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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Sessions
Service | Customer Service, Contact Center, Fie...
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Posted on by SA-27101001-0 6
Hi

I'm setting up CS for our company as internal IT.
I did a demo/trial and had the multi-session experience.

 
I'm not able to reproduce this behavior on our environment.
Yes, I did check MS learn, blogposts and checked documentation.

I'm just stuck on having one tab open.

If someone would be so kind to include the steps that would be a major help!
Categories:
Dynamics 365 Customer Service
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  • Suggested answer
    Daniyal Khaleel Profile Picture
    Daniyal Khaleel 764 Most Valuable Professional on at
    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.
  • SA-27101001-0 Profile Picture
    SA-27101001-0 6 on at
    @MVP-Daniyal Khaleel
    Thanks! Something changed.

    One additional question.
    If a user clicks on the customer on the case I want to create a subtab in that session.
    Now it just opens the form in the same session and I lose context of the case.

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