What's new and planned for Dynamics 365 Customer Service
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
This topic lists features that are planned to release from April 2022 through September 2022. 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 2021 release wave 2 plan.
- For a list of the next wave's release plans, go to 2022 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.
Administrator experiences
An intuitive, modern administration experience is the key to quickly setting up Dynamics 365 Customer Service and using its features.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Forecast case and conversation volumes | Users by admins, makers, or analysts |
Apr 25, 2022 |
- | - |
| Visual customization of Power BI embedded analytics | Users by admins, makers, or analysts | - | - |
Apr 4, 2022 |
| Simplify administration with new Customer Service admin center application | Admins, makers, marketers, or analysts, automatically |
Feb 28, 2022 |
- |
Apr 28, 2022 |
Agent experiences
Enabling agents to handle multiple interactions, interact with multiple apps without losing context, and enhance their workflows with productivity tools.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Improvements to the Case grid | Users by admins, makers, or analysts |
Jul 31, 2022 |
- | - |
| Enhanced experience of using email templates while composing an email | Users by admins, makers, or analysts | - | - |
Apr 1, 2022 |
| Inbox enhancements to help improve agent productivity | Users by admins, makers, or analysts | - | - |
Apr 1, 2022 |
| Scheduling and IoT capabilities in Customer Service workspace | Users, automatically | - |
Jan 31, 2022 |
Apr 1, 2022 |
| User-initiated feedback in product | Users, automatically | - |
Jan 31, 2022 |
Apr 4, 2022 |
| Enhanced experience for creating email templates | Users by admins, makers, or analysts |
May 1, 2022 |
- |
Jul 15, 2022 |
Communities
Enable effortless and reliable self-service at scale with company and community-generated content like questions and answers, knowledge articles, and product or service feedback.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Engage with customers in Dynamics 365 Customer Service Community | Users by admins, makers, or analysts | - | - |
Apr 4, 2022 |
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 |
|---|---|---|---|---|
| Analytics for knowledge articles and search terms | Users, automatically | - |
Jan 31, 2022 |
Apr 1, 2022 |
| Usability enhancements to knowledge article search | Users, automatically | - |
Jan 31, 2022 |
Apr 1, 2022 |
| Configure knowledge search control for application side pane | Admins, makers, marketers, or analysts, automatically |
Feb 1, 2022 |
- |
Apr 1, 2022 |
| Dataverse search integration for knowledge management on portals | Users by admins, makers, or analysts | - | - |
Apr 22, 2022 |
| Search knowledge articles using a Power Virtual Agents bot | Users by admins, makers, or analysts |
Apr 15, 2022 |
- |
Aug 31, 2022 |
Omnichannel
Omnichannel engagement enables instant engagement and connectivity between agents and customers, and gives supervisors real-time visibility into operational efficiency.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Digital messaging support for Apple Messages for Business | Users by admins, makers, or analysts |
Apr 1, 2022 |
- | - |
| Elevate Microsoft Teams channel chat to voice and video | Admins, makers, marketers, or analysts, automatically |
Apr 30, 2022 |
- | - |
| APIs for queue and agent availability | Admins, makers, marketers, or analysts, automatically | - | - |
Apr 4, 2022 |
| Digital messaging support for Google’s Business Messages | Users by admins, makers, or analysts | - | - |
Aug 1, 2022 |
Service-level agreements
Service-level agreements enable businesses to track support policies and ensure that customers are supported as per their entitled support policy.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Custom time calculation in service-level agreements | Users by admins, makers, or analysts | - | - |
Apr 1, 2022 |
| Usability enhancements in service-level agreements | Admins, makers, marketers, or analysts, automatically | - | - |
Apr 1, 2022 |
Teams integration
Provide your agents with seamless integrations between Dynamics 365 and Microsoft Teams.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Resolve complex cases using intelligent swarming | Users by admins, makers, or analysts |
Apr 4, 2022 |
- | - |
| AI-generated conversation summary sets context for Teams-based collaboration | Users by admins, makers, or analysts |
May 24, 2022 |
- | - |
| Contextual collaboration using embedded Microsoft Teams | Users by admins, makers, or analysts | - | - |
Sep 2, 2022 |
| Interact with Dynamics 365 records directly in Microsoft Teams meetings | Users by admins, makers, or analysts |
Apr 4, 2022 |
- | To be announced |
| Provide AI-suggested contacts for Teams-based collaboration | Users by admins, makers, or analysts |
May 24, 2022 |
- | To be announced |
Unified routing
Intelligent work item classification and omnichannel routing capabilities enable the flexibility and automation of AI-enabled workflows.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Enhancements in diagnostics for unified routing | Admins, makers, marketers, or analysts, automatically | - | - |
Apr 7, 2022 |
| Fallback queues for unified routing | Admins, makers, marketers, or analysts, automatically | - | - |
Apr 7, 2022 |
* You are able to opt into some features as part of early access on January 31, 2022, 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.