What's new and planned for Dynamics 365 Customer Service
This topic lists features that are planned to release from April 2024 through September 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 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.
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 |
|---|---|---|---|---|
| Enable customers to opt out of recording when talking to IVR | Users by admins, makers, or analysts | Aug 2024 | - | To be announced |
| Option sets for field mapping in integrated search | Admins, makers, marketers, or analysts, automatically | - | - | May 2024 |
| Create multiple cases from email sent to multiple mailboxes | Users by admins, makers, or analysts | - | - |
Apr 1, 2024 |
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 |
|---|---|---|---|---|
| Expand or collapse all sections in a knowledge article | Users, automatically | - | - |
Apr 1, 2024 |
| Save notes faster with Quick save | Users by admins, makers, or analysts |
Apr 1, 2024 |
- |
Apr 5, 2024 |
| Set and read session context with new macro action | Users by admins, makers, or analysts | - | - |
Apr 3, 2024 |
| Custom card configuration for the inbox | Users by admins, makers, or analysts | - | - |
Apr 1, 2024 |
| View recently accessed knowledge articles for cases | Users by admins, makers, or analysts | - | - |
Apr 1, 2024 |
| Forecast case volumes daily and at 15-minute intervals | Users by admins, makers, or analysts |
Apr 28, 2023 |
- | Jun 2024 |
| Compose emails with enhanced recipient handling | Users by admins, makers, or analysts | - | - | May 2024 |
| Use monthly channel for features in Customer Service apps | Users, automatically | - |
Feb 5, 2024 |
- |
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 |
|---|---|---|---|---|
| Draft emails using Copilot in email editor | Users by admins, makers, or analysts | - | - | Apr 2024 |
| Extend Copilot with plugins | Users by admins, makers, or analysts | Apr 2024 | - | To be announced |
| Get relevant results with filters for Copilot | Users by admins, makers, or analysts | Apr 2024 | - | To be announced |
| Validate Copilot responses faster with more transparency | Users by admins, makers, or analysts | - | - | Apr 2024 |
| Get automatic prompts from Copilot | Users by admins, makers, or analysts | - | - | Apr 2024 |
| Filter Copilot content based on entity attributes | Users by admins, makers, or analysts | Apr 2024 | - | - |
| Timeline highlights help users quickly access actionable record updates | Users, automatically | - | - |
Apr 8, 2024 |
| Use Copilot to generate knowledge drafts from cases | Users by admins, makers, or analysts |
Apr 8, 2024 |
- | - |
| Work with customers in the language of their choice | Users, automatically | - | - | Jun 2024 |
| Read Copilot responses on the UI incrementally | Users, automatically | - | - | Apr 2024 |
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 |
|---|---|---|---|---|
| Automatically pause, resume call recording and transcription | Users by admins, makers, or analysts | - | - |
Apr 1, 2024 |
| Automatically remove customer off hold on call transfer | Users, automatically | - | - |
Apr 1, 2024 |
| Support for new locales in the IVR bot | Users by admins, makers, or analysts | - | - | Jul 2024 |
| Extend emergency calling to Canada | Users by admins, makers, or analysts | - | - | May 2024 |
| See enhancements in call transfers to external numbers | Users by admins, makers, or analysts | - | - | Apr 2024 |
| Use skills to find the right agents for a consult | Users, automatically | - | - |
Apr 12, 2024 |
| Explore enhancements to outbound dialing | Users by admins, makers, or analysts |
Apr 8, 2024 |
- | Jul 2024 |
| Access voice channel features in GCC Moderate | Users by admins, makers, or analysts | Apr 2024 | - | Apr 2024 |
| Play prerecorded audio during bot processing delays | Users by admins, makers, or analysts | Jul 2024 | - | To be announced |
| Use enhanced IVR in Omnichannel for Customer Service | Users by admins, makers, or analysts | - | - | Apr 2024 |
| Mask sensitive data and prevent unauthorized access | Users by admins, makers, or analysts | Apr 2024 | - | Sep 2024 |
| Get FedRAMP certified for new features | Users, automatically | - |
Feb 5, 2024 |
Apr 2024 |
| Support for multiple browsers and split screen | Users, automatically | - | - |
Apr 12, 2024 |
| Rate call quality and provide feedback on improvements | Users, automatically | - |
Feb 5, 2024 |
Apr 1, 2024 |
| Test call, microphone, speakers before and during calls | Users, automatically | - |
Feb 5, 2024 |
Apr 1, 2024 |
| Configure IVR to switch languages based on dialed number | Users by admins, makers, or analysts | Aug 2024 | - | To be announced |
| Support WhatsApp through Azure Communication Services | Users by admins, makers, or analysts | Aug 2024 | - | - |
| Transfer calls to Teams users through VOIP | Users by admins, makers, or analysts | Apr 2024 | - | Jul 2024 |
Teams integration
Provide your agents with seamless integrations between Dynamics 365 and Microsoft Teams.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Join a Teams call is generally available and on by default | Users, automatically | - | - |
Apr 1, 2024 |
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 |
|---|---|---|---|---|
| Add up to 200 route-to-queue rules in a workstream | Admins, makers, marketers, or analysts, automatically | - | - | Apr 2024 |
| Use overflow for lengthy wait times for work items | Admins, makers, marketers, or analysts, automatically | - | - | Sep 2024 |
| Use improved skill control for finer granularity | Admins, makers, marketers, or analysts, automatically | - | - | Apr 2024 |
| Prioritize existing conversations in asynchronous channels | Admins, makers, marketers, or analysts, automatically | - | - | Sep 2024 |
- You are able to opt into some features as part of early access on February 5, 2024, 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.
Feedback
Coming soon: Throughout 2024 we will be phasing out GitHub Issues as the feedback mechanism for content and replacing it with a new feedback system. For more information see: https://aka.ms/ContentUserFeedback.
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