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Learn moreWhat'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, Power Platform, and Cloud for Industry release plans.
This topic lists features that are planned to release from April 2023 through September 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 2 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.
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 |
|---|---|---|---|---|
| Assign agent experience profiles based on security roles | Users by admins, makers, or analysts | - | - |
Apr 1, 2023 |
| Apply company branding with live chat widget 2.0 | Users by admins, makers, or analysts |
Mar 1, 2023 |
- |
Apr 21, 2023 |
| Improved admin experience to help increase productivity | Admins, makers, marketers, or analysts, automatically | - | - |
Apr 30, 2023 |
| Integrate and search external knowledge sources | Users by admins, makers, or analysts |
Mar 1, 2023 |
- |
Apr 30, 2023 |
| Data model customization for Omnichannel real-time analytics | Users by admins, makers, or analysts | - | - |
Jun 9, 2023 |
| Improved onboarding of Power Virtual Agents bots | Admins, makers, marketers, or analysts, automatically | - | - |
Jun 30, 2023 |
| Set up Customer Service features in one click | Admins, makers, marketers, or analysts, automatically | - | - |
Jun 30, 2023 |
| Customize data models of historical analytics reports | Users by admins, makers, or analysts |
Oct 31, 2022 |
- |
Jun 30, 2023 |
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 |
|---|---|---|---|---|
| Forecast agent demand to handle customer conversations | Users by admins, makers, or analysts |
Apr 28, 2023 |
- | |
| Create and manage cases efficiently with enhanced case form | Users by admins, makers, or analysts | - | - |
Apr 1, 2023 |
| Find email templates faster with enhanced template selection | Users by admins, makers, or analysts | - | - |
Apr 1, 2023 |
| Keep track of conversations with AI-generated summaries | Users by admins, makers, or analysts |
Oct 1, 2022 |
- |
Apr 1, 2023 |
| Create email templates with new template designer | Users, automatically | - |
Feb 6, 2023 |
Apr 1, 2023 |
| Enhanced transcript viewer available by default | Users, automatically | - |
Feb 6, 2023 |
Apr 1, 2023 |
| Enhancements simplify case management | Users, automatically | - |
Feb 6, 2023 |
Apr 1, 2023 |
| Mark knowledge articles as favorite | Users, automatically | - |
Feb 6, 2023 |
Apr 1, 2023 |
| Multitask efficiently with enhanced workspace layout | Users, automatically | - |
Feb 6, 2023 |
Apr 1, 2023 |
| Improve agent productivity in timeline | Users by admins, makers, or analysts | - | - |
Apr 7, 2023 |
| Filter work items by read or unread | Users, automatically | - |
Feb 6, 2023 |
May 5, 2023 |
| See inbox improvement with collapsible left panel | Users, automatically | - |
Feb 6, 2023 |
May 5, 2023 |
| Access improved active conversation form | Users by admins, makers, or analysts | - | - |
May 31, 2023 |
| Customize active conversation form | Users by admins, makers, or analysts | - | - |
Jun 1, 2023 |
| Improve agent productivity with modernized case grids | Users by admins, makers, or analysts |
Jul 31, 2022 |
- |
Jul 1, 2023 |
| Relate note to a table record | Users by admins, makers, or analysts | - | - |
Jul 31, 2023 |
| Forecast case volumes daily and at 15-minute intervals | Users by admins, makers, or analysts |
Apr 28, 2023 |
- | To be announced |
Copilot in Dynamics 365 Customer Service consists of a range of AI capabilities that can expedite the resolution of customer issues and increase satisfaction.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Discover knowledge content with Copilot | Users by admins, makers, or analysts |
May 20, 2023 |
- | |
| Draft conversation replies with a click using Copilot | Users by admins, makers, or analysts |
May 20, 2023 |
- | - |
| Draft email replies with a click using Copilot | Users by admins, makers, or analysts |
May 20, 2023 |
- | |
| View analytics for Copilot's impact on your business | Users by admins, makers, or analysts |
Jun 16, 2023 |
- | - |
| Filter copilot content sources to generate responses | Users by admins, makers, or analysts |
