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Important
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.
Important
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
Customers hopefully will have a long and happy relationship with brands over time, and throughout that relationship they may have raised several support inquiries in more than one support channel. Cases help businesses track a customer's issues over time and ensure any agent who helps them has the full context of their support history.
In 2021 release wave 1, we're enhancing case resolution configuration and improving embedded case analytics for customer service managers.