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 October 2021 through March 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 next wave's release plans, go to 2022 release wave 1 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 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.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Agent workspace inbox view | Users by admins, makers, or analysts | - | - |
Oct 4, 2021 |
| Usability improvements for agent workspaces | Users, automatically | - |
Aug 2, 2021 |
Oct 4, 2021 |
Agent productivity
Agent productivity tools enable easy knowledge base search, provide suggestions for similar knowledge articles and cases, allow for collaboration with contacts, and make available agent scripts with macros to automate tasks in common workflows.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Increase agent productivity with contextual collaboration using embedded Microsoft Teams | Users by admins, makers, or analysts |
Nov 5, 2021 |
- | - |
Case management
Case management helps businesses track customer issues across channels and over a period. Agents have full context of the support history and can manage the complete case lifecycle spanning creation, research, and resolution.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Improvements to the Universal Resource Scheduling-based service scheduling experience | Users by admins, makers, or analysts |
Aug 2, 2021 |
- |
Oct 4, 2021 |
| Modern control for subject entity | Users, automatically | - |
Aug 2, 2021 |
Oct 4, 2021 |
| Scheduling and IoT capabilities in Customer Service workspace | Users, automatically | - |
Aug 2, 2021 |
Oct 4, 2021 |
Communities
Enable effortless and reliable self-service at scale with company and community-generated content like Q&A, knowledge articles, and product/service feedback.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Community | Users by admins, makers, or analysts |
Oct 4, 2021 |
- |
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 |
|---|---|---|---|---|
| Relevance search integration for knowledge management in portals | Users by admins, makers, or analysts |
Dec 20, 2021 |
- | - |
| Usability improvements in knowledge management | Users, automatically | - |
Aug 2, 2021 |
Oct 4, 2021 |
| AI-suggested keywords and brief description for knowledge articles | Users by admins, makers, or analysts |
Oct 4, 2021 |
- |
Dec 20, 2021 |
Omnichannel voice
Despite the variety of digital messaging channels now available, phone calls continue to be one of the most popular channels through which customers want to receive support.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Call intelligence | Users by admins, makers, or analysts | - | - |
Nov 1, 2021 |
| Call recording | Users by admins, makers, or analysts | - | - |
Nov 1, 2021 |
| Call transcription and real-time sentiment analysis | Users by admins, makers, or analysts | - | - |
Nov 1, 2021 |
| Consult and transfer | Users by admins, makers, or analysts | - | - |
Nov 1, 2021 |
| Direct outbound calling | Users by admins, makers, or analysts | - | - |
Nov 1, 2021 |
| Embedded analytics for voice channel | Users by admins, makers, or analysts | - | - |
Nov 1, 2021 |
| Intelligent voice bot via Power Virtual Agents and Microsoft Bot Framework | Users by admins, makers, or analysts | - | - |
Nov 1, 2021 |
| Modern administration experience for Omnichannel voice (number management) | Users by admins, makers, or analysts | - | - |
Nov 1, 2021 |
| Modern administration for Omnichannel SMS via Communication Services (number management) | Users by admins, makers, or analysts | - | - |
Nov 1, 2021 |
| Supervisor monitoring and barge | Users by admins, makers, or analysts | - | - |
Nov 1, 2021 |
| Topic clustering for voice | Users by admins, makers, or analysts | - | - |
Nov 1, 2021 |
| Voice channel powered by Azure Communication Services | Users by admins, makers, or analysts | - | - |
Nov 1, 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 |
|---|---|---|---|---|
| Usability enhancements in service-level agreements | Users by admins, makers, or analysts | - | - |
Oct 4, 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 |
|---|---|---|---|---|
| Bring your own data to timeline | Users by admins, makers, or analysts | - | - |
Oct 4, 2021 |
Unified routing
Intelligent work item classification and omnichannel routing capabilities enable the flexibility and automation of AI-enabled workflows that increase routing efficiency and decrease human effort.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Customer sentiment prediction for use in intelligent classification of incoming work items in unified routing | Users by admins, makers, or analysts |
Oct 4, 2021 |
- | |
| Effort estimation for use in intelligent classification of incoming work items in unified routing | Users by admins, makers, or analysts |
Oct 4, 2021 |
- | |
| Improved historical analytics for unified routing scenarios | Users by admins, makers, or analysts | - | - |
Oct 4, 2021 |
| Routing diagnostics for supervisors | Users by admins, makers, or analysts | - | - |
Oct 4, 2021 |
* You are able to opt into some features as part of early access on August 2, 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.