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Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform 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
Agent productivity tools use intelligence and automation to enable agents to find answers to customer questions and help resolve customer issues quickly, thereby improving satisfaction in service delivery.
In 2021 release wave 2, the following enhancements are planned:
- Agents can collaborate with contacts in Dynamics 365 using Microsoft Teams.
- Agents can manage appointments with scheduling and proactively resolve issues created from IoT alerts.
- Extensibility of the app side pane capability for the productivity tools, such as agent scripts and macros.