What's new and planned for Dynamics 365 Customer Service
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.
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.
For a list of the next wave's release plans, go to 2023 release wave 1 plan.
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 |
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 keep queue spot, get callbacks | Users by admins, makers, or analysts |
Oct 31, 2022 |
- |
Mar 1, 2023 |
| Enable customers to leave voicemails for agents | Users by admins, makers, or analysts |
Oct 31, 2022 |
- |
Mar 1, 2023 |
| Use voice support in more Dynamics 365 regions | Users by admins, makers, or analysts |
Nov 30, 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 |
|---|---|---|---|---|
| Monitor support operations in near real time for Omnichannel for Customer Service | Admins, makers, marketers, or analysts, automatically |
Oct 31, 2022 |
- | - |
| 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 |
| Discover historical trends, KPIs on voicemail | Users by admins, makers, or analysts |
Oct 31, 2022 |
- |
Mar 1, 2023 |
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 |
| Automatically add common conditions in custom assignment rules | Admins, makers, marketers, or analysts, automatically | - | - |
Mar 1, 2023 |
* 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.