What's new and planned for Dynamics 365 Customer Service

This topic lists features that are planned to release from April 2020 through September 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

Customer Service empowers every organization to provide the best customer experiences and outcomes with purpose-built tools that ensure thorough case management and efficient issue resolution.

Feature Enabled for Public preview Early access* General availability
Automatically create and update records Admins, makers, or analysts, automatically - This feature is released. Feb 1, 2020 This feature is released. Apr 1, 2020
Connected Customer Service (IoT + Customer Service) End users by admins, makers, or analysts - This feature is released. Feb 1, 2020 This feature is released. Apr 1, 2020
Lookup filtering enhancements in Unified Interface End users, automatically - This feature is released. Feb 1, 2020 This feature is released. Apr 1, 2020
Agent productivity enhancements to knowledge capabilities End users, automatically - This feature is released. Feb 3, 2020 This feature is released. Apr 1, 2020
Configurable case resolution page End users, automatically - This feature is released. Feb 3, 2020 This feature is released. Apr 1, 2020
Customer Service app available for users with Team Member license End users, automatically - This feature is released. Feb 3, 2020 This feature is released. Apr 1, 2020
Customer Service Hub app is now available by default End users, automatically - This feature is released. Feb 3, 2020 This feature is released. Apr 1, 2020
Enhancements in service level agreements End users, automatically - This feature is released. Feb 3, 2020 This feature is released. Apr 1, 2020
Enhancements in the queue page End users, automatically - This feature is released. Feb 3, 2020 This feature is released. Apr 1, 2020
Familiar, modern email experience for agents End users, automatically - This feature is released. Feb 3, 2020 This feature is released. Apr 1, 2020
License enforcement – users with new Team Member licenses End users, automatically - This feature is released. Feb 3, 2020 This feature is released. Apr 1, 2020
New work hour calendar in Service Scheduling End users by admins, makers, or analysts - This feature is released. Feb 3, 2020 This feature is released. Apr 1, 2020
Rich text notes and keyword search in the timeline End users, automatically - This feature is released. Feb 3, 2020 This feature is released. Apr 1, 2020
Support for Site entity in Unified Interface End users, automatically - This feature is released. Feb 3, 2020 This feature is released. Apr 1, 2020
Unified Interface enablement of case routing rules Admins, makers, or analysts, automatically - This feature is released. Feb 3, 2020 This feature is released. Apr 1, 2020

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 across digital messaging channels.

Feature Enabled for Public preview Early access* General availability
Digital messaging support for Microsoft Teams End users by admins, makers, or analysts This feature is released. Apr 1, 2020 - -
Digital messaging support for WhatsApp through Twilio End users by admins, makers, or analysts This feature is released. Apr 1, 2020 - -
Agent macro enhancements End users by admins, makers, or analysts - - This feature is released. Apr 1, 2020
Agent quick reply categorization End users by admins, makers, or analysts - - This feature is released. Apr 1, 2020
Desktop notifications for incoming conversations End users by admins, makers, or analysts - - This feature is released. Apr 1, 2020
Digital messaging support for LINE End users by admins, makers, or analysts - - This feature is released. Apr 1, 2020
Digital messaging support for SMS through Twilio End users by admins, makers, or analysts - - This feature is released. Apr 1, 2020
Digital messaging support for Twitter End users by admins, makers, or analysts - - This feature is released. Apr 1, 2020
Digital messaging support for WeChat End users by admins, makers, or analysts - - This feature is released. Apr 1, 2020
Elevate live chat conversations to a voice/video call End users by admins, makers, or analysts - - This feature is released. Apr 1, 2020
Omnichannel supervisor experience enhancements End users by admins, makers, or analysts - - This feature is released. Apr 1, 2020
Routing and work distribution enhancements End users by admins, makers, or analysts - - This feature is released. Apr 1, 2020
Co-browse capabilities through third-party providers Admins, makers, or analysts, automatically This feature is released. Jan 31, 2020 - This feature is released. Apr 1, 2020
Remote desktop capabilities through third party Admins, makers, or analysts, automatically This feature is released. Jan 31, 2020 - This feature is released. Apr 1, 2020
Conversation message and message sentiment shift notification End users by admins, makers, or analysts - - This feature is released. Apr 3, 2020

* Some features are available for you to opt-in as part of early access on February 3, 2020, 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 and data centers (regions), go to the Dynamics 365 and Power Platform availability page.