We’re entering a new era of AI-powered business applications, and today we’re excited to publish the 2026 release wave 1 plans for Microsoft Dynamics 365, Microsoft Power Platform, and role-based agents in Microsoft 365 Copilot, outlining a broad set of capabilities slated for release between April 2026 and September 2026. These updates reflect our ongoing commitment to making AI an essential partner in how organizations operate, innovate, and grow.

Dynamics 365 leads this wave with AI-powered, agentic innovations across sales, service, finance, supply chain, human resources (HR), and commerce—helping organizations unify data, automate processes, and elevate customer and employee experiences. Microsoft Power Platform continues to expand modern app development, intelligent automation, and enterprise-grade governance to empower makers and developers to innovate with confidence. Role-based agents in Microsoft 365 Copilot further evolve into intelligent daily command centers, helping to deliver richer, data-grounded insights and extensibility that help teams work smarter across every role.

To help you stay current on the most important and innovative capabilities, we’re moving beyond bi-annual launch events to lighter, more frequent business applications updates, featuring expert insights and demonstrations from Microsoft product leaders and engineers.

• Watch on demand: Dynamics 365 Business Applications Update
• Register for the Power Platform and Copilot Studio update April 15 at 9 AM PDT

Be sure to stay updated on the latest features and create your personalized release plan using the release planner.

Highlights from Dynamics 365

2026 release wave 1 updates for Dynamics 365 deliver AI-powered, agentic experiences across sales, service, finance, supply chain, commerce, HR, projects, sustainability, and enterprise resource planning (ERP)—bringing deeper Copilot integration, intelligent automation, unified customer and operational data, and enhanced cross-app capabilities to help organizations drive efficiency, elevate customer and employee experiences, and operate with greater agility and confidence.

Dynamics 365 Sales

Dynamics 365 Sales brings the power of AI to help sellers build their pipeline, enrich opportunities, and accelerate deal closure, while helping sellers easily access accurate, up-to-date information and recommending high-impact actions that sellers can take. Copilot experiences in Dynamics 365 Sales can draw on data spanning customer relationship management (CRM) and Microsoft 365 signals, like email and meeting recaps, to deliver actionable insights across Dynamics 365 and Microsoft 365 experiences.

Dynamics 365 Customer Service

Dynamics 365 Customer Service will continue to enhance agentic capabilities across case management, email, customer intent, quality evaluation, and knowledge management. AI-infused admin and supervisor help to provide more transparency and quicker time-to-value. These investments strengthen end-to-end service orchestration, from helping identify customer intent to driving autonomous workflows that elevate service quality and responsiveness.

Dynamics 365 Contact Center

Dynamics 365 Contact Center advances the agentic contact center in 2026 release wave 1 with new AI-powered capabilities that improve self-service, support accelerate assisted service, and help organizations run contact center operations more intelligently in 2026 release wave 1. It expands to include emerging channels, supervisor insights, and extensibility, giving organizations a unified, AI-powered system to elevate the customer experience.

Dynamics 365 Field Service

Dynamics 365 Field Service strengthens service execution across technician productivity, resource scheduling, and work order management. Investments focus on mobile usability and reliability, intelligent scheduling through the Scheduling Operations Agent, and end‑to‑end execution across assets, projects, and financial operations in this release wave. Together, these updates help organizations manage service complexity and deliver consistent service outcomes.

Dynamics 365 Sustainability

Dynamics 365 Sustainability introduces more intuitive reporting navigation, advanced calculation versioning, and granular data‑locking to reinforce governance and regulatory confidence in this wave. Expanded finance integration, streamlined workflows, and updated templates and factor libraries will further empower organizations to make informed decisions and support progress toward their sustainability goals.

Dynamics 365 Finance

Dynamics 365 Finance delivers continued global scale enhancements that drive greater financial automation, strengthen global regulatory compliance posture, and enhance financial planning and analytics—helping organizations operate more efficiently and achieve their financial and operational goals with confidence.

Dynamics 365 Supply Chain Management

Dynamics 365 Supply Chain Management’s 2026 wave 1 enhances supply and demand planning with price-demand correlation and capacity-to-promise (CTP) date protection. Supplier communication and engagement are streamlined, while warehousing gains AI-powered picking, inventory rebalancing, and hands-free scanning—driving supply chain efficiency.

Dynamics 365 Project Operations

Dynamics 365 Project Operations brings rich capabilities in 2026 release wave 1—from change order support and smarter project planning to smoother quoting, budgeting, and contract workflows. New enhancements streamline item consumption, mobile expense management, subscription billing, and modern-architecture migration—delivering connected project experience.

Dynamics 365 Commerce

Dynamics 365 Commerce strengthens business-to-business (B2B) with multi-outlet ordering, unified sign-in, outlet-specific catalogs, and built-in credit management to help reduce friction and protect cash flow. It modernizes order management and assisted-selling workflows in retail stores, helping to improve associate productivity, and customer experiences across channels. It also enables cross-legal-entity inventory lookup and flexible, attribute-based pricing to help accelerate mass updates and help drive higher sales.

Dynamics 365 Human Resources

Dynamics 365 Human Resources continues to advance in areas such as recruitment, onboarding, reporting, and integrated workforce management. By merging enhanced user experiences with broader ecosystem integration and expanding regional payroll collaborations, the platform enables organizations to optimize employee engagement, support operational accuracy, and confidently achieve their workforce objectives.

Finance and operations cross-app capabilities

Finance and operations cross-app capabilities will introduce new enhancements that strengthen the foundation for AI experiences across Dynamics 365. These updates include improvements to Model Context Protocol (MCP) servers, as well as the general availability of immersive home, which is an AI-powered workspace designed to help users stay focused and prioritize what matters most.

Dynamics 365 Customer Insights – Data

Dynamics 365 Customer Insights – Data acts as the grounding layer for CRM copilots and AI agents, delivering real‑time, unified customer profiles that help power accurate decisions. With enriched data, teams can act on insights directly in their workflow to deliver timely, personalized experiences that deepen engagement and drive better outcomes. The result is an AI-ready data core that elevates agents and helps deliver more connected, intelligent CRM experiences.

