Overview of Dynamics 365 Customer Service 2020 release wave 1


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 service for customer support, spanning self and assisted scenarios across multiple channels of customer engagement. It provides comprehensive and efficient case routing and management for agents, and enables authoring and consumption of knowledge management articles. For wave 1 of 2020, we are focused on the following three areas:

  • Agent productivity: Delivering enhancements, such as improved knowledge article search, email authoring, and timeline enhancements, that help agents be more productive.

  • Omnichannel for Customer Service: Expanding the range of supported channels and agent productivity tooling.

  • Connected Customer Service: Linking IoT diagnostics, IoT device updates, and case management to help organizations evolve a proactive and predictive service model.

The next sections provide details on the specific features that are being released across these areas.

Watch release overview video.

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