Views:

What’s happening?

The "Recent" feature in the Customer Service workspace application does not display system views accessed by users. Specifically, when users open entity records, these records do not appear in the "Recent" items list in the site map.

Reason:

This behavior is by design. When entity records are opened as non-anchor tabs, they are not included in the "Recent" items list. Only records opened as anchor tabs are displayed in the "Recent" items list.

Resolution:

 Users should follow the recommended navigation steps to ensure records appear under the "Recent" feature:

  1. Open the view from the HOME session.
  2. Then open records from the view.
  3. Anytime you want to open another record, navigate back to the HOME session and repeat the process.

More information: Overview of the Customer Service workspace application for Dynamics 365 Customer Service | Microsoft Learn