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Dynamics 365 Customer Service workspace helps agents increase productivity with a browser-like, tabbed experience. Agents can use the app to work on multiple cases and conversations. It's a modern, customizable, high-productivity application that allows agents to work on multiple sessions at a time in a single workspace.
The application uses artificial intelligence in productivity tools like Smart Assist to identify similar cases and relevant articles, which helps boost agent productivity. Features such as agent scripts and macros provide agents with guidance and resources to automate repetitive tasks to achieve a great customer experience.
For more information about licensing and system requirements, refer to Customer Service workspace system requirements.
Set up Omnichannel in Customer Service workspace
With the Dynamics 365 Customer Service Digital Messaging add-on, the service representatives who work on cases can also engage with customers via channels like Live Chat, voice, and SMS without leaving the Customer Service workspace app. More information: Set up Omnichannel for Customer Service channels in Customer Service workspace
Customer Service workspace allows service representatives to work on multiple sessions at a time in a single app while keeping the work organized.
The following table gives an overview of the multisession navigation:
Action | Result |
---|---|
Open a record from the Home session | Record opens in a new session. |
Open a record from the Global search | Record opens in a new session. |
Open a record from the retrieved search records | Record opens in a focused session. |
Open a record using the Quick Create notification | Record opens in a new session. |
Create a new record | Record opens in a new session. |
Open a record from the timeline | Record opens in a new tab in the focused session. |
Open a record from a form lookup | Record opens in a new tab in the focused session. |
Open a view from the site map | View opens in a new tab in the focused session. |
Open a dashboard from the site map | Dashboard opens in a new tab in the focused session. |
Expand Recent in the site map | You can see records and views opened from the anchor tab only. |
If your administrator turned on session restore, key entities in Customer Service workspace reload automatically if your browser refreshes. Without session restore, when a browser refreshes or reconnects, Customer Service workspace reloads only the home page.
Session restore automatically restores cases, accounts, and their associated application tabs without requiring you to manually reopen them. Focus is restored to the last session or application tab in view. After the presence is loaded, conversations, including calls and chats, are reinstated.
For more information, refer to Enable session restore to automatically reopen sessions and tabs (preview).
If your administrator turned on the inbox for your profile, you can select the Inbox tab to view all the cases, conversations, and activities that are assigned to you. Use the inbox to work on high-velocity tasks. You can also promote inbox sessions to regular sessions when you need more time to resolve a case or complete a conversation.
The asynchronous channels available in the conversation inbox are:
For more information, refer to Configure the inbox view.
When you work on a case, the productivity pane on the right side of the Customer Service workspace displays intelligence-driven suggestions to help you. The productivity pane uses Smart Assist to suggest related cases and knowledge articles that might be relevant to the case you're working on. There are also customer service representative scripts that guide you through a consistent series of steps with potentially automated actions through macros.
For more information, refer to Productivity pane.
On the Customer Service Agent Dashboard, here are some of the actions you can do:
Agent experience profiles enable you to create targeted app experiences for agents and supervisors, and are an alternative to building and maintaining custom apps. With the agent experience profiles, administrators can create custom profiles with specific session templates, conversation channels, and productivity tools. These profiles can then be assigned to users.
For more information, refer to Agent experience profiles.
Here are a few things to note when you use Customer Service workspace in your organization:
XRM.Navigation.openForm
and Xrm.Navigation.navigateTo
APIs have a similar navigation as the multisession app. For example:
XRM.Navigation.openForm
from Home.XRM.Navigation.openForm
from a case session.Xrm.Navigation.openWebResource
opens a new browser window but doesn't remove the navigation and command bars. You can programmatically open web resources as session tabs using the Microsoft.Apm.createTab
method. More information: createTab methodThe following limitations apply to Customer Service workspace:
The legacy layout is deprecated and was removed in October 2023.
You can enable the legacy layout in one of the following ways:
Xrm.Utility.getGlobalContext().saveSettingValue("msdyn_SuppressSessionCloseWarning",true)
Note
The legacy navigation is deprecated and will be removed in a future release.
Xrm.Utility.getGlobalContext().saveSettingValue("msdyn_MultisessionNavigationImprovements",false)
Download the Customer Service workspace in a day training. This training provides an overview of the following topics:
Migrate from Unified Service Desk to Customer Service workspace. The Unified Service Desk to Customer Service workspace Migration Playbook helps you plan and execute the transition from Unified Service Desk to Customer Service workspace.
Work with cases in Customer Service Hub
Overview of the productivity pane
View the agent calendar
Events
Mar 31, 11 PM - Apr 2, 11 PM
The ultimate Microsoft Fabric, Power BI, SQL, and AI community-led event. March 31 to April 2, 2025.
Register today