On the 27th of January 2020, as part of 2020 Wave 1 Release, Microsoft announced a range of new features coming to Dynamics 365 Customer Service on the 1st April 2020.

The latest Customer Service release notes enhance functionality with a focus on productivity and efficiency. This is great news for busy customer service agents and administrators who will now benefit from improved access and enhanced navigation.

So, what are some of the updates we can expect to see coming to Dynamics 365 Customer Service in April 2020?

Efficiency and productivity

By targeting some of the most commonly used screens, layouts and processes Microsoft have identified a number of changes that will benefit Customer Service users. The ability to quickly find and share knowledge articles will be improved through new layouts and screens.

Case routing is to be improved, using the new Unified Interface, to enable easy configuration of the rules.  The queue page will also be enhanced, saving all-important time for agents with fewer clicks required. This will ultimately allow for customer issues to be resolved more quickly.

The navigation in queues is also to be enhanced with agents now able to go through the list of items in the queue without the need to navigate away from the page. The email experience will also be significantly enhanced with templates and rich formatting capabilities available.


There are some additional customisation options available with the latest release. One of these, “customisation of the Case Resolution dialog box”, has been added to the product roadmap as direct response to user feedback. This feature helps managers identify recurring issues and proven resolution patterns to inform other incident responses. This will now be improved thanks to valuable user feedback.

The latest updates will also introduce flexibility to customise scheduling, enabling administrators to adjust the experience to reflect how their organisation operates.

Proactive processes

Microsoft continue to improve automated processes throughout its suite of products, creating proactive workflows that enhance the customer experience. In Customer Service this release will include leveraging Connect Customer Service which enables organisations to actively look for issues with customers’ devices through IoT (the internet of things) signals and proactively resolve those issues, increasing customer satisfaction and reducing assisted support service costs.

Unified interface

As previously announced by Microsoft, all customers will need to migrate to the Unified Interface experience by October 1, 2020. There are therefore several updates in this release to move this migration process forward.

The Customer Service Hub, that is built on the Unified Interface framework, will be automatically installed in all environments. Existing customers will have access to the Customer Service Hub app, and users with the Customer Service app’s access security role will be able to view and use the app.

License changes will come into effect. Team Member licenses will only to be able to access a limited set of designated app modules after 1st April 2020. These users will no longer be able to access Customer Service Hub, Sales Hub or any other custom app modules. The administration of the Site entity and SLAs will now move to the Unified Interface.

Luckily, the new experience uses Microsoft Power Automate which provides an easy-to-use interface to create or update conditions and actions.


Omnichannel for Dynamics 365 Customer Service allows agents to engage with customers across different channels. In this release there are improvements to the integrated communications with apps and third-party tools.

Early access to these features is available from Monday 3rd February 2020. You can opt in to enable these features in your environment. This will allow you to test these features and then adopt them across your environments. Alternatively, get in touch and we will be glad help your organisation transition through and harness the power of these changes.