Sep 25, 2023 |
- | |
| Summarize support cases with Copilot | Users by admins, makers, or analysts |
May 19, 2023 |
- |
Sep 11, 2023 |
| Summarize conversations with Copilot | Users by admins, makers, or analysts |
Jun 2, 2023 |
- |
Sep 11, 2023 |
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 |
|---|---|---|---|---|
| Customize, extend the conversation entity | Users by admins, makers, or analysts | - | - |
Apr 1, 2023 |
| Improved authentication in Apple Messages for Business | Users by admins, makers, or analysts | - | - |
Apr 1, 2023 |
| Make Customer Service workspace app available for omnichannel roles by default | Users, automatically | - |
Feb 6, 2023 |
Apr 28, 2023 |
| Access renamed conversation forms | Users, automatically | - | - |
Apr 30, 2023 |
| Support regional voice fonts in voice channel | Users by admins, makers, or analysts | - | - |
Jun 2, 2023 |
| Integrate third-party Nuance IVR with voice channel | Users by admins, makers, or analysts |
Jul 28, 2023 |
- | To be announced |
See the enhancements in 2023 release wave 1 that enable supervisors to monitor and improve contact center operations.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Customize visualization of omnichannel real-time analytics dashboards | Users by admins, makers, or analysts |
Oct 31, 2022 |
- |
Apr 30, 2023 |
| Monitor support operations in near real time | Users by admins, makers, or analysts |
Oct 31, 2022 |
- |
Apr 30, 2023 |
| Personalize out-of-the-box real-time analytics reports | Users by admins, makers, or analysts |
Oct 31, 2022 |
- |
Apr 30, 2023 |
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 |
Apr 6, 2023 |
- | - |
| View Teams chat on the connected record's timeline | Users by admins, makers, or analysts |
Apr 7, 2023 |
- | - |
| Swarms are auto-resolved or -canceled when parent case is closed or canceled | Users by admins, makers, or analysts |
May 12, 2023 |
- | - |
| Dynamics 365 links are unfurled in Teams chats | Users, automatically | - |
Feb 6, 2023 |
Apr 3, 2023 |
| Keep chat participants informed when fields are updated | Users by admins, makers, or analysts | - | - |
May 26, 2023 |
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 |
|---|---|---|---|---|
| Show number of users in queues in routing rules setup | Admins, makers, marketers, or analysts, automatically | - | - |
Apr 28, 2023 |
| Enhancements in assignment diagnostics | Admins, makers, marketers, or analysts, automatically | - | - |
Apr 30, 2023 |
| Optimizations in automatic assignment of work items | Admins, makers, marketers, or analysts, automatically | - | - |
Apr 30, 2023 |
| Manage skills with enhancements in user experience | Admins, makers, marketers, or analysts, automatically | - | - |
May 15, 2023 |
* You are able to opt into some features as part of early access on February 6, 2023, 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.
Additional resources
Training
Learning path
Work with cases in Dynamics 365 Customer Service - Training
This learning path focuses on Case Management capabilities of Dynamics 365 Customer Service including options for creating cases, managing the case resolution process, working with case hierarchies and merging similar cases. Queues can be used to maintain and manage case workloads for customer service agents.
Certification
Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate - Certifications
Improve business processes for customer service functions, such as automatic case creation and queue management with Microsoft Dynamics 365 Customer Service.
Documentation
-
Analytics dashboards and insights in Government Community Cloud
Analytics dashboards and insights become available in Government Community Cloud
-
Filter chat data by queues in real-time analytics dashboard
Improve relevancy of real-time analytics dashboard by automatically filtering chat data by queues based on report user context.
-
View recently accessed knowledge articles for cases
This feature helps agents quickly find recently accessed knowledge articles across different cases, thereby reducing the amount of clicks and time spent searching.