Dynamics 365 for Customer Service roadmap
Roadmap priorities
Omnichannel customer engagement:
To enable customers to engage with your company seamlessly through intelligent self-service or highly personalized assisted service channels.
Agent and supervisor empowerment:
To provide agents and supervisors with the ability to deliver optimal outcomes by giving them full visibility into customer interactions and sentiment across self and assisted support channels and over time.
Knowledge management:
To improve agent productivity and reduce customer effort by taking advantage of knowledge base articles created internally and sourced from channels such as forums and communities.
Intelligence:
To use insights and AI-driven actions to streamline operations, improve support outcomes, and drive efficiencies.
Proactive support:
To reduce the need for customers to open support cases by using predictive care and connected devices to detect issues before customers do.
Details and timelines
The release plan outlines our commitment to continuously deliver new capabilities and provides early visibility for upcoming release waves. Please connect with us to learn more.