Overview of Dynamics 365 Customer Service Insights 2020 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 Insights empowers agents and customer service managers to make better decisions to improve operational efficiency with confidence and achieve customer satisfaction.

Thanks to the power of artificial intelligence (AI), machine learning (ML), and business intelligence (BI), you can easily get a clear view into your customer service organizations on what's happening, why it's happening, and what could happen, to take the right actions. The AI models used by Customer Service Insights proactively learn from continuous user input and optimize themselves over time. Best of all, the AI capabilities are included out of the box and don't require any AI expertise to use.

Beginning with 2020 release wave 2, the insights-centric features will be deeply integrated into the Customer Service agent and manager experiences instead of through the standalone Customer Service Insights application we have today. You'll see a number of new capabilities from Customer Service Insights across core Customer Service, Omnichannel for Customer Service, and knowledge management. Intelligent agent-facing knowledge base and similar case suggestions will help agents resolve their customer issues quickly and easily, and new analytical views will help customer service managers focus on key support areas that need attention. These highlights will also be included directly in the core Customer Service application so that users can get insights in context without having to switch between applications.

Review the "what's new" page regularly for the latest updates. Additional feature requests can be made on the Customer Service Insights ideas page.

RSS Subscription Updates to Dynamics 365 Customer Service Insights 2020 release wave 2