Dynamics 365 for Customer Service roadmap
Roadmap priorities
Omni-channel customer engagement:
To enable customers to engage with your company on their terms—through any channel and on any device.
Agent experience:
To empower your agents to personalize every interaction and deliver optimal outcomes.
Knowledge management:
To improve agent productivity and reduce customer effort by taking advantage of knowledge.
Intelligence:
To use insights and AI-driven actions to streamline operational efficiencies and improve support outcomes.
Roadmap details and timeline
These upcoming capabilities outline our commitment to deliver on our roadmap priorities. Please connect with us to learn more about the entire set of capabilities planned for our next major updates.
Release notes:
Public preview:
General availability:
| Next 12 months | ||
|---|---|---|
| Customer Service | ||
| Capability | Availability | |
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Facilitate real-time assisted support with first-party live chat
General availability
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Enable your customers to engage using two-way communication via SMS messaging
Public preview
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Automate routing of customer interactions to the right agent across channels
General availability
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Enable agents to work on multiple customer interactions in parallel
General availability
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Use prebuilt templates to facilitate knowledge article creation
General availability
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Keep knowledge base updated by identifying content gaps using out-of-the-box dashboards
Public preview
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Use Dynamics 365 AI bots to resolve routine customer requests
Public preview
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Empower service managers to monitor and coach agents
General availability
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