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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.


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
Facilitate real-time assisted support with first-party live chat
General availability
Enable your customers to engage using two-way communication via SMS messaging
Public preview
Automate routing of customer interactions to the right agent across channels
General availability
Enable agents to work on multiple customer interactions in parallel
General availability
Use prebuilt templates to facilitate knowledge article creation
General availability
Keep knowledge base updated by identifying content gaps using out-of-the-box dashboards
Public preview
Use Dynamics 365 AI bots to resolve routine customer requests
Public preview
Empower service managers to monitor and coach agents
General availability

Learn more about our product roadmaps

Dynamics 365

Product roadmaps coming soon

Power Platform

Dynamics 365 for Customer Service roadmap

Prerelease product or features may be substantially modified before commercial release. This roadmap represents a product view and isn’t indicative of final licensing of individual features. Microsoft makes no warranties, express or implied, with respect to the information provided.

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