What's new and planned for Dynamics 365 Customer Service
Important
This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.
This topic lists features that are planned to release from April 2020 through September 2020. Because this topic lists features that may not have released yet, delivery timelines may change and projected functionality may not be released (see Microsoft policy).
- For a list of previous wave release plans, see the 2019 release wave 2 release plan.
- For a list of next wave release plans, see the 2020 release wave 2 release 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 day of release.
This check mark (
) shows which features have been released for public preview or early access and for general availability.
Customer Service
Customer Service empowers every organization to provide the best customer experiences and outcomes with purpose-built tools that ensure thorough case management and efficient issue resolution.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Automatically create and update records | Admins, makers, or analysts, automatically | - | Feb 1, 2020 |
Apr 1, 2020 |
| Connected Customer Service (IoT + Customer Service) | End users by admins, makers, or analysts | - | Feb 1, 2020 |
Apr 1, 2020 |
| Lookup filtering enhancements in Unified Interface | End users, automatically | - | Feb 1, 2020 |
Apr 1, 2020 |
| Agent productivity enhancements to knowledge capabilities | End users, automatically | - | Feb 3, 2020 |
Apr 1, 2020 |
| Configurable case resolution page | End users, automatically | - | Feb 3, 2020 |
Apr 1, 2020 |
| Customer Service app available for users with Team Member license | End users, automatically | - | Feb 3, 2020 |
Apr 1, 2020 |
| Customer Service Hub app is now available by default | End users, automatically | - | Feb 3, 2020 |
Apr 1, 2020 |
| Enhancements in service level agreements | End users, automatically | - | Feb 3, 2020 |
Apr 1, 2020 |
| Enhancements in the queue page | End users, automatically | - | Feb 3, 2020 |
Apr 1, 2020 |
| Familiar, modern email experience for agents | End users, automatically | - | Feb 3, 2020 |
Apr 1, 2020 |
| License enforcement – users with new Team Member licenses | End users, automatically | - | Feb 3, 2020 |
Apr 1, 2020 |
| New work hour calendar in Service Scheduling | End users by admins, makers, or analysts | - | Feb 3, 2020 |
Apr 1, 2020 |
| Rich text notes and keyword search in the timeline | End users, automatically | - | Feb 3, 2020 |
Apr 1, 2020 |
| Support for Site entity in Unified Interface | End users, automatically | - | Feb 3, 2020 |
Apr 1, 2020 |
| Unified Interface enablement of case routing rules | Admins, makers, or analysts, automatically | - | Feb 3, 2020 |
Apr 1, 2020 |
Omnichannel for Customer Service
Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service to enable organizations to instantly connect and engage with their customers across digital messaging channels.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Digital messaging support for Microsoft Teams | End users by admins, makers, or analysts | Apr 1, 2020 |
- | - |
| Digital messaging support for WhatsApp through Twilio | End users by admins, makers, or analysts | Apr 1, 2020 |
- | - |
| Agent macro enhancements | End users by admins, makers, or analysts | - | - | Apr 1, 2020 |
| Agent quick reply categorization | End users by admins, makers, or analysts | - | - | Apr 1, 2020 |
| Desktop notifications for incoming conversations | End users by admins, makers, or analysts | - | - | Apr 1, 2020 |
| Digital messaging support for LINE | End users by admins, makers, or analysts | - | - | Apr 1, 2020 |
| Digital messaging support for SMS through Twilio | End users by admins, makers, or analysts | - | - | Apr 1, 2020 |
| Digital messaging support for Twitter | End users by admins, makers, or analysts | - | - | Apr 1, 2020 |
| Digital messaging support for WeChat | End users by admins, makers, or analysts | - | - | Apr 1, 2020 |
| Elevate live chat conversations to a voice/video call | End users by admins, makers, or analysts | - | - | Apr 1, 2020 |
| Omnichannel supervisor experience enhancements | End users by admins, makers, or analysts | - | - | Apr 1, 2020 |
| Routing and work distribution enhancements | End users by admins, makers, or analysts | - | - | Apr 1, 2020 |
| Co-browse capabilities through third-party providers | Admins, makers, or analysts, automatically | Jan 31, 2020 |
- | Apr 1, 2020 |
| Remote desktop capabilities through third party | Admins, makers, or analysts, automatically | Jan 31, 2020 |
- | Apr 1, 2020 |
| Conversation message and message sentiment shift notification | End users by admins, makers, or analysts | - | - | Apr 3, 2020 |
* Some features are available for you to opt-in as part of early access on February 3, 2020, including all mandatory changes that impact end users. Learn more about early access.
Description of Enabled for column values:
End users, automatically: These features include change(s) to the user experience for end users and are enabled automatically.
Admins, makers, or analysts, automatically: These features are meant to be used by administrators, makers, or business analysts and are enabled automatically.
End 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 end users.
For a list of the countries or regions where Dynamics 365 business applications are available, see the International availability guide. For more information about geographic areas and data centers (regions), go to the Dynamics 365 and Power Platform availability page.