With each new release, Microsoft brings forth a number of exciting new features and capabilities. However, to make room for innovation and to streamline the platform, some older features are retired. In 2023, Microsoft announced several deprecated features in Dynamics 365 Customer Service. Today, we’ll take a closer look at some of these deprecated functionalities.
Intraday Insights Reports in Omnichannel for Customer Service: Intraday insights reports were a valuable tool for monitoring real-time data about agents within an organization.
Admin Apps: Admin apps provided administrators with a dedicated space to manage various aspects of Dynamics 365 Customer Service. The following admin apps are deprecated and replaced with the Customer Service Admin Center App.
The Service Management Area in the Customer Service Hub App: The Service Management area was a section in the Customer Service Hub app for managing customer service admin settings.
The Omnichannel Admin Center was used to configure the channels, agents, and supervisor settings.
The App Profile Manager: This feature allowed administers to create and manage app profiles.
Internet Explorer 11: Microsoft is officially ending support for Internet Explorer 11 across all its products, including Dynamics 365 Customer Service. Users are encouraged to switch to modern, more secure browsers such as Microsoft Edge for the best experience.
Service Scheduling was a useful tool for managing appointments and resources. It was replaced by a new scheduling experience.
Standard SLAs (Service Level Agreements) are deprecated, while Enhanced SLAs are still available for use.
For more information on deprecated Microsoft features in Dynamics 365 Customer Service, please visit: https://learn.microsoft.com/en-us/dynamics365/customer-service/deprecations-customer-service
