Scheduling and IoT capabilities in Customer Service workspace

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Important

This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.

Enabled for Public preview Early access General availability
Users, automatically - Aug 2, 2021 Oct 4, 2021

Business value

The Dynamics 365 Customer Service workspace app increases agent productivity with the ability to work on multiple sessions at a time in a single workspace experience. Scheduling and IoT capabilities are currently available only in the Customer Service Hub app. This release addresses this gap and brings to Customer Service workspace the ability for agents to seamlessly manage appointments using the scheduling capabilities, and proactively resolve issues created from IoT alerts by leveraging the IoT capabilities.

Feature details

This feature provides service scheduling capabilities within Customer Service workspace. Key capabilities include the ability to:

  • Set up resources, resource categories, services, and more.
  • View and manage schedules on the schedule board.
  • Manage appointment and service activity bookings.

This feature also provides Connected Customer Service capabilities within Customer Service workspace. Key capabilities include the ability to:

  • Manage IoT alerts.
  • Manage devices.
  • Create a case from an alert.

See also

Connected Customer Service in Customer Service workspace (docs)