What's new and planned for Dynamics 365 Customer Service

This topic lists features that are planned to release from October 2022 through March 2023. Because this topic lists features that may not have released yet, delivery timelines may change and projected functionality may not be released. For more information, go to Microsoft policy.

In the General availability column, the feature will be delivered within the month listed. The delivery date can be any day within that month. Released features show the full date, including the date of release.

This check mark ( ) shows which features have been released for public preview or early access and for public preview, early access, and general availability.

Administrator experiences

An intuitive, modern administration experience is key to quickly setting up Dynamics 365 Customer Service and using its features.

Feature Enabled for Public preview Early access* General availability
Customize data models of historical analytics reports Admins, makers, marketers, or analysts, automatically Oct 31, 2022 - -
Link signature templates to a queue Admins, makers, marketers, or analysts, automatically - - Oct 1, 2022
Quick reply administration enhancements Users by admins, makers, or analysts - - Oct 1, 2022
Try enhanced settings in AI suggestions for knowledge articles Admins, makers, marketers, or analysts, automatically - - Oct 28, 2022
Improve administration productivity with guided channel setup and search Admins, makers, marketers, or analysts, automatically - - Oct 30, 2022

Agent experiences

Enable agents to handle multiple interactions, interact with multiple apps without losing context, and enhance workflows with productivity tools.

Feature Enabled for Public preview Early access* General availability
Auto-summarize conversations on transfer or wrap-up Users by admins, makers, or analysts Oct 28, 2022 - -
Compose email with new insert template Users, automatically - Aug 1, 2022 Oct 1, 2022
Try enhanced layout for Customer Service workspace Users by admins, makers, or analysts Aug 1, 2022 - Oct 1, 2022
Use dynamic text in signature template Users, automatically - Aug 1, 2022 Oct 1, 2022
Multi-entity and customizable views in inbox Users by admins, makers, or analysts - - Oct 3, 2022
Improve agent productivity with timeline enhancements Users, automatically - Aug 1, 2022 Oct 3, 2022
Try enhancements to rich text editor Users, automatically - Aug 1, 2022 Oct 3, 2022
Try enhancements to timeline maker experience Admins, makers, marketers, or analysts, automatically Aug 1, 2022 - Oct 3, 2022
Try auto AI suggestions for similar cases, knowledge articles Users, automatically - Aug 1, 2022 Oct 28, 2022
Improvements to the case grid Users by admins, makers, or analysts - - Dec 31, 2022

Knowledge management

A robust and detailed knowledge base helps agents find answers for customers faster and enables customers to self-serve through support portals.

Feature Enabled for Public preview Early access* General availability
Suggest knowledge articles as agents type in the search box Users by admins, makers, or analysts - - Oct 7, 2022
Knowledge article search filters are enabled by default Users, automatically - Aug 1, 2022 Oct 31, 2022

Omnichannel

Omnichannel engagement enables instant engagement and connectivity between agents and customers and gives supervisors real-time visibility into operational efficiency.

Feature Enabled for Public preview Early access* General availability
Digital messaging support for Apple Messages for Business Users by admins, makers, or analysts - - Oct 1, 2022
Offer single sign-on in chat, Power Virtual Agents bots Users by admins, makers, or analysts - - Oct 1, 2022
Enable dialing agents directly Users by admins, makers, or analysts - - Oct 31, 2022
Enable customers to leave voicemails for agents Users by admins, makers, or analysts Oct 31, 2022 - Feb 2023
Use voice support in more Dynamics 365 regions Users by admins, makers, or analysts Nov 2022 - Mar 2023
Enable customers to keep queue spot, get callbacks Users by admins, makers, or analysts Oct 31, 2022 - To be announced

Service-level agreements

Service-level agreements enable businesses to track support policies and ensure that customers are supported as per their entitled support policy.

Feature Enabled for Public preview Early access* General availability
View active duration, on-hold duration of an SLA KPI Users, automatically - Aug 1, 2022 Oct 1, 2022

Supervisor experiences

Enable supervisors to monitor and improve contact center operations.

Feature Enabled for Public preview Early access* General availability
Integrate Power Virtual Agents bots, agent analytics Users, automatically - Aug 1, 2022 Oct 31, 2022
Personalize out-of-the-box historical analytics reports Users, automatically - Aug 1, 2022 Oct 31, 2022
Monitor support operations in near real time for Omnichannel for Customer Service Admins, makers, marketers, or analysts, automatically Oct 31, 2022 - To be announced

Teams integration

Provide your agents with seamless integrations between Dynamics 365 and Microsoft Teams.

Feature Enabled for Public preview Early access* General availability
Use customer support swarming for complex cases Users by admins, makers, or analysts Dec 16, 2022 -
Automatically summarize conversations in Teams-based collaboration Users by admins, makers, or analysts - - Oct 28, 2022
Use Teams chat for contextual collaboration Users by admins, makers, or analysts - - Oct 31, 2022

Unified routing

Intelligent work item classification and omnichannel routing capabilities enable the flexibility and automation of AI-enabled workflows.

Feature Enabled for Public preview Early access* General availability
Route calls to agents who are idle for longest duration Admins, makers, marketers, or analysts, automatically Oct 20, 2022 - -
Try enhancements in user experience to manage skills Admins, makers, marketers, or analysts, automatically Oct 20, 2022 - -
Allocate work items to queues based on percentage Admins, makers, marketers, or analysts, automatically - - Oct 20, 2022
Try enhancements to overflow management Admins, makers, marketers, or analysts, automatically - - Oct 20, 2022
Route work items to preferred agents Admins, makers, marketers, or analysts, automatically Aug 31, 2022 - Oct 20, 2022

* You are able to opt into some features as part of early access on August 1, 2022, including all mandatory changes that affect users. To learn more, go to Early access FAQ.

Description of Enabled for column values:

  • Users, automatically: These features include changes to the user experience and are enabled automatically.

  • Admins, makers, marketers, or analysts, automatically: These features are meant to be used by administrators, makers, marketers, or business analysts and are enabled automatically.

  • Users by admins, makers, or analysts: These features must be enabled or configured by the administrators, makers, or business analysts to be available for their users.

For a list of the countries or regions where Dynamics 365 business applications are available, go to the International availability guide. For more information about geographic areas and datacenters (regions), go to the Dynamics 365 and Microsoft Power Platform availability page.