Dynamics 365 CRM Roadmap 2024 – AI for Real This Time

• Dynamics 365 CRM will get new generative AI capabilities in Copilot in 2024 that offer more tangible benefits than AI-labeled features in previous years.
• Functional updates delivered this year will be less prevalent and more incremental, although updates planned for Customer Service address important gaps.
• Price increases (between 10% and 12%) are planned for Oct. 2024, so customers should consider locking in new agreements before the change.
• The update cycle for desktop components is changing in Oct. 2024, which will likely result in the need for more-frequent testing. 

Dynamics 365 CRM’s roadmap is heavily focused on Copilot AI-related features that are markedly different from the Copilot features released in 2023. Instead of offering a rebranding of existing capabilities (a common approach in 2023), the Copilot plans for 2024 look to deliver on the promise of truly taking advantage of natural language and generative AI technologies. The planned features will help users analyze data to make decisions, summarize disparate information to improve customer interactions, and complete tasks more efficiently. Most updates are included for no additional cost, although all Copilot features are limited to Enterprise users, and some require separate subscriptions. (For more details, see the sidebar “Dynamics 365 Copilot Confusion”.)