Upcoming features included in release plans: 11

Dynamics 365 Customer Service 2024 release wave 2

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Upcoming features included in release plans: 11
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Business Value

This feature allows an administrator to configure one ARC rule for multiple queues, thereby reducing the time it takes to set up and maintain ARC rules over time.

Feature Details

In the Copilot Service admin center app, administrators can go to Case settings > Automatic record creation and update rules, where they will have the option to add multiple queues to monitor for new ARC rules. Previously, they could select only one queue per ARC rule.

If any new ARC rule is associated with multiple queues, records can be created based on the ARC rule conditions from queue items from any queues. For example, if an email-to-case ARC rule is associated with two email queues, a rule can be created when an email comes to any of the two queues. Previously, two separate ARC rules were needed for each queue.

This way, administrators need not have duplicate ARC rules for each queue. They can have a common ARC rule to be used across multiple queues.

Enabled for:

Users by admins, makers, or analysts
This feature must be enabled or configured by administrators, makers, or business analysts to be available for their users.

Change history
Timelines:
Early Access: ---
Public Preview: ---
General Availability : Jul 2025
Last updated: Jun 11, 2025

Included in:
2025 release wave 1

Enabled for:
Users by admins, makers, or analysts

Business Value

Inline Copilot significantly enhances service representative productivity by minimizing manual effort during email composition. In addition, enabling service representatives to incorporate additional content with Copilot's assistance enhances the quality of the composed emails. This flexibility allows service representatives to include relevant information, thereby improving the accuracy and overall quality of the emails. This can reduce back-and-forth interactions, leading to increased customer satisfaction (CSAT).

Feature Details

Customer service representatives can now invoke the inline email Copilot feature mid-draft, enabling them to use AI assistance at any point during email composition. This enhancement helps representatives generate relevant partial drafts using the existing email assist functionality, which seamlessly integrates with the ongoing content-boosting efficiency and response quality.

Copilot email assist generating a partial email draft.

This functionality will be available in the inline editor only and not in the Copilot help pane.

Enabled for:

Users by admins, makers, or analysts
This feature must be enabled or configured by administrators, makers, or business analysts to be available for their users.
Note:
  • The author created this article with assistance from AI. Learn more

Change history


Public preview date moved to Apr 2025
General availability date moved to Jul 2025
Feb 28, 2025
Timelines:
Early Access: ---
Public Preview: Apr 4, 2025
General Availability : Jul 2025
Last updated: Jun 10, 2025

Included in:
2025 release wave 1

Enabled for:
Users by admins, makers, or analysts

Business Value

Case Management Agent automates case details during live chats and from incoming emails, saving time for customer service representatives and reducing conversation wrap-up time. It also sends follow-up emails and resolves cases automatically, improving service representative efficiency and satisfaction by eliminating manual administrative tasks. Moreover, it identifies experts automatically and prompts customer service representatives to collaborate with them directly through Teams chat, providing a seamless experience through automatic summarizing of case context. Collaboration summaries are integrated into the application, enhancing the knowledge base and minimizing the need for future collaborations.

Feature Details

When a live chat is accepted by a customer service representative, the Case Management Agent automatically creates a case and populates the required information. As the conversation progresses, representatives can use the agent to update case fields in real time. When the conversation ends, the agent updates the case fields automatically.

Similarly, when an email is converted into a case through automatic record creation (ARC) rules, the required information is automatically extracted from the email. The case remains up to date as new emails from the customer are received.

Email classification uses AI to categorize incoming emails into predefined categories. This enables the automation of support workflows—such as skipping case creation for "thank you" or marketing spam emails, or creating cases only for relevant inquiries. This helps optimize support processes, improve productivity, and reduce operational costs.

The Case Management Agent also provides intelligent, one-click collaboration prompts. It identifies the right experts automatically and generates a concise case summary to help collaborators get up to speed quickly. Collaboration insights are captured in the case timeline, streamlining future processes.

Finally, the agent tracks cases that require attention, sends follow-up emails based on SLA criteria, and either resolves the case or alerts the service representative when a customer responds. These capabilities aim to boost the efficiency of case creation and closure, ultimately reducing case handling time.

Enabled for:

Users by admins, makers, or analysts
This feature must be enabled or configured by administrators, makers, or business analysts to be available for their users.
Note:
  • The author created this article with assistance from AI. Learn more

Change history
Timelines:
Early Access: ---
Public Preview: Apr 10, 2025
General Availability : Oct 2025
Last updated: May 19, 2025

Included in:
2025 release wave 2
2025 release wave 1

Enabled for:
Users by admins, makers, or analysts

Business Value

With this capability, integrations of AI agents are simplified for developers, saving significant development time and resources and allowing teams to focus on higher-value tasks.

Service representatives can connect to their favorite AI agent, such as Claude, using the Model Context Protocol (MCP) server as easily as installing a new mobile app, and increase their productivity, leading to faster resolution times and improved customer satisfaction.

