What's new and planned for Dynamics 365 Customer Service
This topic lists features that are planned to release from April 2025 through September 2025. Because this topic lists features that may not have released yet, delivery timelines may change and projected functionality may not be released. For more information, go to Microsoft policy.
For a list of the previous wave's release plans, go to 2024 release wave 2 plan.
In the General availability column, the feature will be delivered within the month listed. The delivery date can be any day within that month. Released features show the full date, including the date of release.
This check mark (
) shows which features have been released for public preview or early access and for public preview, early access, and general availability.
Administrator experiences
An intuitive, modern administration experience is key to quickly setting up Dynamics 365 Customer Service and using its features.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Data sensitivity labels for email | Users by admins, makers, or analysts | Apr 2025 | - | - |
Copilot and AI innovation
Copilot in Customer Service consists of various generative AI capabilities that expedite resolutions of customer issues and increase customer satisfaction.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Use Copilot-powered email template recommendations | Users by admins, makers, or analysts | Apr 2025 | - | - |
| Use Copilot Studio agents for customer surveys | Users by admins, makers, or analysts |
Nov 18, 2024 |
- | Apr 2025 |
| View customer sentiment indicators on email | Users by admins, makers, or analysts | Apr 2025 | - | - |
| Insert Copilot prompts in email templates | Users by admins, makers, or analysts | Apr 2025 | - | - |
| Use Copilot to generate contextual partial email content | Users by admins, makers, or analysts | Apr 2025 | - | Jul 2025 |
Service representative experiences
Enable service representatives to handle multiple interactions, switch between sessions without losing context, and use productivity tools to enhance workflows.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Modernization and refresh of Customer Service workspace app | Users, automatically | - | - | Apr 2025 |
| Create personalized case views in the inbox | Users by admins, makers, or analysts | - | - | Apr 2025 |
| Automatically restore sessions after a browser refresh | Users by admins, makers, or analysts |
Oct 1, 2024 |
- | Apr 2025 |
| Inbox view is on by default for service reps | Users, automatically | - | - | Apr 2025 |
| Configure timeout rules override in SLA-based automatic actions | Users, automatically | - | - | Sep 2025 |
Unified routing
Intelligent work item classification and omnichannel routing capabilities enable the flexibility and automation of AI-enabled workflows.
| Feature | Enabled for | Public preview | Early access* | General availability |
|---|---|---|---|---|
| Maintain routing rules in bulk | Admins, makers, marketers, or analysts, automatically | - | - | Apr 2025 |
You are able to opt into some features as part of early access on February 3, 2025, including all mandatory changes that affect users. To learn more, go to Early access FAQ.
Description of Enabled for column values:
Users, automatically: These features include changes to the user experience and are enabled automatically.
Admins, makers, marketers, or analysts, automatically: These features are meant to be used by administrators, makers, marketers, or business analysts and are enabled automatically.
Users by admins, makers, or analysts: These features must be enabled or configured by the administrators, makers, or business analysts to be available for their users.
For a list of the countries or regions where Dynamics 365 business applications are available, go to the International availability guide. For more information about geographic areas and datacenters (regions), go to the Dynamics 365 and Microsoft Power Platform availability page.