Microsoft rolled out Fluent v2.0 for Dynamics 365 Customer Service in November 2025, marking its most significant interface overhaul to date. Paired with the Agentic AI capabilities introduced in the 2025 Release Wave 2, the platform is clearly moving beyond traditional case management toward a more autonomous, AI-assisted service model.
The design is cleaner.
The AI capabilities are more advanced.
And the potential to streamline customer service operations is real.
But here’s the reality many organizations underestimate…
“Having access to powerful tools doesn’t mean you’re using them effectively!”
So how can organizations use it effectively – to know that let’s first understand what new and what change it brings!
Fluent v2.0 is an Interface Modernization which should not be considered just as a visual refresh. It introduces Microsoft’s next-generation design language across Dynamics 365 Customer Service, with a focus on usability, accessibility, and cognitive load reduction.
From a technical and operational perspective, the update brings:
– WCAG 2.1–compliant accessibility improvements
– A refined navigation hierarchy using updated color and shadow tokens
– An island-style inbox with rounded UI elements that make conversation handling more intuitive
– A redesigned Copilot interface with improved message input and icon placement
– Cleaner, more interactive timeline controls for tracking case history
These changes reduce friction for agents—but they don’t change how your service operation works by default.
This is where companies typically reference Microsoft Fluent UI and Dynamics 365 Customer Service UI updates.
The most impactful changes arrive with agentic AI, introduced as part of the 2025 Release Wave 2. These are not simple AI assistants. They are autonomous agents designed to manage entire workflows.
1. Case Management Agent – This agent can automatically create cases when live chat conversations are accepted, populate required fields using conversation context, send follow-up emails, and—in certain scenarios—resolve cases without manual intervention. For many service teams, this directly addresses the administrative overhead that consumes a significant portion of agent time.
2. Customer Knowledge Management Agent – This agent analyses case notes, conversations, and emails to identify gaps in existing documentation. It can draft new knowledge articles in minutes, helping organization’s keep their knowledge base current as new issues emerge.
3. AI-Powered Unified Routing – Routing decisions are no longer based solely on availability. The enhanced routing engine evaluates case complexity, agent skills, workload, and even customer sentiment to route work intelligently across chat, email, voice, and digital channels. It also supports percent-based routing and overflow management for better resource utilization.
4. Model Context Protocol (MCP) Integration – MCP enables external AI assistants—such as ChatGPT or Claude—to integrate directly with Dynamics 365. This allows organizations to create custom AI workflows that extend beyond Microsoft’s native capabilities and align more closely with their broader AI ecosystem.
5. Copilot for Email Composition – Email composition now supports prompt-driven template autofill. Templates can include embedded prompts, allowing Copilot to dynamically populate content. Agents can also enter custom prompts, with Copilot selecting and applying the most relevant template automatically—reducing composition time and improving consistency.
This is the pattern we have seen repeatedly.
Organizations invest in Dynamics 365, get excited about Fluent v2.0 and agentic AI, roll the update out—and then results fall short.
– AI suggestions don’t reflect real business context.
– Routing doesn’t align with how teams actually work.
– Cases are created with fields that don’t match internal processes.
– Knowledge articles are drafted in formats that don’t meet documentation standards.
The reason why this happens is simple…
“Out-of-the-box configurations are built for generic service models, not your business model!”
Every customer service operation has its own reality—industry-specific compliance requirements, specialized products, established escalation paths, SLA commitments, and dependencies on existing systems.
Microsoft provides powerful building blocks, but without deliberate customization, those blocks rarely assemble into something that works seamlessly.
At CCIT, implementation is not about turning features on. It’s about designing a service architecture that turns platform capability into measurable outcomes.
Agentic AI delivers value only when it understands your business logic.
But we configure:
Custom case creation logic, ensuring agents capture the right data, populate custom fields correctly, and trigger the appropriate workflows
Knowledge article generation, aligned to your organization’s structure, tone, and compliance standards
Copilot prompt engineering, so AI responses reflect your brand voice, industry terminology, and regulatory requirements
For regulated industries, this level of control isn’t optional—it’s essential.
Unified routing becomes effective only when it mirrors real operations.
At CCIT we design routing strategies that account for:
– Skills, certifications, and experience levels
– Customer tiers and priority handling
– SLA commitments and escalation thresholds
– Load balancing across time zones and teams
– Channel-specific workflows for chat, email, voice, and social
The goal is not faster routing—it’s right-first-time resolution.
Customer service does not exist in isolation.
We integrate Dynamics 365 Customer Service with:
– CRM and ERP platforms to provide full customer context
– Custom applications, product databases, billing, and inventory systems
– Collaboration tools such as Microsoft Teams or Slack
– External AI tools via MCP, creating a cohesive AI ecosystem
This ensures agents work from a single, consistent source of truth.
When native configuration reaches its limits, CCIT’s development teams step in.
This includes:
– Custom agent interfaces tailored to specific workflows
– Automation using Power Automate for repetitive or multi-system tasks
– Custom reporting and dashboards focused on business-relevant KPIs
– Industry-specific extensions addressing regulatory or operational complexity
Even the best implementation fails without adoption.
CCIT supports organisations with:
– Role-based training tailored to the configured system
– Phased rollout strategies to avoid overwhelming teams
Continuous optimisation based on real usage and performance data
When Dynamics 365 Customer Service is implemented correctly, organisations typically see:
Significant reductions in average handling time
– Higher first-contact resolution through intelligent routing
– Strong user adoption because the platform fits real workflows
– Improved customer satisfaction through faster, more informed responses
– Scalability without proportional increases in headcount
This is where Fluent v2.0 moves from being a UI upgrade to a business enabler.
Microsoft’s Fluent v2.0 update and Wave 2 Agentic AI capabilities represent genuine progress in customer service technology. But innovation alone doesn’t deliver value.
Value comes from alignment—between technology, people, and process.
CCIT specialises in bridging the gap between Microsoft’s powerful, generic platform and the realities of complex service operations. Our developers and consultants ensure every capability is configured to support your business, not force it into a template.
The question isn’t whether Microsoft’s latest updates are impressive..
The question is – is it set up to use it right?
If you’re reviewing Fluent v2.0 or reassessing how Dynamics 365 supports your service teams, CCIT can help you turn capability into impact.
From platform assessment and implementation to integration, training, and ongoing optimization—we help organisations make Dynamics 365 Customer Service work the way they need it to.
CCIT Cloud (CocoonIT Services) is an expert Microsoft Cloud Solutions and Implementation Partner. Organisations around the globe, partner with CCIT to harness the full potential of Microsoft Dynamics, Azure Cloud and Power Platform.