What’s new and planned for Dynamics 365 for Customer Service

This topic lists features that are planned to release between April and September 2019. Previews for some features will start in February 2019.

These release notes describe functionality that may not have been released yet. Delivery timelines and projected functionality may change or may not ship (see Microsoft policy).

When a month is used in the Date column, the feature will be delivered sometime within that month. The delivery date can be any day within that month, not just on the first day of the month.

For a list of the regions where Dynamics 365 business applications are available, see the International availability guide.

Feature Release type Date
Core Customer Service
Case resolution extensibility General Availability June 2019
End-user enhancements: usability Public Preview March 2019
Knowledge article templates Public Preview March 2019
Knowledge management analytics Public Preview April 2019
Use Google Chrome browser to host web applications in Unified Service Desk Public Preview March 2019
Use Channel Integration Framework with Unified Service Desk Public Preview March 2019
Omni-channel Engagement Hub
Multi-session agent experiences (Unified Service Desk) General Availability July 2019*
Multi-session agent experiences (Web) Public Preview April 2019
Supervisor experiences General Availability July 2019*
Unified routing and work distribution General Availability July 2019*
Live chat channel General Availability July 2019*
Portal messaging General Availability July 2019*
SMS Public Preview March 2019
Enable customers to bring their bots Public Preview April 2019

* Canada, United States, GCC, and Europe in July 2019, followed by rollout to other geographies.