Get started with Customer Service workspace

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, thereby boosting 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, see Customer Service workspace system requirements.

Set up Omnichannel in Customer Service workspace

With the Dynamics 365 Customer Service Digital Messaging add-on, the agent 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 sessions and tabs

Customer Service workspace allows agents to work on multiple sessions at a time in a single app while keeping the work organized.

• Agents can work on up to nine sessions and within a session, they can open up to 10 tabs.
• A new session starts when an agent opens a case from the Home session or accepts an incoming conversation.
• If the agent opens the customer record from a session, a new tab opens in the same session.
• Agents can select the hamburger icon to access the site map.
• When an agent opens a page from the site map, the page loads in the current focused session.

Navigate sessions and tabs

The following table gives an overview of the multisession navigation:

Use the Inbox

If your administrator has 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:

• SMS
• persistent chat
• Facebook
• WeChat
• LINE
• WhatsApp
• Microsoft Teams

More information: Configure the inbox view

Use the productivity pane with Smart Assist

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 are working on. You'll also see agent scripts that guide you through a consistent series of steps with potentially automated actions through macros.

More information: Productivity pane

Work with cases, activities, knowledge articles, and email templates

On the Customer Service Agent Dashboard, here are some of the actions you can do:

• View cases and activities assigned to you
• View cases available to work on
• Create, delete, and filter cases and activities from the workspace

Customize the agent experience with Customer Service admin center

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.

More information: Agent experience profiles

Considerations

Here are a few things to note when you use Customer Service workspace in your organization:

• We recommend that you have only one browser instance accessing the app.
• XRM.Navigation.openForm and Xrm.Navigation.navigateTo APIs have a similar navigation as the multisession app. For example:
  • A new session is initiated if you open a form through XRM.Navigation.openForm from Home.
  • A new tab in the focused session is initiated if you open a form through XRM.Navigation.openForm from a case session.
• Opening a WebResource through 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 method
• You can open sessions and tabs using Microsoft.Apm APIs. More information: App profile manager JavaScript API Reference
• The multisession capabilities are supported in the Customer Service workspace and Omnichannel for Customer Service apps only. You won't be able to navigate across multiple sessions in a custom app or a copy of the Customer Service workspace app in your environment.

Limitations

The following limitations apply to Customer Service workspace:

• When you switch between tabs or sessions:
  • Subgrid controls don't retain the filter or sort conditions.
  • Web resources, form components, custom pages, and third-party websites don't retain the state of the page.
  • When changing the status record in a tab, the corresponding record open in a grid or subgrid of another tab doesn't refresh automatically.
• Customer Service workspace isn't supported in mobile devices, Unified Service Desk, Microsoft Teams, and with Dynamics 365 Customer Engagement (on-premises).

Deprecated Customer Service workspace layout

The legacy layout has been deprecated and will be removed in October 2023.

Turn on legacy layout (deprecated)

You can enable the legacy layout in one of the following ways:

Turn off the close session dialog

1. With Customer Service workspace open, press the F12 key to open the developer tools window.
2. In the console window, enter the following command: Xrm.Utility.getGlobalContext().saveSettingValue("msdyn_SuppressSessionCloseWarning",true)
3. Refresh the app page.

Turn on legacy navigation (deprecated)

1. With Customer Service workspace open, press the F12 key to open the developer tools window.
2. In the console window, type the following command and press Enter: Xrm.Utility.getGlobalContext().saveSettingValue("msdyn_MultisessionNavigationImprovements",false)
3. Refresh the app page.

Training resources

• Download the Customer Service workspace in a day training
• 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.

See also

Work with cases in Customer Service Hub
Overview of the productivity pane
View the agent calendar