Overview of Dynamics 365 Customer Service 2019 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, self-support and assisted-support service that supports multiple channels of customer engagement, provides comprehensive and efficient case routing and management for agents, and enables authoring and consumption of knowledge management articles. For wave 2 of 2019, we are focused on the following three areas:

  • Agent productivity: Delivering improvements that help agents be more productive such as improved email authoring experiences and timeline enhancements.

  • Omnichannel for Customer Service: Enabling customers to experience a seamless personalized service as they switch across support channels.

  • Service insights: Investing in improved insights for supervisors and managers to drive better business decisions.

The next sections offer details on the specific features being released across these areas.

Watch overview video