Dynamics 365 Customer Insights – Journeys

Dynamics 365 Customer Insights – Journeys empowers end-to-end, agentic customer engagements across sales, marketing, and service, allowing businesses to proactively react to customer behavior using Copilot and AI agents. With smarter orchestration tools, teams can deliver impactful campaigns at scale to drive stronger relationships, higher efficiency, and revenue growth. Part of Dynamics 365, every interaction within your organization benefits from shared data and consistent intelligence across Microsoft CRM applications.

Dynamics 365 Business Central

Dynamics 365 Business Central accelerates the move to agentic ERP with enhancements to our AI‑powered agents that automate sales and purchase scenarios in 2026 release wave 1. Alongside new business capabilities, we invest heavily in developer productivity to support extensibility—improving advanced language (AL) testing, debugging, Copilot extensibility, and agent design.

Highlights from Microsoft Power Platform and Microsoft Copilot Studio

2026 release wave 1 updates for Microsoft Power Platform deliver modernized app experiences across Power Apps and Power Pages, AI-powered automation and agent innovation in Power Automate and Copilot Studio, enhanced Dataverse intelligence and programmability, and strengthened governance, security, and cost management capabilities to help organizations build, scale, and manage intelligent solutions with confidence.

Power Apps

Power Apps continues to modernize app experiences with a refreshed model-driven user interface (UI), improved mobile and offline capabilities, streamlined search, and expanded AI features. This release brings standardized modern theming to everyone, real-time Dataverse access for offline-first canvas apps, enhanced search in grids and lookups, and broader availability and extensibility of generative pages to help teams build and scale intelligent apps faster.

Power Pages

Power Pages will further empower pro-developers and low-code makers to build intelligent business portals for your employees, customers, citizens, and partners through better integration with market leading AI tools. Additionally, enhanced security agent features will further support low-code makers, pro-developers, and admins with actionable insights and abilities for securing their websites.

Power Automate

Power Automate is Microsoft’s comprehensive automation platform for cloud flows, desktop flows, and process mining. This release introduces AI agent authoring, optimization, and self-healing capabilities for desktop flows, Copilot Studio-powered actions in cloud flows, enhanced maker and collaboration tools across both, general availability of object-centric process mining, and consolidated governance reporting.

Microsoft Copilot Studio

Microsoft Copilot Studio continues its journey to make agent and agentic workflows even easier to build and more powerful. Now you can further customize agents built with Agent Builder in Microsoft 365 Copilot, and power your automation with high value AI actions. Deeper governance, multi-agent orchestration, and evaluations enable further scaling. With connections to Microsoft Foundry and Work IQ, your agents can use the latest AI technology in coordination with your organizational data.

Microsoft Dataverse

Microsoft Dataverse continues to invest in enterprise-ready agentic and low-code data platform capabilities. The spotlight is on Work IQ and Copilot integration, delivering organization-specific decisions with adaptive learning and full auditability. We’re also enhancing agent programmability with Dataverse APIs, MCP servers, and Python SDK, plus new storage management tools for enterprise-grade compliance at scale.

Microsoft Power Platform governance and administration

Microsoft Power Platform governance and administration introduces admin controls for agent security, real-time risk assessment in Copilot Studio, and AI-powered governance agents that automate tenant monitoring and remediation in this release. Enhanced visibility into usage patterns, granular Copilot credit consumption with pay-as-you-go (PAYG) caps, and connector dependencies help you optimize costs, demonstrate return on investment (ROI), and enforce compliance with organizational policies using features within the Power Platform Admin Center. GitHub integration and deploy from Git mature your application lifecycle management (ALM) practices with full audit trails.

Business Applications Update

Power Platform &

Copilot Studio edition

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Updates to role-based agents in Microsoft 365 Copilot

2026 release wave 1 updates for Microsoft role-based agents transform Sales Agent and Finance Agent in Microsoft 365 Copilot into intelligent daily command centers, helping to deliver richer, data-grounded insights, enhanced chat and mobile experiences, contextual support across Outlook and Teams, and strengthened governance and extensibility to help organizations drive productivity and scale AI responsibly.

Sales Agent

Sales Agent becomes the seller’s daily command center with richer Sales Chat and Sales Home experiences across desktop and mobile in 2026 release wave 1. Sellers will gain streamlined access to deal and account insights through configurable record summaries, contextual support in Outlook and Teams, and improved email and meeting intelligence. New governance and extensibility controls will also help organizations scale AI responsibly.

Finance Agent

Finance Agent helps finance professionals and their stakeholders interact with financial information from their ERP within the flow of work. In 2026 release wave 1, we continue expanding how this financial assistant supports common finance tasks such as reconciliation, variance analysis, and data preparation in Excel, as well as customer communications in Outlook. By bringing financial insights and assistance directly into familiar productivity tools, the Finance Agent helps teams investigate issues faster, respond to stakeholders more efficiently, and spend less time manually preparing or reconciling data so they can focus more on financial analysis and decision support.

For a complete list of new capabilities, please refer to the Dynamics 365 2026 release wave 1 plan, the Microsoft Power Platform 2026 release wave 1 plan, and role-based agents 2026 release wave 1. We also encourage you to share your feedback in the community forums for Dynamics 365 and Microsoft Power Platform.

Business Applications Update

The Business Applications Update offers an early preview of new capabilities coming in the months ahead. This refreshed structure is designed to reflect the reality of our time: innovation does not happen twice a year; it is constant. Whether you are a strategic leader or a hands-on practitioner, this new cadence is built to get you quickly up to speed.

• Watch on demand: Dynamics 365 Business Applications Update
• Watch on demand: Power Platform and Copilot Studio Business Applications Update

The post 2026 release wave 1 plans for Microsoft Dynamics 365, Microsoft Power Platform, and Copilot Studio offerings appeared first on Microsoft Dynamics 365 Blog.

The way we work is transforming. Generative AI and agentic business applications are catalysts for a profound shift in how we create, collaborate, and make decisions. What once took hours now happens in moments. Ideas move faster, insights surface sooner, and the boundaries between human creativity and machine capability are blurring. This isn’t the future—it’s unfolding now, and it’s changing the very fabric of how businesses operate.

