Microsoft is preparing a series of updates to the Dynamics 365 for Customer Service app including plans to embrace the Unified Client Interface (UCI), the launch of the Omni-channel Engagement Hub for managing inbound and outbound customer interaction, and adding access to the Universal Resource Scheduler.

Microsoft program manager Hemant Raj revealed key priorities in the Customer Service app for the October 2018 release wave, as well as other preview features at  CRMUG/D365UG Summit this week. As part of the October 2018 release wave, the Unified Service Desk will begin to render some pages in the UCI and add support for the faster Microsoft Edge browser, Raj said.