Multi-entity and customizable views in inbox
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 by admins, makers, or analysts | - | - | 
Oct 3, 2022 |
Business value
Configurable views for the inbox let admins create and assign views to customer service agents. Agents can quickly triage and respond to customer issues through views that show the work items they need to focus on rather than having a one-size-fits-all approach. Admins can configure views in ways that best meet the needs of their organization.
Feature details
This release provides the following inbox enhancements:
- Ability to show cases, emails, voicemails (preview), and conversations in a single view
- Ability for admins to create custom views and assign them to users
- Prioritization of items in the views for efficient triaging
- Ability for admins to apply simple or advanced filters to entities in a custom view
- Ability for admins to add and remove other entities from the inbox
