What's new and planned for Dynamics 365 Customer Service

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.

Customer Service

Dynamics 365 Customer Service aims to enable businesses to differentiate themselves from their competition by providing world-class customer experiences.

Feature Enabled for Public preview Early access* General availability
Knowledge management inline image enhancement End users by admins, makers, or analysts - - This feature is released. Oct 1, 2019
Knowledge management search and rendering enhancement End users, automatically - This feature is released. Aug 2, 2019 This feature is released. Oct 1, 2019
Timeline usability enhancements End users, automatically - This feature is released. Aug 2, 2019 This feature is released. Oct 1, 2019
Service scheduling migration tool End users by admins, makers, or analysts This feature is released. Aug 1, 2019 - This feature is released. Oct 6, 2019
Knowledge article templates End users, automatically - This feature is released. Aug 2, 2019 This feature is released. Oct 7, 2019

Omnichannel for Customer Service

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service to enable organizations to instantly connect and engage with their customers via additional channels like Chat and SMS.

Feature Enabled for Public preview Early access* General availability
Unified routing for entity records End users by admins, makers, or analysts This feature is released. Aug 31, 2019 - This feature is released. Oct 25, 2019
Enable customers to integrate Microsoft Bot Framework bots with channels End users by admins, makers, or analysts This feature is released. Apr 1, 2019 - This feature is released. Nov 1, 2019
SMS channel End users by admins, makers, or analysts This feature is released. Apr 1, 2019 - This feature is released. Nov 1, 2019
Integration with Power Virtual Agents End users by admins, makers, or analysts This feature is released. Oct 31, 2019 - Dec 2019
Facebook messaging End users by admins, makers, or analysts This feature is released. Oct 1, 2019 - Jan 2020
Analytics for third-party channels End users by admins, makers, or analysts This feature is released. Oct 24, 2019 - Jan 2020
Bot-assisted agent guidance End users by admins, makers, or analysts This feature is released. Oct 24, 2019 - Jan 2020
Enhanced search experience End users by admins, makers, or analysts This feature is released. Oct 24, 2019 - Jan 2020
Macros End users by admins, makers, or analysts This feature is released. Oct 24, 2019 - Jan 2020
Notification customization End users by admins, makers, or analysts This feature is released. Oct 24, 2019 - Jan 2020
Proactive chat End users by admins, makers, or analysts This feature is released. Oct 24, 2019 - Jan 2020
Skill-based routing End users by admins, makers, or analysts This feature is released. Oct 24, 2019 - Jan 2020
User navigation history End users by admins, makers, or analysts This feature is released. Oct 24, 2019 - Jan 2020
Sentiment analysis enhancement End users by admins, makers, or analysts This feature is released. Oct 1, 2019 - Jan 2020
Dynamics 365 Channel Integration Framework v2 End users by admins, makers, or analysts This feature is released. Oct 24, 2019 - Jan 2020
Guide customer interactions with agent scripts End users by admins, makers, or analysts This feature is released. Oct 24, 2019 - Jan 2020
Multiple-provider support End users by admins, makers, or analysts This feature is released. Oct 24, 2019 - Jan 2020

* Some features are available for you to opt-in as part of early access on August 2, 2019, including all mandatory changes that impact end users. Learn more about early access.

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.

For more information about geographic areas, data centers (regions), data storage, and replication, click expand all on the Where your data is located page and find the Microsoft cloud service for this feature.