What'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 Welcome to 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 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 next wave's release plans, go to 2024 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 |
|---|---|---|---|---|
| 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 |
| Use skills to find the right agents for a consult | Users, automatically | - | - |
Apr 12, 2024 |
| View handling time for a case | Users by admins, makers, or analysts |
Jul 31, 2024 |
- | Dec 2024 |
| Bring your own entity into the inbox | Users by admins, makers, or analysts | - | - |
Apr 8, 2024 |
| Customize how records are sorted in the Customer Service inbox | Users by admins, makers, or analysts | - | - |
Apr 8, 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 recent, pinned records in Customer Service workspace | Users by admins, makers, or analysts |
Aug 1, 2024 |
- |
Oct 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 12, 2024 |
| Compose emails with enhanced recipient handling | Users by admins, makers, or analysts | - | - |
May 3, 2024 |
| Use monthly channel for features in Customer Service apps | Users, automatically | - |
Feb 5, 2024 |
Apr 1, 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, automatically | - | - |
Apr 19, 2024 |
| Extend Copilot with plugins | Users by admins, makers, or analysts |
Apr 30, 2024 |
- | - |
| Validate Copilot responses faster with more transparency | Users by admins, makers, or analysts | - | - |
Apr 19, 2024 |
| Get automatic prompts from Copilot | Users by admins, makers, or analysts | - | - |
May 22, 2024 |
| Filter Copilot content based on entity attributes | Users by admins, makers, or analysts |
Apr 30, 2024 |
- | - |
| Timeline highlights help users quickly access actionable record updates | Users, automatically | - | - |
Apr 8, 2024 |
| Enable email assist out of the box | Users, automatically | - | - |
Aug 1, 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 30, 2024 |
| Enable Copilot plugins to connect with external systems | Users by admins, makers, or analysts |
Jun 14, 2024 |
- | - |
| Read Copilot responses on the UI incrementally | Users, automatically | - | - |
Apr 19, 2024 |
| Make Copilot discover knowledge available in GCC | Users by admins, makers, or analysts | - | - |
Jun 30, 2024 |
| Make Copilot email assist available in GCC | Users by admins, makers, or analysts | - | - |
Jun 30, 2024 |
| Use Copilot-generated case summaries in GCC | Users by admins, makers, or analysts | - | - |
Jun 30, 2024 |
| Summarize cases in Copilot help pane | Users by admins, makers, or analysts |
Aug 23, 2024 |
- | - |
| Ask about case data in Copilot help pane | Users by admins, makers, or analysts |
Aug 23, 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 |
| Get FedRAMP certified for new features | Users, automatically | - |
Feb 5, 2024 |
Apr 1, 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 |
| View custom presence in historical and real-time analytics | Admins, makers, marketers, or analysts, automatically | - | - |
Apr 30, 2024 |
Supervisor experiences
Enable supervisors to monitor and improve contact center operations.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| View analytics for Copilot's impact on your business | Users by admins, makers, or analysts | - | - |
Jul 1, 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 |
|---|---|---|---|---|
| Prioritize oldest work across queues | Admins, makers, marketers, or analysts, automatically | - | - |
May 31, 2024 |
| Add up to 200 route-to-queue rules in a workstream | Admins, makers, marketers, or analysts, automatically | - | - |
Apr 30, 2024 |
| Use improved skill control for finer granularity | Admins, makers, marketers, or analysts, automatically | - | - |
Apr 30, 2024 |
| Assign work from higher-priority queues to agents first | Admins, makers, marketers, or analysts, automatically | - | - |
Aug 15, 2024 |
| Use overflow for lengthy wait times for work items | Admins, makers, marketers, or analysts, automatically | - | - |
Sep 30, 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.