AI Dominates the Dynamics 365 CRM 2025 Roadmap

• The latest 2024 Wave 2 for Dynamics 365 CRM continues its focus on adding more Copilot features rather than traditional updates.
• New autonomous AI capabilities (called agentic AI) may help speed deployment of some custom solutions that would normally require developer programming.
• The one application receiving significant non-AI investment is the new Contact Center, highlighting its significance to Microsoft.
• Organizations should establish processes to monitor and evaluate Copilot responses for accuracy and compliance.

With its Dynamics 365 CRM roadmap, Microsoft continues to focus on Copilot and AI capabilities throughout 2025 with very few traditional feature updates planned. A key shift is the expansion into autonomous AI agents, sometimes called agentic AI, which are a new option for writing automated processing routines, such as monitoring e-mails for changes to purchase orders. Agentic AI is a significant addition that could help speed development and lower costs for some custom applications. Most new features are included for no additional cost for Enterprise users, but some require separate subscriptions or add-ons.