It’s a move from systems of record to systems of action. In this new era, AI agents go beyond support—they help interpret signals, uncover patterns, and initiate actions and continuously optimize processes on your behalf. At Convergence 2025, December 9–12, we’ll explore how organizations can build an AI-first autonomous enterprise powered by data, copilots, and agents working together across Microsoft Dynamics 365 and the Microsoft Cloud.

From automation to autonomy: The AI-first organization

Businesses have long pursued automation to streamline operations. The next leap is autonomy—systems that interpret signals across the business, adapt workflows in real time, and anticipate decisions. Autonomous enterprises go beyond efficiency—they are driven, adaptive, and human-centered, with intelligent systems that understand context, collaborate across processes, and deliver measurable outcomes.

We believe the recognition of Microsoft Dynamics 365 Leader placement in Gartner® Magic Quadrant™ and IDC MarketScape reports reinforces our ability to connect front-end and back-end operations into one intelligent ecosystem. Our leadership is grounded in the breadth of the Microsoft Cloud, the depth of our data estate, and our ability to bring AI, analytics, and business applications together as a unified platform to accelerate end-to-end AI transformation.

Agentic business applications are built on three connected pillars: data, Copilot, and agents—working together to change how work gets done.

1. Data: The foundation of agent autonomy

Most business processes begin with data. Finance close, order-to-cash, customer insights, case resolution, supply chain planning, field service, HR workflows—each depends on complete, connected, trusted information. When this data is fragmented across systems, agents can’t act with autonomy, and AI can only answer questions instead of accelerating outcomes.

Dynamics 365 spans both front-office and back-office operations—customer relationship management (CRM) and enterprise resource planning (ERP)—providing a continuous, end-to-end view of customers, employees, finances, supply chain, and operations. This structured, governed, and auditable data is the backbone of business processes—how work flows, how controls are enforced, and how organizations maintain compliance at scale.

As business model innovation becomes even more important, we continue to invest deeply in these core applications. We’re expanding capabilities across ERP and CRM, investing in bringing Microsoft Fabric, Microsoft Copilot Studio, and Microsoft Power Platform closer to Dynamics 365 than ever before. From connected frontlines to adaptive supply chains, business applications are becoming composable, intelligent, and outcome-driven—helping customers innovate more quickly while maintaining trust, security, and governance, adapt faster, redesign workflows, and build the operational integrity required for agent-powered processes. At Convergence 2025, you’ll see how Dynamics 365 continues to evolve as the operational engine of AI-first organizations.

At Microsoft Ignite 2025, we announced major advances in how agents connect with ERP systems. The Dynamics 365 ERP Model Context Protocol (MCP) server is evolving from static actions to a dynamic, configurable framework that adapts as business needs evolve. A new analytics MCP server extends this capability to structured metrics and insights, supporting agents to reason over governed operational and financial data—not snapshots or exports, but live business signals. Together, these updates unify data, logic, and actions into a common protocol that can simplify integration and accelerate automation.

And with MCP designed for massive scale—including support of millions of ERP actions—organizations gain the performance and extensibility required for agent-powered business processes at enterprise scale.

The entire Microsoft data and application stack—Dynamics 365 ERP and CRM, Dataverse, Fabric, and more—forms the operational engine of agentic transformation. It provides the structure, governance, and adaptability required to support AI-powered business models and next-generation workflows.

2. Microsoft 365 Copilot: Your strategic productivity partner

Copilot continues to help transform productivity across many roles. It helps sales teams move deals forward, finance teams accelerate reconciliation, and service teams resolve issues before they escalate. But Copilot is more than an assistant—it’s the connective layer that links people, data, and systems, understanding intent, orchestrating workflows, and guiding decisions across Dynamics 365, Power Platform, and Microsoft 365.

3. Agents: Plan, decide, and act

We expect AI agents will be core to how businesses operate—planning, deciding, and acting across systems to accelerate outcomes. These agents will interpret signals, identify patterns, and initiate actions to keep the business in motion.

Microsoft’s strategy spans the full agent ecosystem: first-party embedded agents inside Dynamics 365, agents for specialized industries that can be customized and extended by partners, specific partner-built agents, and custom agents created by organizations through Microsoft Copilot Studio. All share the same security, governance, and identity foundation.

For small to mid-sized businesses, Dynamics 365 Business Central brings agents directly into everyday finance and operations. The Sales Order Agent creates, validates, and updates sales orders which can help improve accuracy and speed by reducing manual entry and exception management. The Payables Agent automates vendor invoices and reconciliations, improving control while freeing finance teams from repetitive tasks. Together, these agents help Business Central customers modernize core processes with governed, AI-powered actions that keep work flowing across purchasing, sales, and accounting.

Across Dynamics 365 finance and operations, embedded agents are transforming core processes—from time and expense entry in Project Operations, to supplier outreach in Supply Chain Management, to reconciliations in Finance and technician scheduling in Field Service. These agents help reduce manual effort and bring greater precision and autonomy to everyday operations.

At Convergence 2025, we’re also thrilled to announce the public preview of the Product Change Management Agent Template—an AI-powered solution that transforms how manufacturers manage the process of change across equipment, products, and processes changes. Built on Copilot Studio, the agent automates workflows and connects critical systems, helping teams cut approval times from weeks to days, reduce errors, and bring innovations to market, faster. Learn how customers like Coca-Cola Beverages Africa (CCBA) are using this agent template to optimize their manufacturing operations.

Partner-built agents that extend industry workflows

Partners are building agents that extend domain workflows and connect directly to Dynamics 365 through the MCP. These solutions show how agent-to-agent coordination and cross-system reasoning will define the next era of enterprise automation.

Shop Floor by RSM helps manufacturers gain real-time visibility across production by bringing job details, quality checks, and operational signals into one experience. It can surface issues as they occur and support teams in resolving them quickly, helping to reduce disruptions and maintain consistent output. By connecting workers, data, and actions on the floor, the agent can support more resilient, adaptive manufacturing operations.

