Customer Service Workspace (Preview) in 2020 Wave 2 Release Plan

For anyone who has experience with Microsoft Omni channel interface, and has enabled the 2020 Wave 2 Release Plan, there is a new app that appeared with the name Customer Service Workspace (Preview). As noted in the release plan, the multisession app allows customer service agent to multitask on several customer cases simultaneously and seamlessly switch among issues without losing context of the in-progress work.

The new multisession app for Customer Service allows agent to handle customer cases efficiently with the help of the following features:

• Management of multiple cases simultaneously
• Management of email and other case-related activities without losing context of the parent case
• Productivity pane for AI-based suggestions of knowledge articles, similar cases and other productivity tools

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