What's new and planned for Dynamics 365 Customer Service

This topic lists features that are planned to release from October 2023 through March 2024. 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 2024 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
Resolve issues with recommendations in activity monitor Admins, makers, marketers, or analysts, automatically - - Oct 6, 2023
Integrated health check of configurations Admins, makers, marketers, or analysts, automatically - - Oct 31, 2023

Agent experiences

Enable agents to handle multiple interactions, switch between sessions without losing context, and use productivity tools to enhance workflows.

Feature Enabled for Public preview Early access* General availability
Use the enhanced attachment experience in emails Users by admins, makers, or analysts - - Dec 1, 2023
Minimize the communication panel Users, automatically - Jul 31, 2023 Oct 2, 2023
Show records enabled for unified routing in inbox Users by admins, makers, or analysts - - Jan 31, 2024
Allow agents to view schedules created in third-party systems Users by admins, makers, or analysts - - Oct 31, 2023
New call control user interface with intuitive icons for voice channel Users, automatically - Jul 31, 2023 Oct 31, 2023
Improved search control to manage subjects Users, automatically - Jul 31, 2023 Oct 2, 2023
Show agents their live chats and voice calls in the inbox Users by admins, makers, or analysts - - Oct 31, 2023
Enhanced UI for emergency calling Users, automatically - - Oct 30, 2023
Use timeline quick filters to access your activities faster Users by admins, makers, or analysts Oct 2, 2023 - Oct 9, 2023
Pin and unpin records in timeline Users, automatically - Jul 31, 2023 Oct 2, 2023
Find records in timeline with What you've missed Users, automatically - Jul 31, 2023 Oct 2, 2023
Resize communication panel for channels Users by admins, makers, or analysts - - Oct 31, 2023

Copilot and AI innovation

Copilot in Customer Service consists of various generative AI capabilities that expedite resolutions of customer issues and increase customer satisfaction.

Feature Enabled for Public preview Early access* General availability
Support Copilot features in additional languages, regions Users by admins, makers, or analysts - - Dec 31, 2023
View analytics for Copilot's impact on your business Users by admins, makers, or analysts Jun 16, 2023 - Oct 20, 2023
Configure custom attributes, notes for case summaries and emails Users by admins, makers, or analysts - - Dec 8, 2023
Filter the Copilot content based on entity attributes Users by admins, makers, or analysts Feb 2024 - -
Copilot case and conversation summary default on Users, automatically - - Jan 12, 2024
Enhanced knowledge base for Copilot features Admins, makers, marketers, or analysts, automatically - - Dec 8, 2023
Discover knowledge content with Copilot Users by admins, makers, or analysts May 20, 2023 - Oct 20, 2023
Draft email replies with a click using Copilot Users by admins, makers, or analysts May 20, 2023 - Oct 20, 2023

Omnichannel

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

Feature Enabled for Public preview Early access* General availability
Enhanced security with OAuth 2.0 support in live chat Users by admins, makers, or analysts - - Oct 20, 2023
Extend emergency calling to Canada Users by admins, makers, or analysts - - Mar 2024
Improvements to the outbound dialing experience Users by admins, makers, or analysts Oct 2, 2023 - Feb 2024
Enhanced dialing experience available out of the box Users, automatically - Oct 2, 2023 Feb 2024
Improve productivity by converting voicemail to case Users, automatically Mar 2024 - -
Caller ID number support for outbound calls Users by admins, makers, or analysts - - Oct 31, 2023
Integrate third-party IVR with voice channel Users by admins, makers, or analysts Jul 28, 2023 - Mar 2024

Supervisor experiences

Enable supervisors to monitor and improve contact center operations.

Feature Enabled for Public preview Early access* General availability
View skills and proficiency in Omnichannel real-time analytics reports Users by admins, makers, or analysts - - Oct 31, 2023
Real-time analytics enabled by default Users, automatically - - Nov 17, 2023

Teams integration

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

Feature Enabled for Public preview Early access* General availability
Collaborate using Teams embed chat without having to enable it Users, automatically - Jul 31, 2023 Oct 31, 2023
Enhance customer engagement with Join a Teams call Users by admins, makers, or analysts Oct 2, 2023 - -

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 least active Admins, makers, marketers, or analysts, automatically - - Oct 31, 2023
Configure agent-specific capacity profiles Admins, makers, marketers, or analysts, automatically - - Oct 23, 2023
Use overflow for lengthy wait times for work items Admins, makers, marketers, or analysts, automatically Feb 2024 - To be announced
Use agent availability API for unauthenticated chats Admins, makers, marketers, or analysts, automatically - - Oct 31, 2023
  • You are able to opt into some features as part of early access on July 31, 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.