The PayFlow Agent by HSO helps finance teams manage vendor payment inquiries with greater speed and accuracy. It analyzes incoming emails, retrieves live payment data from Dynamics 365, and responds with up-to-date status information—which can reduce manual effort and help vendors receive clear, timely communication. The agent streamlines payment cycles and can improve transparency across accounts payable.

The Quality Impact Recall Agent by Cegeka helps organizations identify product quality issues and trace their impact across inventory and customer shipments. It coordinates notifications, guides corrective steps, and streamlines recall preparedness, which can help teams act quickly when risks emerge and maintain trust in the products they deliver.

Factorial connects to the Dynamics 365 Business Central MCP Server to deliver a new agent-to-agent experience. You can use a single Copilot interface to pull, exchange, and act on data across the systems. For example, within expense workflows, Factorial’s agent can request, validate, and reconcile financial data directly with Business Central.

Zensai’s agent integrates with Dynamics 365 Business Central to transform an organization’s operational signals into aligned goals and check-ins inside Microsoft 365. Built in Copilot Studio and connected through MCP for Dynamics 365, the agent converts finance, compliance, HR, and sales insights into structured, cascaded goals within Perform 365. At Convergence 2025, you’ll see how these first-party, partner, and custom-built agents form a connected ecosystem—and how organizations are already using them to move from automation to autonomy.

Convergence 2025

Convergence has always been where our community comes together to learn, connect, and imagine what’s next—and this year we’re reigniting that tradition at a moment of extraordinary change.

Throughout the event you’ll see how organizations are moving from systems of record to systems of agency, and how you can apply these ideas to accelerate your own AI transformation. I’m excited for you to experience everything we’ve been building.

• Learn more about Convergence
• Explore agentic business applications and agentic ERP solutions
• Sign up to receive 2026 Convergence updates

The post The era of agentic business applications arrives at Convergence 2025 appeared first on Microsoft Dynamics 365 Blog.

Over the last few months, our scheduling team has focused on strengthening the core product by addressing the real-world needs of dispatchers, admins, frontline workers, and managers. At Microsoft, our commitment to continuously improving the Field Service experience is rooted in a simple principle: listen to our users, learn from their feedback, and deliver enhancements that make their work easier and more efficient. Today, we’re excited to announce a suite of user experience improvements that are already live in the product, each inspired by your feedback and design to provide immediate value.

What’s New for Scheduling Users?

Share a Schedule Board Tab Directly from the App

Collaboration is at the heart of effective scheduling. Previously, sharing a schedule board tab with specific other users required a lengthy, complicated process. With this release, you can now easily share any schedule board tab with your colleagues directly from the schedule board settings window. Whether you’re handing off coverage for a vacation or collaborating across teams, sharing your setup is just a few clicks away with no more tedious URL construction or lost productivity.

Short Booking Truncation: Clarity at a Glance

We’ve heard from many of you that when schedules are tight and dense, short bookings often appeared cluttered, with overlapping icons and hastily truncated text. Our redesign cleans up the appearance of these short bookings, dynamically adjusting how much text is displayed and which icons are shown based on the available screen space. We’re making it easier for users to work more efficiently by making the information easy to interpret

Satellite Map View

For those who need a geographic perspective, we’ve brought back a satellite map view. This visual enhancement helps you better understand resource and work order locations and plan routes with greater context.

Address Input for Organizational Unit Locations

Setting up new organizational units or managing the ones you already have should be quick and error-free. Instead of manually entering latitude and longitude for their locations, you can now input a text address, just like you do elsewhere in the product. We’ll handle the geocoding for you, reducing errors and saving valuable time.

Consistent Naming for Characteristics and Rating Models

We know that inconsistent terminology can be a source of confusion. That’s why we’ve standardized names across the product. “Characteristics” now consistently replace “skills” and “rating models” are used over “proficiency models.” This simple change makes it easier to find the features you need and ensures everyone is speaking the same language.

Visual Improvements Across the Schedule Board

Beyond these new features, you’ll notice a range of visual refinements throughout the schedule board. From refreshed icons to cleaner layouts, these details will make your daily scheduling tasks smoother and more enjoyable.

Keep Giving Us Feedback

Each of these enhancements began with your insights, whether surfaced through direct engagements, surveys, support channels, or the Ideas Portal. We’re grateful for your ongoing partnership and feedback. Please keep telling us what you need and sharing your experiences and ideas. They’re the foundation of our ongoing journey to make Dynamics 365 Field Service the best it can be.

The post Listening, Learning, and Delivering: Field Service Upgrades for Everyday Scheduling  appeared first on Microsoft Dynamics 365 Blog.

Frontline technicians juggle more than just work orders—they balance customer visits, team meetings, and personal commitments. Until now, keeping these schedules aligned often meant switching back and forth between apps. 

With Release Wave 2 2025, we’re excited to announce the General Availability (GA) of Exchange Integration for Dynamics 365 Field Service. This capability syncs work order bookings directly into Outlook and Teams calendars, giving technicians a unified view of their schedules in one place, where they already collaborate with their team. 

Why this matters

Field service organizations rely on accurate scheduling to keep operations running smoothly. Yet, frontline workers have traditionally had to check multiple sources—Field Service for bookings, Outlook for meetings, Teams for collaboration—just to piece together their day. 

With this Integration: 

• Work order bookings appear automatically in Outlook and Teams calendars. 

• Technicians see everything in one place—work assignments, team meetings, personal appointments. 

• Dispatchers reduce scheduling confusion, since work orders sync within 15 minutes. 

The result: fewer missed updates, less app switching, and more time spent serving customers. 

How the integration works

• One-way sync: Bookings tied to work orders and created or edited in Dynamics 365 Field Service → Exchange (Outlook and Teams). 

• Fast updates: Bookings sync within 15 minutes. 

• Seamless experience: Technicians stay focused in Outlook and Teams with no extra steps. 

• Synced fields are not configurable: If changing what fields sync is essential, please upvote this idea on the product team’s Idea’s portal and describe your scenario: Microsoft Idea 

Important note for existing customers:

If your organization already uses an Exchange integration with Field Service to sync appointments, contacts, or tasks, you’ll notice an important change after GA: 
Field Service work order bookings will begin syncing into Outlook and Teams calendars. 

