Overview of Dynamics 365 Customer Service 2021 release wave 1
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-service scenarios across multiple channels of customer engagement. Customer Service provides comprehensive and efficient case routing and management for agents. It also provides add-ons for insights and omnichannel engagement, and enables authoring and consumption of knowledge management articles. For 2021 release wave 1, we are focused on the following areas:
- Enable customers to be up and running quickly.
- Deliver the all-in-one contact center.
- Transform contact center routing.