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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 Release plans for Dynamics 365, Power Platform, Cloud for Industry, and Copilot.
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 omnichannel capabilities in Dynamics 365 Customer Service enable organizations to connect and engage with their customers through channels like live chat, SMS, voice, Microsoft Teams, and social channels. By providing a seamless service representative experience and valuable conversation insights across channels, the omnichannel features help organizations deliver a true, all-in-one contact center.