To ensure a smooth transition: 

– Prepare your users for this update to prevent unexpected duplicate or overlapping events. 

– If needed, disable the sync for all user mailboxes or turn off the Exchange Online email server profile to opt out of this feature. 

Getting started: Best practices 

1. Train users to expect work order bookings in their Outlook and Teams calendars and explain what information will appear in appointments versus Field Service. 

2. Roll out the integration progressively to the field while collecting feedback to identify where the integration is working, where it is not, and why.  

3. Give feedback to the Microsoft Product team on feature gaps and changes you’d like to see using the Ideas portal. 

Frequently Asked Questions 

Q: When will Exchange Integration be generally available? 
A: Exchange Integration is available to all customers with Wave 2 2025. 

Q: Does the sync work both ways? 
A: No. The sync is one-way, from Field Service to Exchange. Updates made in Outlook or Teams do not flow back to Field Service. 

Q: How often does the sync run? 
A: Bookings appear in Outlook and Teams within 15 minutes. 

Q: What happens if we already have an Exchange integration set up? 
A: You’ll begin to see Field Service work order bookings added to calendars after GA. Prepare users for this change to avoid confusion. Turn off the feature via mailbox or server profile settings if needed.

Q: Can we control which bookings sync? 
A: No, only work order related bookings will sync 2 weeks into the future and 1 week into the past. Admins can manage who is set up for integration by enabling or disabling the sync on their mailbox in Dynamics. 

Q: Do we need new licenses?
A: No additional licenses are required beyond standard Dynamics 365 Field Service and Microsoft 365 licensing. 

Conclusion 

With the Calendar Integration now generally available, your technicians gain a clearer view of their day, your dispatchers simplify scheduling, and your organization eliminates unnecessary friction. 

Ready to keep everyone in sync? Enable Calendar Integration in Dynamics 365 Field Service today.  [Learn more in our documentation] 

The post Integrate Field Service bookings with Outlook and Teams, now Generally Available.  appeared first on Microsoft Dynamics 365 Blog.

For organizations that rely on frontline workers to service and maintain assets in the field, the offline-first experience in Dynamics 365 Field Service Mobile has long been a lifeline. Whether at factory floors, remote oil fields, or underground facilities, your teams can keep working without a network. 

But what about those moments when connectivity is available? Why not take advantage of it? 

We’re excited to introduce Online mode, a new capability that allows technicians to access live Dataverse data from the Offline-First application, giving users the best of both worlds: offline reliability and real-time access. 

Why This Matters

Field service environments are unpredictable. A technician may have a 5G connection at 9:00 AM and no signal by lunch. Traditionally, mobile access has focused on being offline-first, locking the user in to use data stored on their local device, ensuring the app continues to function no matter what. 

However, more frontline workers are working in semi-connected or fully connected environments — city rooftops, modern warehouses, customer facilities with Wi-Fi. In these situations, relying only on pre-downloaded data (defined by the mobile offline profile) can slow down workflows and limit access to up-to-date records. 

With Online mode, users now have the option to tap into live data in Dataverse, allowing them to: 

• Search and locate data beyond the boundaries of their offline profile 

• See real-time changes to records like assets, work orders, or inventory 

• Immediately retrieve up-to-date schedules, instructions, or notes 

• Access files on SharePoint saved to the cloud. 

Online Mode Capabilities 

When working with the latest version of the Field Service Mobile app, frontline workers can now: 

• Switch between Offline-first and Online mode based on their connectivity and job needs 

• Access live Dataverse data directly when Online mode is active. 

• Continue to sync offline data in the background while working in Online mode 

• Switch back to Offline-first mode if connectivity is lost and continue working with data already synchronized to their device. 

No more guesswork. Users always know whether they’re working from their local database or the cloud. 

What IT Managers Should Know 

Enabling this feature requires only a configuration change in the Power Apps maker experience.  

After enabling the configuration and publishing the App Module, users will begin seeing the online Toggle within their Field Service Mobile application.

Getting Started: Best Practices for Rollout 

We recommend the following steps for a smooth introduction: 

1. Train users to understand the differences between online and offline mode and how to switch between operating modes in the application within the Offline Status page. 

2. Roll out to techs in high-connectivity areas (urban, in-building roles) 

3. Gather feedback to optimize your mobile offline profile based on real usage 

4. Monitor performance and sync behavior with telemetry tools 

With the new Online mode, your technicians don’t have to choose between reliability and real-time access — they get both. 

• Work confidently offline 

• Switch to online to search or update live data 

• Never miss a critical update from the field or dispatch 

• Stay productive, no matter the network status 

Ready to empower your team? Update your Field Service Mobile app today and start using Online mode. 
→ Learn more in our documentation 

The post Go Beyond Offline: Introducing Online Mode for Field Service Mobile  appeared first on Microsoft Dynamics 365 Blog.

We’re entering the age of AI agents, a transformative moment reshaping the landscape of business applications and platforms. AI agents aren’t just making incremental improvements, they’re helping to redefine productivity and can fundamentally change how work gets done.

Published today, the 2025 release wave 2 for Microsoft Dynamics 365, Microsoft Power Platform, and Copilot offerings introduces new and improved capabilities that help organizations to harness the full potential of this new era. These plans compile new capabilities slated for release between October 2025 and March 2026.
Integral to the wave 2 plans, AI assistants and agents not only help humans with day-to-day tasks, but also act as proactive partners to drive better business outcomes. Our upcoming release brings that vision to life, helping to make AI not just accessible but an essential component in daily operations. Whether it’s enabling sellers to close deals faster, providing service teams real-time trusted knowledge, or empowering finance professionals with AI-driven reconciliation and analysis, these enhancements can be transformative to the way we all work.

Be sure to stay updated on the latest features and create your personalized release plan using the release planner.

Highlights from Dynamics 365

The 2025 release wave 2 for Dynamics 365 brings new innovation to transform functions across your business.

