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 October 2019 through March 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).
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
Dynamics 365 Customer Service aims to enable businesses to differentiate themselves from their competition by providing world-class customer experiences.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Knowledge management inline image enhancement | End users by admins, makers, or analysts | - | - | Oct 1, 2019 |
| Knowledge management search and rendering enhancement | End users, automatically | - | Aug 2, 2019 |
Oct 1, 2019 |
| Timeline usability enhancements | End users, automatically | - | Aug 2, 2019 |
Oct 1, 2019 |
| Service scheduling migration tool | End users by admins, makers, or analysts | Aug 1, 2019 |
- | Oct 6, 2019 |
| Knowledge article templates | End users, automatically | - | Aug 2, 2019 |
Oct 7, 2019 |
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 |
|---|---|---|---|---|
| Unified routing for entity records | End users by admins, makers, or analysts | Aug 31, 2019 |
- | Oct 25, 2019 |
| Enable customers to integrate Microsoft Bot Framework bots with channels | End users by admins, makers, or analysts | Apr 1, 2019 |
- | Nov 1, 2019 |
| SMS channel | End users by admins, makers, or analysts | Apr 1, 2019 |
- | Nov 1, 2019 |
| Integration with Power Virtual Agents | End users by admins, makers, or analysts | Oct 31, 2019 |
- | Dec 2, 2019 |
| Facebook messaging | End users by admins, makers, or analysts | Oct 1, 2019 |
- | Dec 20, 2019 |
| Proactive chat | End users by admins, makers, or analysts | Oct 24, 2019 |
- | Dec 20, 2019 |
| Sentiment analysis enhancements | End users by admins, makers, or analysts | Oct 1, 2019 |
- | Jan 24, 2020 |
| Dynamics 365 Channel Integration Framework v2 | End users by admins, makers, or analysts | Oct 24, 2019 |
- | Jan 24, 2020 |
| Guide customer interactions with agent scripts | End users by admins, makers, or analysts | Oct 24, 2019 |
- | Jan 24, 2020 |
| Multiple-provider support | End users by admins, makers, or analysts | Oct 24, 2019 |
- | Jan 24, 2020 |
| Analytics for third-party channels | End users by admins, makers, or analysts | Oct 24, 2019 |
- | Jan 31, 2020 |
| Bot-assisted agent guidance | End users by admins, makers, or analysts | Oct 24, 2019 |
- | Jan 31, 2020 |
| Enhanced search experience | End users by admins, makers, or analysts | Oct 24, 2019 |
- | Jan 31, 2020 |
| Macros | End users by admins, makers, or analysts | Oct 24, 2019 |
- | Jan 31, 2020 |
| Notification customization | End users by admins, makers, or analysts | Oct 24, 2019 |
- | Jan 31, 2020 |
| Skill-based routing | End users by admins, makers, or analysts | Oct 24, 2019 |
- | Jan 31, 2020 |
| User navigation history | End users by admins, makers, or analysts | Oct 24, 2019 |
- | Jan 31, 2020 |
* Some features are available for you to opt-in as part of early access on August 2, 2019, 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, data centers (regions), data storage, and replication, click expand all on the Where your data is located page and find the Microsoft cloud service for this feature.