Get started with Customer Service workspace
The Dynamics 365 Customer Service workspace app helps increase agent productivity with a browser-like tabbed experience that lets agents work on multiple cases and conversations using the same app. 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 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
You can set up your Customer Service workspace environment so that agents working on cases can also engage with customers via channels like Live Chat, voice, and SMS without leaving the app, by using the Omnichannel for Customer Service add-on license. More information: Set up Omnichannel for Customer Service channels in Customer Service workspace
Note
The Customer Service workspace app is not supported on Unified Service Desk.
Access Customer Service workspace layouts
You can access Customer Service workspace through the app selector where you'll find other Dynamics 365 apps. You can also select it in the dropdown navigation in the upper-left corner of Dynamics 365.
By default, Customer Service workspace opens in the Customer Service Agent Dashboard view. The dashboard shows your active cases, cases you can work on in queues that you're assigned to, and your open activities. You can open existing cases and activities, work on new cases and activities, and create cases and activities.
The Customer Service workspace app supports two layouts:
- Default workspace
- Enhanced multisession workspace (recommended)
You can switch to the enhanced layout with the following steps:
- With Customer Service workspace open, press the F12 key to open the developer tools window.
- In the console window, enter the following command:
Xrm.Utility.getGlobalContext().saveSettingValue("msdyn_MultiSessionLayoutImprovements",true) - Refresh the app page.
To revert back to the default layout, enter the following command in the developer tools window: Xrm.Utility.getGlobalContext().saveSettingValue("msdyn_MultiSessionLayoutImprovements",false)
Important
- When you turn on the enhanced multisession workspace layout, the enhanced experience gets applied in both Customer Service workspace and Omnichannel for Customer Service.
- The multisession mode and navigation capabilities are supported in the Customer Service workspace and Omnichannel for Customer Service apps only, and not in copies of these apps or custom apps.
The following table provides an overview of the layouts:
| Default workspace | Enhanced multisession workspace |
|---|---|
|
|
| 1. Select the Home icon to return to the Customer Service Agent Dashboard view. 2.The session pane shows all the sessions you've opened. Select the icons to navigate between sessions. 3.Select the + icon in the tab bar to open more workspaces in a new tab. If you hold the Ctrl key while you select a case or an activity, the case or activity opens in a new tab, too. Select a tab to navigate between sessions. 4. Select the arrow to choose a different view. 5. Select a case or an activity to open a new session. The session replaces your current view with the case form. 6. Select the back arrow in the upper-left corner of the form to get back to your previous view. To open the case or activity in a new tab, hold the Ctrl key while you select it. 7. Select the arrow to view a different dashboard. |
1. Select the icon to open the site map. 2. Select the Home tab to return to the Customer Service Agent Dashboard view. 3. Select the Inbox tab to view all the cases and conversations that are assigned to you. You'll only see the inbox if it's turned on for your profile. 4. Each open session has a tab in the tab row. Select a tab to navigate between sessions. 5. Select a case or an activity to open a new session. The session opens in a new tab in the workspace window. 6. Select the arrow to choose a different view. 7. Select the arrow to view a different dashboard. |
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. When an agent opens a case from the Home session or when the agent accepts an incoming conversation, a new session will be launched. If the agent opens the customer record from a session, a new tab will be launched in the same session.
Navigate sessions and tabs
The following table gives an overview of the navigation in both views:
| Column | Default | Enhanced multisession workspace |
|---|---|---|
| Select a record from the Home session | Record opens in a new session | Record opens in a new session |
| Select a record from the Global search | Record opens in a new tab | Record opens in a new session |
| Select a record from the retrieved search records | Record opens in a new tab | Record opens in a new tab |
| Create a record using the Quick Create form | Record opens in a new tab | Record opens in a new session |
| Create a new record | Record opens in a new session | Record opens in a new session |
| Select a record from the timeline | Record opens in a new tab | Record opens in a new tab |
| Select an entity from the site map | Record opens in a new tab | Record opens in a new tab |
The enhanced multisession workspace also has improved in-app notification integration.
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, Twitter, WeChat, LINE, WhatsApp, and Microsoft Teams.
The inbox conversation view looks as seen in the following screenshot.
The inbox case view looks as seen in the following screenshot.
More information: Configure the inbox view
Use the productivity pane with Smart Assist
While you're working 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 could be relevant. 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
View the agent calendar (preview)
As an agent, it's helpful to know your work schedule. If your administrator has enabled the calendar view, you can quickly see your working hours, non-working hours, and any time-off you've scheduled. The calendar view is read-only and includes daily, weekly, and monthly view options.
In Customer Service workspace, select the Customer Service Agent Dashboard page from the System Dashboards dropdown menu.
In the site map, select the plus (+) icon, and then select My schedule from the dropdown menu.
The My schedule page opens with a read-only calendar view of the working hours, non-working hours, and any time off you have scheduled. Use the command bar at the top to change the view to daily, weekly, or monthly.
Work with cases, activities, knowledge articles, and email templates
On the Customer Service Agent Dashboard, you can view cases and activities that are assigned to you. You can also view cases available to work on. You can perform various actions such as create, delete, and filter cases and activities from the workspace.
Case
| Label | Description |
|---|---|
| 1 | Select the top check mark to select all cases in the view, or select individual check boxes to group cases for bulk editing. |
| 2 | Associate child cases with selected cases. |
| 3 | Merge selected cases. |
| 4 | Edit selected cases. |
| 5 | Delete selected cases. |
| 6 | Apply a routing rule to route selected cases to a queue. |
| 7 | Open the menu for more actions such as Assign, Add to Queue, Run Report, Email a Link, Share, Follow, and Unfollow cases. |
More information: Work with cases
Activities
| Label | Description |
|---|---|
| 1 | Select the top check box to select all activities in the view, or select individual check boxes to group activities for bulk editing. |
| 2 | Edit selected activities. |
| 3 | Delete selected activities. |
| 4 | Open the menu for more actions such as Mark Complete, Cancel, Set Regarding, Assign, Email a Link, Add to Queue, and Run Report. |
Create and search knowledge articles
Expand the Customer Service workspace site map and select Knowledge Articles or Knowledge Search. Intelligent knowledge suggestions are displayed in the productivity pane while you're working on a case.
More information: Create and manage knowledge articles
Use email templates and signatures
Expand the Customer Service workspace site map and select Email Templates or Email Signatures.
More information: Email templates and Email signatures
Customize Customer Service workspace
You can use your browser's developer tools to customize some aspects of the Customer Service workspace.
Turn off the close session dialog
- With Customer Service workspace open, press the F12 key to open the developer tools window.
- In the console window, enter the following command:
Xrm.Utility.getGlobalContext().saveSettingValue("msdyn_SuppressSessionCloseWarning",true) - Refresh the app page.
Turn on legacy navigation (deprecated)
Note
The legacy navigation is deprecated and will be removed in a future release.
- With Customer Service workspace open, press the F12 key to open the developer tools window.
- In the console window, type the following command and press Enter:
Xrm.Utility.getGlobalContext().saveSettingValue("msdyn_MultisessionNavigationImprovements",false) - Refresh the app page.
See also
Work with cases in Customer Service Hub
Work with activities in Customer Service Hub
Overview of the productivity pane
Migrate from Unified Service Desk to Customer Service workspace
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