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Dynamics 365 Customer Service roadmap

Roadmap priorities

Omnichannel customer engagement:

To enable customers to engage with your company seamlessly through intelligent self-service or highly personalised 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.


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.

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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