Overview of Dynamics 365 Customer Service 2021 release wave 1


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.


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-service 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 2021 release wave 1, we are focused on the following areas:

  • Enable customers to be up and running quickly.
  • Deliver the all-in-one contact center.
  • Transform contact center routing.

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