What's new and planned for Dynamics 365 Customer Service

This topic lists features that are planned to release from October 2024 through March 2025. 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 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.

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
View handling time for a case Users by admins, makers, or analysts Jul 31, 2024 - Dec 2024
Manage cases efficiently with enhanced case controls Users, automatically - Aug 12, 2024 Oct 1, 2024
Enhance authoring with modern rich text editor Users, automatically - - Oct 31, 2024
View recent, pinned records in Customer Service workspace Users by admins, makers, or analysts Aug 1, 2024 - Oct 1, 2024
Automatically restore sessions after a browser refresh Users by admins, makers, or analysts Oct 1, 2024 - Apr 2025
Prioritize cases with improved case grids Users, automatically - Aug 12, 2024 Oct 1, 2024
Compose emails using improved attachment experience Users, automatically - - Oct 1, 2024
Enhance Copilot responses with knowledge from additional sources Users by admins, makers, or analysts Dec 2024 - -
Get knowledge base article previews from global search Users by admins, makers, or analysts - - Oct 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
Update knowledge base using customer knowledge management agent Users by admins, makers, or analysts Dec 2024 - Apr 2025
Use Copilot Studio to get more from your customer surveys Users by admins, makers, or analysts Nov 2024 - Apr 2025
Use proactive prompts and insights generated by Copilot Users, automatically - - Nov 2024
Create custom summaries for any record type Users by admins, makers, or analysts - - Nov 2024
Enable agent authentication for plugins Users by admins, makers, or analysts Oct 30, 2024 - -
Automate case lifecycle tasks with case management agent Users by admins, makers, or analysts Feb 2025 - May 2025

Supervisor experiences

Enable supervisors to monitor and improve contact center operations.

Feature Enabled for Public preview Early access* General availability
Filter chat data by queues in real-time analytics dashboard Admins, makers, marketers, or analysts, automatically - - Dec 2024
Analytics dashboards and insights in Government Community Cloud Users by admins, makers, or analysts - - Nov 2024
Improve accuracy of conversation time-related metrics Users, automatically - - Dec 2024
Enable actions in ongoing conversation report for customized reports Users by admins, makers, or analysts - - Oct 31, 2024
View persistent chats in backlog conversation dashboard Admins, makers, marketers, or analysts, automatically - - Dec 2024
Enhance analytics by including consult rejection and timeout rates Admins, makers, marketers, or analysts, automatically - - Oct 31, 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
Update queue memberships for agents in real time Admins, makers, marketers, or analysts, automatically - - Oct 30, 2024

You are able to opt into some features as part of early access on August 12, 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.