Microsoft Dynamics 365 Customer Insights – Data enhances Microsoft Copilot and agents with real-time, unified customer profiles, enabling teams to act on insights within their workflow. With enriched data, seamless platform integration, and faster processing, businesses can deliver timely, personalized experiences that boost engagement and conversions.

Microsoft Dynamics 365 Customer Insights – Journeys empowers businesses to craft personalized, AI-driven customer experiences across all touchpoints. With Copilot, agents, and enhanced orchestration tools, teams can engage the right audiences at scale, streamline lead generation, and accelerate growth.

Microsoft Dynamics 365 Sales brings the power of AI to help sellers achieve their targets and automate busywork. Microsoft Copilot delivers actionable insights in the flow of work, while AI agents research and engage leads, drive purchase intent, and proactively bring key insights and emergent deal risks—helping sellers close more deals faster. A reimagined interface reorients sellers from data to insights. Watch this video to discover the new and enhanced features in this release wave for Dynamics 365 Sales.

Microsoft Dynamics 365 Customer Service continues to enhance agentic and Copilot capabilities for case and knowledge management, as well as AI-driven routing.

Microsoft Dynamics 365 Contact Center continues to enhance agentic and Copilot capabilities to automate the service journey across digital and voice channels, along with the introduction of new omnichannel and supervisor capabilities in the 2025 release wave 2.

Microsoft Dynamics 365 Field Service will deliver AI agents, enhanced scheduling tools, mobile usability improvements, and deeper Microsoft 365 integration in the upcoming release wave. With innovations across inspections, vendor coordination, and connectivity with Microsoft Dynamics 365 Project Operations, Field Service empowers organizations to deliver smarter, faster, and more seamless service at scale.

Microsoft Dynamics 365 Finance brings global-scale finance and agentic operations to our customers, including agents that can lead to faster financial close, and provide additional automation and optimization across large scale operations, as well as enhancements to business performance analytics and planning solutions.

Microsoft Dynamics 365 Supply Chain Management can enhance demand planning with event and promotion forecasting, and help improve quality management for sample handling; and the Supplier Communications Agent will automate vendor interactions. New supplier engagement tools and warehouse app upgrades will also be introduced to further streamline operations and boost efficiency.

Microsoft Dynamics 365 Project Operations will continue to deliver powerful enhancements across the project lifecycle. These include improved mobile and browser experiences for time and expense, better project planning with enterprise custom fields, streamlined billing and invoicing workflows, and expanded support for stocked items, investment projects, and migrations to the modern architecture.

Microsoft Dynamics 365 Human Resources can enhance the hire-to-retire journey with Microsoft Entra ID and Microsoft Viva Connections integration to help reduce duplication. New agentic capabilities will be introduced to streamline onboarding with guided experiences and automation. Recruiter assist will also now support job description generation and interview assistance, helping to improve efficiency across hiring and onboarding.

Microsoft Dynamics 365 Commerce advances in-store experiences by providing a mobile-first point-of-sale that provides business continuity even during a business outage. Improvements to the Adyen payment connector allows modern payments like Pay by Link across channels, offering more purchasing options for omnichannel customers. Additionally, omnichannel unified pricing enables retailers to establish more intricate pricing structures, helping them remain competitive.

Microsoft Dynamics 365 Business Central introduces AI agents to enhance efficiency and automation in the 2025 release wave 2. These agents seamlessly integrate to execute complex tasks, generate reports, automate processes, and optimize order creation using natural language processing. Additionally, this release focuses on quality management, subcontracting, sustainability, and e-document capabilities.

Highlights from Microsoft Power Platform and Microsoft Copilot Studio

2025 release wave 2 updates for Microsoft Power Platform bring new and updated ways for organizations to analyze, act on, and automate data to digitally transform their businesses.

Microsoft Copilot Studio continues its journey to make agent creation and operation even easier and more powerful with autonomous agents in Microsoft 365 Copilot, the ability to build complete teams of agents that work seamlessly together, and improved governance for enterprise scalability. Copilot Studio will offer even deeper integration with Azure AI Foundry and the Microsoft Graph, helping to ensure your agents can use the latest AI technology in coordination with your data in Microsoft Graph. Watch this video to discover how the latest enhancements to Copilot Studio can benefit your business.

Microsoft Power Apps enhances human and agent collaboration with a new agent feed to supervise the work of agents and extensible built-in agents for common tasks like enter, explore, visualize, and summarize data. Bring business problems to Plan Designer and a team of agents will help you build enterprise solutions, including apps, agents, Microsoft Power BI reports, and more. Vibe code with the App Agent to create data-connected experiences—just describe what you need or provide an image, and it can be done.

Microsoft Power Pages enables businesses to build secure, data-driven portals effortlessly. In this wave, we will further expedite site building for low-code makers and pro developers to help build intelligent sites for your employees, customers, and partners. The introduction of enhanced security agent features will further empower low-code makers, pro developers, and admins with actionable insights and abilities for securing their websites.

Microsoft Power Automate is transforming how enterprises automate complex business processes through new human-in-the-loop experiences, such as advanced approvals and AI-native capabilities, such as generative actions and intelligent document processing. To manage complex automations at scale, a comprehensive suite of governance, observability, and security controls will be introduced to the Automation Center and Power Platform admin center.

Microsoft Dataverse continues to serve as a trusted low-code data platform, enabling the creation of scalable agents, Copilot applications, and automations. This update introduces enhancements to core agentic capabilities, including Dataverse for Agents and Dataverse Search to support smarter, AI-ready experiences. New features such as Dataverse Model Context Protocol (MCP) Server and AI-powered business logic tools further expand the ability to build dynamic, intelligent solutions grounded in enterprise data.

Microsoft Power Platform governance and administration will become the unified governance hub for managing intelligent agents, agent-driven apps, and automated workflows across the Microsoft ecosystem in this release wave. This will provide a secure, governable, reliable platform for agent development.

