Consultant-focused KB for Microsoft Dynamics 365 Customer Service: implementation notes, gotchas, and configuration decisions beyond the official docs — across case management, queues and routing, knowledge base, SLAs, omnichannel, agent experience, Copilot, analytics, and administration.
Features Microsoft has announced are going away for Dynamics 365 Customer Service, grouped by the area they affect. The mirror of the roadmap: what to plan a migration off, not what to adopt. 3 still to take effect · 13 already retired.
Deprecated May 2024, removal 31 March 2026. Conversation diagnostics in Azure Application Insights is the replacement, so factor an App Insights dependency into routing support.
Microsoft deprecation notice ↗Deprecated May 2025 and removed the following month. Routing designs that leaned on effort estimation for capacity need a different basis.
Microsoft deprecation notice ↗Deprecated 15 December 2025 with support ending 31 January 2026. Fill forms using Copilot is the replacement for generating knowledge metadata.
Microsoft deprecation notice ↗SLAs with SLA Type set to Standard are deprecated and will be removed in a future major release, with no date announced. Build new work on enhanced SLAs and plan a migration for anything still on standard.
Microsoft deprecation notice ↗Deprecated 17 July 2026 and removed from the Copilot Service admin center on 30 September 2026. Anyone running it needs an alternative channel before that date.
Microsoft deprecation notice ↗Deprecated 31 October 2025. Any CTI integration changing outbound configuration through setClickToAct needs reworking against the current API surface.
Microsoft deprecation notice ↗All four were removed from Omnichannel on 8 October 2024. Check channel inventory early on any migration — these do not come across.
Microsoft deprecation notice ↗Deprecated April 2024, support ended April 2025, removed from all environments by October 2025. A client still on this combination is past the end of the road.
Microsoft deprecation notice ↗Deprecated from 1 April 2026. Copilot Service workspace is the destination, and a USD-to-workspace transition is a project in its own right, not an upgrade.
Microsoft deprecation notice ↗Swarming is deprecated and unsupported. Microsoft points at the embedded Teams chat feature, which is a thinner experience — worth setting expectations if a client bought into swarming.
Microsoft deprecation notice ↗Smart assist no longer surfaces case and knowledge suggestions. Copilot is the replacement, which means the licensing conversation changes as well as the UI.
Microsoft deprecation notice ↗The classic editor is deprecated and the modernised editor is the default. Custom styling or scripting against the old editor will not carry over.
Microsoft deprecation notice ↗From February 2025 the Hub app is no longer available to new Enterprise organisations; existing ones keep it. New builds start on Copilot Service workspace whether the client wanted to or not.
Microsoft deprecation notice ↗The original Service MCP Server is deprecated and will be removed. Move to the new Dynamics 365 Customer Service MCP Server and strip the deprecated tools out of anything already wired up.
Microsoft deprecation notice ↗No longer supported. Copilot-generated conversation summary is the replacement, which behaves differently enough to be worth re-demoing to a client.
Microsoft deprecation notice ↗Deprecated 1 December 2025 with support ending 1 December 2026. That year is the window to move supervisors onto the current analytics experience.
Microsoft deprecation notice ↗The same retirement hits Dynamics 365 Customer Service: volume forecasting for cases and conversations, and representative forecasting for conversations, lose support on 30 October 2026 and are removed afterwards. Replacement is forecast scenarios in workforce engagement management. Six weeks' notice, and no in-place migration of the old forecast output.
Move to Forecast scenarios in workforce engagement management (https://learn.microsoft.com/en-us/dynamics365/contact-center/use/workforce-management-forecast-scenarios?context=/dynamics365/context/customer-service-use-context)
Microsoft deprecation notice ↗The unified routing historical analytics dashboards are deprecated in both Customer Service and Contact Center. Budget for rebuilding any routing reporting a client depends on.
Microsoft deprecation notice ↗The legacy Case and Conversation Topics clustering is deprecated with no like-for-like replacement named. If a client reports on topics today, that reporting has a shelf life.
Microsoft deprecation notice ↗The standalone app is deprecated in favour of the embedded experience inside the core Customer Service apps.
Microsoft deprecation notice ↗