Enable Multi-Session Experience Check your license
You need one of the following:
Dynamics 365 Customer Service Enterprise
Dynamics 365 Customer Service Digital Messaging Add-on
(The Professional license does not include multi-session workspace.)
To verify:
Admin Center → Billing → Licenses → confirm that the user has “Customer Service Enterprise”.
Install the correct app
Go to Power Platform admin center → Environment → Dynamics 365 apps.
Make sure you have:
Customer Service workspace (App ID ends in “_msdyn_CSW”), not just “Customer Service Hub”.
If you only have Customer Service Hub, you’ll see the classic, single-tab experience.
If it’s missing:
Go to Dynamics 365 Administration Center → Applications → Install “Customer Service workspace”.
Or in Power Apps, click Create → App from template → Customer Service workspace.
Enable Multi-Session in App Profile Manager (APM)
APM controls which users get which UI.
In Dynamics, search for App Profile Manager in the global search bar.
Open it, and create a new profile (or edit the default one).
Under Session type, choose:
Multi-session
(If “Single session” is selected, you’ll only get one tab.)
Assign this profile to your users or security roles.
Publish the profile.
Verify your app settings
Go to Advanced settings → Apps → Manage roles.
Confirm your users have access to the Customer Service workspace app.
Open the workspace from the app selector (not the Hub).
If you open Customer Service Hub, you’ll always see single-tab behavior.
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