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Dynamics 365 Customer Service roadmap

Roadmap priorities

Insights and AI:

To help agents and supervisors make more informed decisions and improve organisational efficiency.

Omnichannel engagement:

To enable customers to engage with your company seamlessly through the channels they prefer.

Agent productivity:

To remove barriers that hinder productivity in order to provide more consistent, efficient support.


To give customers the ability to resolve problems independently and get answers using resources such as knowledge base articles, community forums, and virtual agents.

Proactive service:

To use insight tools and embedded intelligence to extend support to customers before they submit a new ticket themselves.

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.

Learn more about our product roadmaps

Dynamics 365

Microsoft Power Platform

Product roadmaps coming soon

Dynamics 365

Dynamics 365 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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