server
Copilot and AI innovation
PP: Jun 30
GA: Feb 1
Explore complex sales insights with Sales Research Agent
Business research
GA: Mar 1
Improve opportunity context with AI-based data enrichment
Opportunity acceleration
PP: Feb 27
GA: Mar 27
Generate debug reports for Copilot in Dynamics 365 Sales
Copilot and AI innovation
GA: Apr 11
Uncover insights and risks to close more deals with Opportunity Research Agent
Opportunity acceleration
PP: Oct 31
GA: Apr 15
Boost decision making by using Visualize with Copilot
Copilot and AI innovation
PP: Mar 21
GA: Apr 30
Find, filter, and sort using natural language with smart grid
Copilot and AI innovation
PP: Mar 21
GA: Apr 30
Accelerate data entry using form fill assist toolbar
Copilot and AI innovation
PP: Jul 28
GA: Apr 30
Streamline data entry with smart paste
Copilot and AI innovation
PP: Jul 28
GA: Apr 30
Connect Fabric lakehouse data to AI‑powered sales research
Sales management and operations
PP: Feb 16
GA: Apr 30
Get sales operations insights in Sales Research Agent
Sales management and operations
PP: Feb 16
GA: Apr 30
Reduce seller friction in Sequences with in-flow email template picker
Sales engagement and execution
GA: May 30
Stay on track at every deal stage with delta-first guidance in Sales Close Agent
Opportunity acceleration
PP: May 1
GA: Jun 1
Accelerate Sales Opportunity Agent deployment with simplified admin configuration
Opportunity acceleration
GA: Jun 1
Enrich opportunity data with AI-powered meeting intelligence
Seller experiences
GA: Jun 1
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