Feature Details

Whether you're a developer building an AI agent to automate a part of the service workflow, or a customer service representative using AI agents such as ChatGPT and Claude to get work done, you can now connect Customer Service to your agents with the MCP server.

The integration provides the following capabilities:

  • Update an account
  • List all accounts
  • Create a case
  • Update a case
  • List cases
  • Draft an email response
  • Send an email response

Dynamics 365 customers can use Microsoft Copilot Studio to build custom agents for service teams that include the Dynamics 365 Customer Service MCP server or connect Dynamics 365 with any other agent platform that supports the MCP protocol. By using the Customer Service MCP server in combination with MCP servers from other business applications such as Sales and ERP systems, customers can also automate complex cross-functional business operations with ease. For example, an order can be generated through the Dynamics 365 Business Central MCP server, after an MCP client is engaged with the Customer Service MCP server.

Enabled for:

Admins, makers, marketers, or analysts, automatically
This feature is meant to be used by administrators, makers, or business analysts and is enabled automatically.
Note:
  • The author created this article with assistance from AI. Learn more

Change history
Timelines:
Early Access: ---
Public Preview: May 2025
General Availability : Oct 2025
Last updated: May 19, 2025

Included in:
2025 release wave 2
2025 release wave 1

Enabled for:
Admins, makers, marketers, or analysts, automatically

Business Value

You can accelerate email responses with intelligent template prompts. Copilot prompts in email templates automatically populate email templates with the prompt content, reducing service representative workload and ensuring consistent, accurate customer communication.

Feature Details

With this feature, administrators can configure email prompts as part of email templates. When a customer service representative inserts an email template, Copilot autopopulates content from the prompts, improving agent productivity and reducing manual effort.

Enabled for:

Users by admins, makers, or analysts
This feature must be enabled or configured by administrators, makers, or business analysts to be available for their users.

Change history
Timelines:
Early Access: ---
Public Preview: Apr 15, 2025
General Availability : Oct 2025
Last updated: Jun 10, 2025

Included in:
2025 release wave 2
2025 release wave 1

Enabled for:
Users by admins, makers, or analysts

Business Value

This feature takes a customer-centric approach with the intent determination process being a key component in understanding and categorizing customer needs. The intent groups represent the customers' reasons for contact more accurately, leading to efficient assignment and potentially improving customer satisfaction. The user groups allow for efficient management and operational agility, addressing the challenges of balancing service requests and supporting representatives' availability. The mapping of user groups to intent groups helps to streamline the routing process, reduce complexity, and enable quicker resolution of customer issues.

Feature Details

  • Intent determination: Use generative AI to recognize customer intent, a natural language description of a customer problem; and intent groups—logical clusters of similar intents that represent the broad customer pain points and business expertise needed to address these pain points.
  • Customizable user groups mapped to intent groups: Manually curate user groups to create clusters of support representatives with similar capabilities and expertise and decorate groups based on attributes such as language, region, and other business criteria. Administrators can map user groups to intent groups and configure certain matching conditions if required.
  • Intelligent assignment: Match customer inquiries to the most appropriate support representative in the user group based on real-time attributes like capacity and presence.
  • Integration and flexibility: Easily integrate with existing customer service platform and provide flexibility to adjust routing parameters, adapting to changing business needs and customer demands.
  • Supported channels: Live chat and persistent chat; case (Incident entity in record channel).

Enabled for:

Users by admins, makers, or analysts
This feature must be enabled or configured by administrators, makers, or business analysts to be available for their users.
Note:
  • The author created this article with assistance from AI. Learn more

Change history
Timelines:
Early Access: ---
Public Preview: May 15, 2025
General Availability : Oct 2025
Last updated: May 21, 2025

Included in:
2025 release wave 2
2025 release wave 1

Enabled for:
Users by admins, makers, or analysts

Business Value

Transform customer support communication with intelligent template recommendations that cut response times and eliminate administrative friction. By leveraging AI to precisely match contextual templates, support teams can dramatically reduce manual template searching, accelerate case resolution, and deliver more consistent, accurate customer communications.

Feature Details

Copilot Email Assist now suggests relevant email templates, reducing the need for customer service representatives to search for templates manually. Copilot’s suggestions are based on email content, search context, and thread intent. Representatives can access these suggestions directly from the email editor.

This is a pay-as-you-go feature. Learn more in Pay-as-you-go plan.

  • Representatives can enter a custom prompt in the inline Email Assist card when replying to a customer.

  • Copilot matches the prompt with email templates stored in the application and selects the most appropriate one in the inline email form.

    Copilot recommending an email template

  • Representatives can see the name of the email template selected. They can also select a different email template, if required.

    Template inserted and template name displayed

For representatives to use this feature, administrators must do the following:

  • Enable the feature.
  • Create email templates in the application, as Copilot can only recommend existing templates.

