What's new and planned for Dynamics 365 Customer Service Insights

This topic lists features that are planned to release from October 2019 through March 2020. Because this topic lists features that may not have released yet, delivery timelines may change and projected functionality may not be released (see Microsoft policy).

In the General availability column, the feature will be delivered within the month listed. The delivery date can be any day within that month. Released features show the full date, including the day of release.

This check mark (This feature is released. ) shows which features have been released for public preview or early access and for general availability.

Feature Enabled for Public preview General availability
Continuous topic improvement such as additional topic controls, opportunities for user feedback Admins, makers, or analysts, automatically Dec 2019 -
Improved integrations across business application products Admins, makers, or analysts, automatically Mar 2020
More insights across dashboards including improved navigation and new metrics to measure customer impact Admins, makers, or analysts, automatically Mar 2020
Support topic generation based on case titles in French, German, and Spanish Admins, makers, or analysts, automatically This feature is released. Aug 1, 2019 This feature is released. Oct 8, 2019
Improve Power Virtual Agents through topics for automation Admins, makers, or analysts, automatically - Dec 2019
Improved support for topic generation for non-English case titles Admins, makers, or analysts, automatically This feature is released. Oct 8, 2019 Dec 2019

Description of Enabled for column values:

  • End users, automatically: These features include change(s) to the user experience for end users and are enabled automatically.

  • Admins, makers, or analysts, automatically: These features are meant to be used by administrators, makers, or business analysts and are enabled automatically.

  • End users by admins, makers, or analysts: These features must be enabled or configured by the administrators, makers, or business analysts to be available for their end users.

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