Updates to Copilot offerings

Agents for Microsoft 365 Copilot help maximize business impact across sales, service, and finance. Learn more about the 2025 release wave 2 updates for Copilot offerings. Agent updates for sales will help sellers work smarter, engage strategically, and close deals faster. Agent updates for service will expand CRM connectivity and enhance email insights and drafting—all within the tools reps use daily. Updates for finance will offer easily customizable agents that can be launched from familiar tools like Excel, boosting efficiency and insight.

Early access period

Starting August 4, 2025, customers and partners can validate the latest features in a non-production environment. These updates include user experience enhancements that will be automatically enabled in production environments by October 2025. Take advantage of the early access period to test these updates and effectively plan for your customer rollout. Explore the 2025 release wave 2 early access features for Dynamics 365 and Microsoft Power Platform or visit the early access FAQ page for more information.

For a complete list of new capabilities, please refer to the Dynamics 365 2025 release wave 2 plan, the Microsoft Power Platform 2025 release wave 2 plan, and Copilot offerings 2025 release wave 2. We also encourage you to share your feedback in the community forums for Dynamics 365 and Microsoft Power Platform.

The post 2025 release wave 2 plans for Microsoft Dynamics 365, Microsoft Power Platform, and Role-based Microsoft Copilot offerings appeared first on Microsoft Dynamics 365 Blog.

Microsoft is introducing a powerful Exchange integration feature in Dynamics 365 Field Service, designed to seamlessly sync work order bookings with Outlook and Teams calendars. This feature lets technicians see their work assignments, personal appointments, and other work meetings in one place. 

How it works 

With this integration, work order bookings from Dynamics 365 Field Service will automatically appear on resources’ Outlook and Teams calendars, provided they are set up for syncing. The synchronization process is: 

• One-way sync from Dynamics 365 to Exchange. 

• Fast and efficient, with a maximum sync time of 15 minutes. 

• Seamless—technicians no longer need to switch between applications to track their schedules. 

Key benefits 

This feature provides significant advantages for organizations managing field operations: 

• Enhances workforce efficiency by allowing technicians to operate entirely within Outlook. 

• Reduces scheduling confusion, ensuring all work orders and personal commitments are visible in one calendar. 

• Supports a modern experience, enabling frontline workers to use the Microsoft ecosystem for a seamless workflow. 

Getting started: Setup and requirements 

To enable the Exchange integration, organizations must meet the following prerequisites: 

• You must have an Exchange admin role for your tenant and either a Dynamics 365 System Admin role or the delegated mailbox approver role in Dynamics 365. 

• Exchange Server and Field Service must be in the same tenant. 

Availability and early access 

The Exchange integration preview is available starting April 2024! It will be available more broadly in Release wave 2 2025. 

Organizations interested in the Exchange integration preview can sign up or leave their email for more information by signing up here today. You’ll need to provide: 

• Org IDs for the organizations opting into the feature early. 

• A contact email for coordination with the product team. 

The post Integrate Field Service bookings with Outlook and Teams  appeared first on Microsoft Dynamics 365 Blog.

In today’s fast-paced digital era, many organizations are still relying on paper to capture inspection results. This method not only creates a lack of digital footprint but also demands significant effort to digitize the data. As organizations strive to transition to a digital world, the need for efficient data management becomes paramount. We are excited to introduce a preview for the inspection builder feature in Dynamics 365 Field Service.

The inspection builder addresses these challenges head-on, enabling organizations to seamlessly move from paper-based processes to a digital experience. It uses the power of Copilot to streamline inspection template creation, saving you time and effort in your journey to digitalize inspection workflows.

Meet the inspection builder

We’ve designed the inspection builder preview to take the hassle out of the process to digitize inspections. Whether you have images or PDF documents of the existing inspection forms – you don’t need to manually recreate each question in the Field Service inspection designer anymore. Simply upload the forms and let Copilot in Field Service do the heavy lifting. In no time, you will get the first draft that you can quickly tweak and publish for your technicians in the field.

It’s fast and context aware.

Inspection builder accounts for the context and uses the question types most appropriate for the content. For example, in the conversion example below, it added a date picker for date question from the form. It also recognizes other questions formats. For example, it created radio box options for each of the yes and no questions. With mobile data entry in mind, it also broke the table down into individual questions for easier data entry.

Inspection builder generates templates using the default “comfort” layout. However, you can change the layout to “compact” to better suit mobile devices.

Use the inspection builder

An administrator can enable this feature in Field Service Settings. Turn the Create inspection templates option on.

Explore the Create with Copilot option in the command bar on Inspection Templates in the Field Service app.

If it’s not immediately visible, check the overflow menu.

Upload the file and let Copilot give you a first draft of the template in the inspection designer.

Get ready for the future of inspections

We are excited to have you try this feature and look forward to your feedback. For more information, have a look at the inspection builder documentation. This is just the first of the updates we are expecting for inspections in Field Service in 2025. Stay tuned for more news and let us know how we can make this tool even better for your needs.

The post Inspection builder preview: digital transformation made easy with AI appeared first on Microsoft Dynamics 365 Blog.

Recurring maintenance, inspections, or repairs are common use cases for service-based organizations. Agreements in Dynamics 365 Field Service help streamline recurring operations consistently. You define the terms and conditions of your service contracts, such as frequency, duration, resources, products, and services involved–automate recurring work orders in Field Service. Through agreements, you can automate work order and booking generation, eliminating the need for manual creation and reducing administrative overhead. Providing services proactively can lead to better experiences for your customers and offer simple renewal and upsell opportunities. 

In this blog post, we’ll expand on the documentation about customer agreements  with a practical scenario setting up a Field Service agreement. We’ll discuss some best practices to help you maximize the benefits of automated, recurring service delivery. 

Sample scenario: Monthly service contract with a hospital 

Contoso provides maintenance services for hospitals. One of our customers wants us to recharge fire extinguishers quarterly and replace the filters for dialysis machines every month. Let’s have a look at how we can use agreements to automate recurring work orders in Field Service to address this scenario. 

Create an agreement 

Before creating an agreement, we need to consider who owns the agreement. We recommend using a system user or team user because agreement processes run with the permissions of the owner. In case it’s set to an individual and that person leaves the organization, the agreement will break. 

