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

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.