Overview of Dynamics 365 Customer Service 2020 release wave 1

Important

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 scenarios across multiple channels of customer engagement. It provides comprehensive and efficient case routing and management for agents, and enables authoring and consumption of knowledge management articles. For wave 1 of 2020, we are focused on the following three areas:

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

  • Omnichannel for Customer Service: Expanding the range of supported channels and agent productivity tooling.

  • Connected Customer Service: Linking IoT diagnostics, IoT device updates, and case management to help organizations evolve a proactive and predictive service model.

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