Updated: February 19, 2021 (February 17, 2021)
Analyst ReportDynamics 365 Customer Service Add-Ons Discontinued
- Customer Service Insights and Virtual Agent for Customer Service, both stand-alone add-ons for Dynamics 365, have reached end of service and are being removed.
- Customers are being directed to capabilities embedded in Dynamics 365 and in Power Virtual Agents.
- These changes may have impact on existing customer applications.
Dynamics 365 Customer Service Insights
Dynamics 365 Customer Service Insights is an add-on and stand-alone Web application for Dynamics 365 that helps service agents resolve issues by presenting comparable cases and suggesting relevant knowledge base articles based on real-time text analysis of the open case. It will be retired and made inaccessible on December 8, 2021. The Customer Service Insights feature that is embedded in the Dynamics 365 Customer Service core application is continuing and will be supported for existing users with Customer Service Enterprise licenses. However, users will not be able to create new workspaces, suggesting that it will be eventually shut down.
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