Migrate from Omnichannel for Customer Service to Customer Service workspace

Article
01/11/2023

This article contains configuration information for migrating from the Omnichannel for Customer Service agent-facing app to Customer Service Workspace. The Omnichannel for Customer Service agent-facing app will be deprecated as of April 1, 2023.

Prerequisites

To make configuration changes to Customer Service workspace, you must have one of the following roles:

System Administrator
System Customizer

Customize the Customer Service workspace app

The following sections walk through the customizations for the Customer Service workspace app to help you migrate from the Omnichannel for Customer Service agent-facing app.

Note

If you've customized the Omnichannel for Customer Service app in other ways beyond the customizations discussed in this article, you'll need to manually make those same customizations in Customer Service workspace.

The following table lists the components in Omnichannel for Customer Service that need to be configured in Customer Service workspace.

Category	Component to configure in Customer Service workspace
Entities	Feedback Goal Phone to Case Process Social activity
Views	Views from the four entities (Feeback, Goal, Phone to Case Process, and Social activity) Omnichannel for Customer Service has all the views selected but Customer Service workspace has selected views only. Include all the views from Account, Case, and Contact entity in the Customer Service workspace app.
Forms	Forms from the four entities ((Feeback, Goal, Phone to Case Process, and Social activity) Account - Account for Interactive experience (default), TimelineWallControl - Case - Main Case: Case for Interactive experience (default), TimelineWallControl - Case - Main Contact - Contact for Interactive experience
Dashboards	Omnichannel Agent dashboard Omnichannel Ongoing Conversations dashboard
Business Process Flow	Phone to Case Process Users
Site map	Routing diagnostics

Add entities, forms, views, and chart in Customer Service workspace

Sign in to Power Apps.
Select Solutions in the site map, and then open the solution that contains the existing model-driven app for Customer Service workspace.
Open the Customer Service workspace app menu, and then select Edit to open the modern app designer.
Turn on the toggles for the following components:
- Entity: Feedback, Goal, Phone to Case Process, Social Activity
- Form: Account for Interactive experience, Case for Interactive experience, TimelineWallControl - Case - Main, Contact for Interactive experience
- View: Turn on the toggle for Include all views in the app to include all missing views to include Account, Case, and Contact views in Customer Service workspace.
Complete the steps in Add or remove forms, views, or charts.
Select Publish. Any other changes that you've made to the Customer Service workspace app are also saved.
Select Play to run the Customer Service workspace app in a new browser tab.
To close the app designer and return to the solution, select Back.

Set a form as the default form

You can set a form as the default form using the form order configuration or when a user sets the default form as a personalization setting. The default form order is set at in the table instead of the app. Therefore, there can be one form order per table.

Sign in to Power Apps.
Select Dataverse, and then go to the required table.
Select the Forms tab, select the ellipsis (...), and then select Form settings. In the Omnichannel for Customer Service app, for the Account table, the Account for Interactive experience is the default form. In Customer Service workspace, Account for Multisession experience is the default form, so you'll need to change it to Account for Interactive experience.
In the form settings dialog, select Form order, and then in Choose a form set, select the form type.
Order the table by dragging and dropping the entities. Ensure that Account for Interactive experience is listed first.
Select Save and Publish.

Add or remove site map entities in Customer Service workspace

Sign in to Power Apps.
Select Solutions in the site map, and then open the solution that contains the existing model-driven app for Customer Service workspace.
Select the Customer Service workspace menu, and then select Edit to open the modern app designer.
Complete the steps in Open an existing model-driven app using modern app designer to add the site map entities for Routing diagnostic and Social Profiles.
Compare the entities with the Customer Service workspace app site map, and add or remove components as needed.
Select Save and Publish.

Add or remove the dashboard in Customer Service workspace

Sign in to Power Apps.
Select Solutions in the site map, and then open the solution that contains the existing model-driven app for Customer Service workspace.
Select the Customer Service workspace menu, and then select Edit to open the modern app designer.
Complete the steps in Create or edit a Power BI embedded system dashboard.
Compare the components with the Customer Service workspace app site map, and add or remove components as needed.
Select Save and Publish.

Add the Phone to Case business process flow in Customer Service workspace

Sign in to Power Apps.
Select Solutions in the site map, and then open the solution that contains the existing model-driven app for Customer Service workspace.
Select the Customer Service workspace menu, and then select Edit to open the modern app designer.
Complete the steps in Add or edit model-driven app components in the Power Apps app designer to add the Phone to Case Process flow.
Compare the components with the Customer Service workspace app site map, and add or remove components as needed.
Select Save and Publish.