What's new and planned for Dynamics 365 Customer Service
This topic lists features that are planned to release from April 2021 through September 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 2 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.
Agent experiences
The latest and most comprehensive agent experience in Dynamics 365 Customer Service is Customer Service workspace – an omnichannel, multisession, multiapp experience that supports intelligent work classification and enhanced routing capabilities.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Appointments data included in core service scheduling solution | Users by admins, makers, or analysts | - | - | Apr 2021 |
| Enhancement to Core Service Scheduling (URS based) – weekly and monthly view support in new schedule board | Users, automatically | - |
Feb 1, 2021 |
Apr 2021 |
| Enhancements to service scheduling in Unified Interface (non-URS based) | Users, automatically | - |
Feb 1, 2021 |
Apr 2021 |
| Navigation improvements for multisession apps | Users by admins, makers, or analysts | - | - | Apr 2021 |
| Visual improvements for multisession apps | Users, automatically | - |
Feb 1, 2021 |
Apr 2021 |
| Invoke Power Automate flows from macros in Customer Service workspace | Users by admins, makers, or analysts | - | - | Jul 2021 |
Agent productivity
Agent productivity tools enable easy knowledge base search, suggestions for similar knowledge articles and cases, and agent scripts with macros to automate tasks in common workflows.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Collaborate with organizational contacts within Dynamics 365 using Microsoft Teams | Users by admins, makers, or analysts | May 2021 | - | - |
| Multiple languages support for AI-suggested knowledge articles and similar cases | Users by admins, makers, or analysts | - | - | Apr 2021 |
| Use Edge WebView2 Process based on Chromium open source to host applications in Unified Service Desk | Users by admins, makers, or analysts | Apr 2021 | - | Jun 2021 |
Case management
Case management is the core record that tracks individual customer service issues across channels and agents over time.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Configuration to allow updates to cases in resolved and canceled status | Users by admins, makers, or analysts | - | - | Apr 2021 |
| Improved embedded analytics for customer service managers | Users by admins, makers, or analysts | - | - | Apr 2021 |
Email is a critical communication tool for agents to connect with customers during the support delivery lifecycle.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Improved user experience through email configurability | Admins, makers, marketers, or analysts, automatically | - |
Feb 1, 2021 |
Apr 2021 |
Knowledge management
A robust and detailed knowledge base helps agents find answers for customers faster and enables customers to self-serve through support portals.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Configure knowledge article search filters | Users by admins, makers, or analysts | - | - | Apr 2021 |
| Personalize language settings for knowledge article authoring, and filters for search experience | Users by admins, makers, or analysts | - | - | Apr 2021 |
| Knowledge search analytics | Users by admins, makers, or analysts |
Oct 1, 2020 |
- | Apr 2021 |
| Configure knowledge search control in the new form designer | Admins, makers, marketers, or analysts, automatically |
Feb 1, 2021 |
- | Apr 2021 |
| Federated knowledge search | Users by admins, makers, or analysts | - |
Feb 1, 2021 |
Apr 2021 |
| Knowledge article subgrid improvement | Users, automatically | - |
Feb 1, 2021 |
Apr 2021 |
Omnichannel chat
Chat is a widely desired channel through which customers prefer to reach customer support. Customers appreciate being able to chat with human agents when self-service options don’t allow them to solve their own issues.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Historical topic clustering for all channels | Users by admins, makers, or analysts | - | - | Apr 2021 |
| Embedded analytics for chat and digital messaging | Users by admins, makers, or analysts | - | - | Apr 2021 |
| Enhanced supervisor experiences for operational monitoring of chat and digital messaging | Users by admins, makers, or analysts | - | - | Apr 2021 |
| Modern administration experience for Omnichannel chat and digital messaging | Users by admins, makers, or analysts | - | - | Apr 2021 |
Omnichannel voice
Regardless of the variety of digital messaging channels now available to customers to reach support, phone calls continue to be one of the most popular ways through which customers want to receive support.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Call intelligence | Users by admins, makers, or analysts | - | - | Aug 2021 |
| Call recording | Users by admins, makers, or analysts | - | - | Aug 2021 |
| Call transcription and real-time sentiment analysis | Users by admins, makers, or analysts | - | - | Aug 2021 |
| Consult and transfer | Users by admins, makers, or analysts | - | - | Aug 2021 |
| Direct outbound calling | Users by admins, makers, or analysts | - | - | Aug 2021 |
| Embedded analytics for voice channel | Users by admins, makers, or analysts | - | - | Aug 2021 |
| Intelligent voicebot via Power Virtual Agents and Microsoft Bot Framework | Users by admins, makers, or analysts | - | - | Aug 2021 |
| Modern administration experience for Omnichannel voice (number management) | Users by admins, makers, or analysts | - | - | Aug 2021 |
| Modern administration for Omnichannel SMS via Communication Services (number management) | Users by admins, makers, or analysts | - | - | Aug 2021 |
| Supervisor monitoring and barge | Users by admins, makers, or analysts | - | - | Aug 2021 |
| Topic clustering for voice | Users by admins, makers, or analysts | - | - | Aug 2021 |
| Voice channel powered by Azure Communication Services | Users by admins, makers, or analysts | - | - | Aug 2021 |
Product setup
Product setup enables customers to get up and running quickly by providing simplified, interactive first-run and administrative Customer Service experiences.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Troubleshoot Dynamics 365 Customer Service issues with Solution Health Hub | Users by admins, makers, or analysts | - | - | Apr 2021 |
Service-level agreements
Service-level agreements (SLAs) enable businesses to track support policies and ensure customers are being supported per the support policy to which they are entitled.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| SLA usability improvements and enhancements | Admins, makers, marketers, or analysts, automatically | - | - | Apr 2021 |
Timeline
The timeline helps agents see all customer interaction history across channels, agents and sales, marketing, and support lifecycle.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Configuration enhancements for timeline in the new form designer | Admins, makers, marketers, or analysts, automatically | - | - | Apr 2021 |
| Modern administration experience for auto-post configuration | Admins, makers, marketers, or analysts, automatically | - | - | Apr 2021 |
| Usability enhancements for timeline | Users by admins, makers, or analysts | - | - | Apr 2021 |
| Status reason filter for timeline | Users, automatically | - |
Feb 1, 2021 |
Apr 2021 |
Unified routing
Intelligent work item classification and omnichannel routing capabilities allow flexibility and automation of AI-enabled workflows that increase routing efficiency and decrease human effort.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Dynamic assignment rules based on record values | Admins, makers, marketers, or analysts, automatically | - | - | Apr 2021 |
| Intelligent routing and assignment for entities and channels | Admins, makers, marketers, or analysts, automatically | - | - | Apr 2021 |
| Intelligent skill finder for improved classification | Users by admins, makers, or analysts | - | - | Apr 2021 |
| Modern authoring experience for classification and assignment rules | Admins, makers, marketers, or analysts, automatically | - | - | Apr 2021 |
| Out-of-the-box assignment strategies including round robin and highest capacity | Admins, makers, marketers, or analysts, automatically | - | - | Apr 2021 |
| Prioritization rules for work items used in agent assignment | Admins, makers, marketers, or analysts, automatically | - | - | Apr 2021 |
| Support for rule-based classification using attributes and related entities | Admins, makers, marketers, or analysts, automatically | - | - | Apr 2021 |
* You are able to opt in to some features as part of early access on February 1, 2021, 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.