This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.
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 a comprehensive and efficient case-routing and management solution for agents. Agents can rapidly resolve customer issues with a unified interface that provides complete visibility into customer profiles, service level agreements, case timelines, and access to productivity tools such as business process flows and knowledge article recommendations. The community portal empowers customers to resolve issues on their own or through community engagement. All these capabilities are designed to help streamline resolution of customer issues in a consistent and effortless manner.