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Important
This content is archived and is not being updated. For the latest documentation, go to Welcome to Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.
Important
Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned
The agent experience is at the heart of Dynamics 365 Customer Service and enhancing agent confidence is the key to improving customer satisfaction. Customer Service provides a powerful agent desktop, with infused generative AI, seamless collaboration capabilities, and productivity tools in a customizable workspace. Our features boost agent effectiveness, enabling them to deliver personalized customer experiences across any channel.