Fill in the agreement details such as start date, end date, service account, and price list. Then, we need to define the work orders to be generated and set up the corresponding agreement booking setup. For this scenario, we’ll create one work order every three months for fire extinguishers and one work order per month for each of the two dialysis machines at the hospital. Hence, we need to set up three agreement booking setup records which are tied to the same agreement. 

Set up quarterly work order generation 

An agreement booking setup record defines the recurrence and properties of the work orders that the system will generate. In this example, we create the work order a week ahead of the month they need to be performed in. This proactively load balances work each month. Set Generate Work Order Days in Advance to 7 days in the Work Order Settings section instead of using the agreement booking setup’s recurrence. This way we separate the terms of the agreement from when we need the work orders generated by for planning. 

We can also choose to have bookings automatically created against the generated work orders by enabling the Auto Generate Booking option. This creates the booking for the preferred resource according to the other options set in the booking settings of the agreement booking setup record. Keep in mind that these bookings don’t consider any other logic like the resource’s availability or working hours.  

The pre and post booking flexibility and time window fields help set up the work order to be scheduled via the schedule assistant. By setting the Post Booking flexibility to 30, we are setting the promised time window on the work order from the first of the month to 30 days later. The promised time window of generated work orders will always stay within the agreement start and end date, regardless of the booking flexibility window. 

Next, we need to set the Booking Recurrence to make sure we honor the terms of our service contract. For the quarterly fire extinguisher maintenance, we set the recurrence pattern to repeat monthly and create work orders on the first weekday of every third month. The start date corresponds to the start date of the agreement and has no end date defined.  .  

Monthly work order generation for assets 

The agreement booking setup details will be like the fire extinguisher maintenance.  

The filter maintenance for the dialysis machines needs to happen every month, so we set the recurrence pattern to the first day of every month for both agreement booking setup records. Like the quarterly recurrence, we set the start date to the start of our agreement contract with no end date. 

Because the dialysis machines exist as customer assets in our Field Service database, we use an incident type to apply a template with the right services, products, or characteristics for the work. Defining the incident type helps us set up recurring work orders for that asset. We will create two agreement booking setups, one for each asset. 

Activate and manage the Agreement 

With the fire extinguisher and dialysis machine maintenance in place, the agreement is ready for activation. Monthly and quarterly work orders will generate automatically, keeping the hospital’s critical assets up to date without manual intervention. 

When using many agreements to generate thousands of records, stagger their generation times to optimize the load on the system. You can use the Record Generate Time field to coordinate the timing or schedule of the load outside of business hours. 

To manage this agreement effectively: 

• Monitor and Adjust: Regularly review the work orders generated to ensure they meet contract terms and adjust as needed. 

• Prepare for Renewals: Use the regular touchpoints created by this agreement to assess additional client needs, preparing for renewals and potential upselling opportunities. 

Field Service agreements offer a powerful way to automate recurring work orders and other services, ensuring consistency and reducing administrative strain so businesses can deliver reliable service and focus on client satisfaction. 

As you try out agreements, we would love to hear how you think agreements should work and what you would like to see next in the product! Please connect with us on our community Ideas Portal! 

The post Use agreements in Field Service to automatically generate recurring work orders  appeared first on Microsoft Dynamics 365 Blog.

We’re thrilled to introduce the public preview release of Scheduling Operations Agent, a feature for Dynamics 365 Field Service enabling dispatchers to improve technician schedules quickly and efficiently. Transform dispatching in Dynamics 365 Field Service today!

In field service organizations, scheduling is not just an operational task, it is a promise to customers about when their issues will be addressed. Traditionally, this complex process requires dispatchers to juggle numerous factors including technician skillsets, travel time, and promise windows. As conditions change throughout the day, such as traffic delays or appointment cancellations, dispatchers spend a lot of manual effort with time-consuming and intricate workflows to update schedules. 

The Scheduling Operations Agent allows dispatchers to quickly and easily optimize technician schedules within seconds, ensuring that your customers receive timely and efficient service. You can enable this agent to transform dispatching in your Dynamics 365 Field Service environment using the instructions here. 

Optimizing technician schedules with custom settings 

Wherever you are in the Dynamics 365 Field Service application, reviewing work orders or analyzing the schedule board, you can use Copilot to bring up the Scheduling Operations Agent. After specifying the technician for whom you want to optimize the schedule, you can select among the optimization goals: 

• Maximize utilization: suggest a schedule so that the technician completes more work orders, taking priority and promise windows into consideration while minimizing travel time. 

• Front-load high priority work: prioritize the inclusion of more high priority work orders, at the expense of more travel time.  

When optimizing the schedule, the agent considers existing bookings as well as additional unfulfilled requirements. You can influence the schedule generated by the agent by crafting requirement views according to business objectives. For example, if you are trying to compensate for cancelled bookings, you may want to select requirements which have promise windows which are soon to expire. 

You can optimize the schedule over a time range that can be up to 72 hours in duration. 

Also, you can further influence how the agent produces a suggested schedule by specifying whether or not it should: 

• Match the characteristics of the bookings and requirements with those of the technician. 

• Match the territory of the bookings and requirements with those of the technician. 

• Consider the time constraints of the bookings and requirements. 

• Consider the historic traffic information (e.g. rush hour patterns) when calculating travel time.  

Read our documentation to learn more about adjusting the behavior of the agent. 

Optimize with confidence

When there are dozens of jobs to be scheduled, dispatchers need to have confidence in the optimization result. With each autonomous scheduling recommendation, dispatchers can delve into the details to review and approve, combining the efficiency of AI with the crucial oversight of experienced eyes. This collaboration ensures that every schedule is optimized and locked in with confidence. 

When using the Scheduling Operations Agent, the dispatcher can compare the original schedule with the suggested schedule in a Gantt chart and compare the travel routes. 

Learn more 

The Scheduling Operations Agent is now available in preview to customers with Dynamics 365 Field Service. Its use requires Copilot Studio capacity packs. To learn more about enabling the agent and using it, read the documentation. 

The post Transform dispatching in Dynamics 365 Field Service with Scheduling Operations Agent  appeared first on Microsoft Dynamics 365 Blog.