Overview of Dynamics 365 Customer Service 2019 release wave 2


This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.


Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Dynamics 365 Customer Service is an end-to-end, self-support and assisted-support service that supports multiple channels of customer engagement, provides comprehensive and efficient case routing and management for agents, and enables authoring and consumption of knowledge management articles. For wave 2 of 2019, we are focused on the following three areas:

  • Agent productivity: Delivering improvements that help agents be more productive such as improved email authoring experiences and timeline enhancements.

  • Omnichannel for Customer Service: Enabling customers to experience a seamless personalized service as they switch across support channels.

  • Service insights: Investing in improved insights for supervisors and managers to drive better business decisions.

The next sections offer details on the specific features being released across these areas.

Watch overview video