Overview of Dynamics 365 Customer Service 2021 release wave 2
Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned
Dynamics 365 Customer Service is an end-to-end service for customer support, spanning self- and assisted-service scenarios across multiple channels of customer engagement. Customer Service provides comprehensive and efficient case routing and management for agents, knowledge base to author and consume knowledge articles, and robust insights through AI suggestions and rich embedded analytics. It also provides add-ons for omnichannel engagement through chat and social channels and voice.
For 2021 release wave 2, we are focused on the following areas:
- Enable customers to be up and running quickly.
- Deliver the all-in-one contact center.
- Improve knowledge authoring and management.
- Transform contact center routing.