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 previous 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 |
|---|---|---|---|---|
| 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 2023 |
Agent experiences
Enable agents to handle multiple interactions, switch among 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 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 | - | - | Nov 2023 |
| New call control user interface with intuitive icons for voice channel | Users, automatically | - |
Jul 31, 2023 |
Oct 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 2023 |
| Enhanced UI for emergency calling | Users, automatically | - | - | Oct 2023 |
| Use timeline quick filters to access your activities faster | Users by admins, makers, or analysts |
Oct 2, 2023 |
- | - |
| Pin and unpin records in timeline | Users, automatically | - |
Jul 31, 2023 |
Oct 2023 |
| Find records in timeline with What you've missed | Users, automatically | - |
Jul 31, 2023 |
Oct 2023 |
| Resize communication panel for channels | Users by admins, makers, or analysts | - | - | Oct 2023 |
Copilot and AI innovation
Copilot in Dynamics 365 Customer Service consists of a range of next-generation generative AI capabilities that can expedite resolution 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 2023 |
| View analytics for Copilot's impact on your business | Users by admins, makers, or analysts |
Jun 16, 2023 |
- | Oct 2023 |
| Filter the Copilot content based on entity attributes | Users by admins, makers, or analysts | Feb 2024 | - | - |
| 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 |
| Draft messaging replies with a click using Copilot | Users by admins, makers, or analysts |
May 20, 2023 |
- | Jan 2024 |
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 |
|---|---|---|---|---|
| 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 | Oct 2023 | - | Feb 2024 |
| Enhancements in call transfers to external numbers | Users by admins, makers, or analysts | Dec 2023 | - | To be announced |
| Improvements to the call dialer | Users by admins, makers, or analysts | Oct 2023 | - | - |
| Monitor operational telemetry through Application Insights | Users by admins, makers, or analysts |
Aug 23, 2023 |
- | Jan 2024 |
| Integrate Nuance Gatekeeper with Customer Service | Users by admins, makers, or analysts |
Jul 28, 2023 |
- | Nov 2023 |
| Caller ID number support for outbound calls | Users by admins, makers, or analysts | - | - | Oct 2023 |
| Transfer calls to Teams users through VOIP | Users by admins, makers, or analysts | Dec 2023 | - | To be announced |
| Integrate third-party Nuance 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 2023 |
| Real-time analytics enabled by default | Users, automatically | - | - | Nov 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 2023 |
| Enhance customer engagement with Join a Teams call | Users by admins, makers, or analysts | Oct 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 2023 |
| Configure agent-specific capacity profiles | Admins, makers, marketers, or analysts, automatically | - | - |
Oct 23, 2023 |
| Use overflow to handle lengthy wait times for queues | Admins, makers, marketers, or analysts, automatically | Dec 2023 | - | To be announced |
| Use agent availability API for unauthenticated chats | Admins, makers, marketers, or analysts, automatically | - | - | Oct 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.