Overview of Dynamics 365 Customer Service 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 is an end-to-end service for customer support, spanning self and assisted scenarios across multiple channels of customer engagement. Customer Service provides comprehensive and efficient case routing and management for agents. It also provides add-ons for insights and omnichannel engagement, and enables authoring and consumption of knowledge management articles. For 2020 release wave 2, we are focused on the following three areas:

  • Agent productivity: Enabling agents to engage in multiple sessions simultaneously with improvements in the productivity tools of timeline and email to increase efficiency of the agent experience.

  • Omnichannel for Customer Service: Enhancing extensibility options to enable integration with mobile applications, integrating any channel through the Microsoft bot framework, and outbound messaging.

  • Integrated insights and AI-driven suggestions: Integrating insights with the Customer Service and Omnichannel for Customer Service apps and intelligent knowledge and case suggestions for agents.

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