Scheduling and IoT capabilities in Customer Service workspace

  • Article

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 - Jan 31, 2022 Apr 1, 2022

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 Internet of Things (IoT) capabilities are currently available only in the Customer Service Hub app. In this release, agents can seamlessly manage appointments using scheduling capabilities, and proactively resolve issues created from IoT alerts by using the IoT capabilities in the Customer Service workspace app.

Feature details

This feature provides service scheduling capabilities within the Customer Service workspace.

Key capabilities include the ability to:

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

This feature also provides connected Customer Service capabilities within the 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)