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2022 Release Wave 1 PlanDynamics 365 release plan for the 2022 release wave 1 describes all new features releasing from April 2022 through September 2022.
2022 release wave 1 plan
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Is the incident entity part of Sales? Using customer engagement licence.
Or do we require Customer service licence to access it?
This may answer your question:
The Customer Service capabilities of Dynamics 365 are quite significant. They are also part of a separate license/app. A license that might make sense for your Customer Service Organization, but what about the occasional case that needs to be created by a Salesperson. A missing part, or some other issue the customer shared with the Salesperson. The Salesperson certainly does not need the full Customer Service capabilities, but they do need some way to engage and initiate simple cases. Microsoft recognized this need and created a new “Lite” case management capability, specifically for this scenario. It is included with either the Professional or Enterprise Sales license/app. A Salesperson can create, assign and resolve these types of cases themselves, without needing the full-blown Customer Service license. This is an important factor to consider.
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