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.
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 agent experience is the heart of Dynamics 365 Customer Service. The key to improving satisfaction in service delivery is enabling agents to handle multiple interactions at a time, interact with multiple apps without losing context, and enhance their workflow with productivity tools.
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.
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.
Product setup enables customers to get up and running quickly by providing simplified, interactive first-run and administrative Customer Service experiences.
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.
Intelligent work item classification and omnichannel routing capabilities allow flexibility and automation of AI-enabled workflows that increase routing efficiency and decrease human effort.
Admins, makers, marketers, or analysts, automatically
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Apr 10, 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.
Ce parcours d’apprentissage porte sur les fonctionnalités de gestion des incidents de Dynamics 365 Customer Service, notamment les options permettant de créer des incidents, de gérer les procédures de résolution des incidents, d’utiliser les hiérarchies d’incident et de fusionner les incidents similaires. Les files d’attente peuvent être utilisées pour maintenir et gérer les charges de travail des cas pour les agents du service client.
Améliorez les processus métier pour les fonctions de service client, telles que la création automatique de cas et la gestion des files d’attente avec Service clientèle Microsoft Dynamics 365.
) shows which features have been released for public preview or early access and for public preview, early access, and general availability.