See inbox improvement with collapsible left panel
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, Power Platform, and Cloud for Industry release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users, automatically | - | 
Feb 6, 2023 |
May 5, 2023 |
Business value
Agents will be able to navigate to any view assigned to their profile and sort those views with minimal action. Increasing the speed with which they can identify work items assigned to them and monitor their workload will help improve the time to resolution.
Feature details
The following workflow explains the inbox improvements:
- The customer service agent who has an inbox-enabled profile signs in to the Customer Service workspace, and then selects the Inbox tab.
- The agent sees the inbox with left panel expanded by default, and the first view on the list is displayed.
- The agent can do any of the following actions:
- Switch views by selecting the preferred view on the left pane.
- Sort the inbox using the sort button on the inbox header.
- Collapse or expand the inbox left pane.
- Switch views by selecting the preferred view on the left pane.
- When the agent leaves the inbox and then returns, the left pane is still in the state (collapsed or expanded) that they left it in.