Enabled for:

Users by admins, makers, or analysts
This feature must be enabled or configured by administrators, makers, or business analysts to be available for their users.

Change history
Timelines:
Early Access: ---
Public Preview: Apr 15, 2025
General Availability : Oct 2025
Last updated: Jun 10, 2025

Included in:
2025 release wave 2
2025 release wave 1

Enabled for:
Users by admins, makers, or analysts

Business Value

In scenarios where a service representative might be on leave, needs more response time, or transfers a conversation to a different queue, the service representative should be able to change the flow of the rules for automatic actions.

Feature Details

The service representative should be able to turn off each of the automatic actions that would be enacted on the conversation by instance. Additionally, administrators can add more settings, such as actions (Active to Waiting) and trigger events (Agent Non-response time), so that they can configure the timeout rules.

Enabled for:

Users, automatically
This feature includes changes to the user experience for users and is enabled automatically.

Change history


General availability date moved to Jun 2025 Feb 14, 2025
Timelines:
Early Access: ---
Public Preview: ---
General Availability : Sep 2025
Last updated: May 19, 2025

Included in:
2025 release wave 1

Enabled for:
Users, automatically

Business Value

This feature helps contact center supervisors manage large volumes of conversations efficiently. By enabling search and bulk actions based on filters like intent, queue status, and timeframe, supervisors can balance workloads, send messages, and close or transfer conversations in a few clicks. This drives faster resolution, reduces agent load, and ensures a smoother customer experience.

Feature Details

New feature: Bulk actions for supervisors

Supervisors can now take bulk actions on multiple conversations at once by filtering based on key attributes such as intent group, related intents, queue, and status. These new capabilities will be available directly in the Omnichannel real-time analytics dashboard within Customer Service workspace.

The bulk action workflow:

  • Flexible search options: Filter conversations using either structured fields or natural language queries.
  • Result review and validation: Review the list of filtered conversations before proceeding with any action, ensuring accuracy and relevance.

Bulk actions include:

  • Assign to Queue: Assign conversations to the appropriate queue based on agent skills or availability.
  • Customer Messaging (C2): Send wrap-up messages to customers to provide resolution and closure outside of the conversation channel.
  • Agent Notifications: Notify agents with real-time updates or guidance related to specific conversations.
  • Bulk Close: Close multiple conversations at once—ideal for cleaning up test environments or managing inactive threads.

Enabled for:

Admins, makers, marketers, or analysts, automatically
This feature is meant to be used by administrators, makers, or business analysts and is enabled automatically.
Note:
  • The author created this article with assistance from AI. Learn more

Change history
Timelines:
Early Access: ---
Public Preview: Sep 2025
General Availability : Oct 2025
Last updated: May 19, 2025

Included in:
2025 release wave 2
2025 release wave 1

Enabled for:
Admins, makers, marketers, or analysts, automatically

Business Value

Customers have very different lines of businesses that require separate applications for each LOB. This way they can create unique experiences for those different business segments. The multisession functionality can be enabled for representatives using custom model-driven apps, allowing organizations to create multiple specialized workspace applications tailored to their specific business requirements. By bringing this browser-like experience to custom apps, organizations can maintain their unique business processes while giving agents the efficiency benefits of concurrent session management.

Feature Details

With the create multisession apps enhancement, administrators can enable multisession capabilities for custom model-driven applications. This feature allows customer service representatives to manage multiple customer interactions simultaneously within a single application. Representatives can now handle several cases, conversations, and other activities without switching between apps, significantly improving productivity.

Enabled for:

Users by admins, makers, or analysts
This feature must be enabled or configured by administrators, makers, or business analysts to be available for their users.
Note:
  • The author created this article with assistance from AI. Learn more

Change history
Timelines:
Early Access: ---
Public Preview: Apr 30, 2025
General Availability : Oct 2025
Last updated: May 19, 2025

Included in:
2025 release wave 2
2025 release wave 1

Enabled for:
Users by admins, makers, or analysts

Business Value

This feature streamlines email template management by enabling administrators to add line-of-business (LOB) tags, customize views, and perform bulk actions on templates. These advanced organization capabilities help customer service representatives quickly discover relevant content within large template libraries, reduce time spent on repetitive tasks, and efficiently filter templates based on business needs. Additionally, the introduction of multi-language support beyond English enhances global communication and improves overall operational efficiency.

Feature Details

Administrators can now add LOB tags to email templates. They can customize email template views and perform bulk actions to apply these tags across multiple templates.

With this enhancement, email templates also support languages other than English.

Enabled for:

Users by admins, makers, or analysts
This feature must be enabled or configured by administrators, makers, or business analysts to be available for their users.

Change history
Timelines:
Early Access: ---
Public Preview: Aug 2025
General Availability : Nov 2025
Last updated: May 19, 2025

Included in:
2025 release wave 2
2025 release wave 1

Enabled for:
Users by admins, makers, or analysts