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Product setup

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 expect modern software as a service (SaaS) solutions to have simple setup experiences that help them get up and running quickly with little or no fuss. Additionally, they expect a simplified and interactive administration experience for managing the Customer Service application and omnichannel offerings. Starting with the voice preview that was launched in October 2020, we're taking a customer-centric, design-first approach to delivering a simplified and interactive administration experience.

We're offering a simplified first-run experience that enables administrators to set up a quick demo environment for chat, voice, or SMS in under five minutes. The environment will be ready to use end-to-end with sample data, and is fully integrated with Power Virtual Agents. Additionally, we're providing a streamlined experience for administrators to manage Omnichannel for Customer Service and carry out more complex setup procedures through a simplified and instructional experience that verifies configuration completeness and proactively identifies errors before the settings are saved.

The new administration experience in Omnichannel for Customer Service debuted alongside the voice preview in October 2020, and will be generally available in April 2021. We're learning from early feedback and incorporating our learnings into developing an aligned experience for Customer Service that will reach general availability (GA) in phases over the 2021 release wave 1 and wave 2.