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 |
| 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 |
| 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 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 2024 | - | - |
| Automate case lifecycle tasks with case management agent | Users by admins, makers, or analysts | Feb 2025 | - | May 2025 |
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.