Dynamics 365 CRM 2025 Wave 1: AI Focused with Extra Cost

• The latest 2025 Wave 1 for Dynamics 365 CRM broadens its AI footprint with more productivity and analysis features.
• AI agents are Microsoft’s new preference for development; however, they bring additional cost and management needs.
• Organizations should establish processes to configure, monitor, and evaluate AI processes and responses for compliance and accuracy.

The Dynamics 365 CRM roadmap continues to focus on AI capabilities throughout 2025 with few traditional feature updates planned. Most new AI features are included for Enterprise users, although extra costs are incurred when running the features, and some are starting to show up in the Premium-only subscriptions. Sales and Customer Service receive the bulk of attention, which is not unusual, while Field Service suffered from a faulty Schedule Board update that caused the team to divert resources away from new features.

2025 CRM Roadmap

All CRM applications—Sales, Customer Service, Contact Center, Customer Insights, Field Service, and associated add-ons—receive monthly updates that are typically described in two semiannual Waves. The following sections discuss the major changes, plans, and trends in each of the applications.