What's new and planned for Dynamics 365 Customer Service

This topic lists features that are planned to release from October 2020 through March 2021. Because this topic lists features that may not have released yet, delivery timelines may change and projected functionality may not be released. For more information, go to Microsoft policy.

For a list of the previous wave's release plans, go to 2020 release wave 1 plan.

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 date of release.

This check mark ( ) shows which features have been released for public preview or early access and for public preview, early access, and 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
Embedded analytics for customer service managers Users by admins, makers, or analysts Oct 1, 2020 -
Knowledge search historical analytics Users by admins, makers, or analysts Oct 1, 2020 -
Search for knowledge content in external sources Users by admins, makers, or analysts Oct 1, 2020 -
Rich text control with embedded images Users by admins, makers, or analysts - Oct 1, 2020
IoT alert measures and service history Users by admins, makers, or analysts Feb 1, 2020 Oct 1, 2020
Activity monitoring for automatically created records Admins, makers, marketers, or analysts, automatically Aug 3, 2020 Oct 1, 2020
Agent suggestions for knowledge Users by admins, makers, or analysts Aug 3, 2020 Oct 1, 2020
Agent suggestions for similar cases Users by admins, makers, or analysts Aug 3, 2020 Oct 1, 2020
Configuration experience for timeline in the new form designer Admins, makers, marketers, or analysts, automatically Aug 3, 2020 Oct 1, 2020
Create and configure device properties Users by admins, makers, or analysts Aug 3, 2020 Oct 1, 2020
Customer Service workspace – new multisession app Users by admins, makers, or analysts Aug 3, 2020 Oct 1, 2020
Enable silent, seamless migration from legacy to Unified Interface service scheduling experience Users, automatically Aug 3, 2020 Oct 1, 2020
Enhanced knowledge articles editing and view experience Users, automatically Aug 3, 2020 Oct 1, 2020
Familiar, modern email template experience for agents and administrators Users, automatically Aug 3, 2020 Oct 1, 2020
Insert knowledge articles into an email Users, automatically Aug 3, 2020 Oct 1, 2020
Intuitive email file attachment experience for agents Users, automatically Aug 3, 2020 Oct 1, 2020
Main form dialog editing experience for queue item Users, automatically Aug 3, 2020 Oct 1, 2020
New forms and dashboards for Customer Service Users, automatically Aug 3, 2020 Oct 1, 2020
Tool to migrate rules for automatically creating records, service-level agreements from classic app to Customer Service Hub app Admins, makers, marketers, or analysts, automatically Aug 3, 2020 Oct 1, 2020
Usability enhancements for timeline Users, automatically Aug 3, 2020 Oct 1, 2020
SLA pause and resume enhancements Admins, makers, marketers, or analysts, automatically Sep 7, 2020 Oct 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
Persistent messaging for chat Users by admins, makers, or analysts Jan 2021 -
Embedding chat in mobile experiences Users by admins, makers, or analysts - Oct 1, 2020
Outbound messaging Users by admins, makers, or analysts Aug 3, 2020 Oct 1, 2020
Post-conversation surveys using Dynamics 365 Customer Voice Users by admins, makers, or analysts Aug 3, 2020 Oct 1, 2020
Real-time language translation of messages Users by admins, makers, or analysts Aug 3, 2020 Oct 1, 2020
Agent personalization of quick replies Users by admins, makers, or analysts Sep 1, 2020 Oct 1, 2020
Agent personalization of sound notifications Users by admins, makers, or analysts Sep 1, 2020 Oct 1, 2020
Agent suggestions for cases similar to the conversation Users by admins, makers, or analysts Sep 1, 2020 Oct 1, 2020
Agent suggestions for knowledge articles Users by admins, makers, or analysts Sep 1, 2020 Oct 1, 2020
App profile manager for multisession apps Users by admins, makers, or analysts Sep 10, 2020 Oct 1, 2020

* You are able to opt in to some features as part of early access on August 3, 2020, including all mandatory changes that affect users. To learn more, go to Early access FAQ.

Description of Enabled for column values:

  • Users, automatically: These features include changes to the user experience and are enabled automatically.

  • Admins, makers, marketers, or analysts, automatically: These features are meant to be used by administrators, makers, marketers, or business analysts and are enabled automatically.

  • 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 users.

For a list of the countries or regions where Dynamics 365 business applications are available, go to the International availability guide. For more information about geographic areas and datacenters (regions), go to the Dynamics 365 and Microsoft Power Platform availability page.