web
You’re offline. This is a read only version of the page.
close
Skip to main content

Announcements

No record found.

News and Announcements icon
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Difference between Dyn...
Service | Customer Service, Contact Center, Fie...
Answered

Difference between Dynamics 365 Customer Service Workspace and Dynamics 365 Customer service hub?

(2) ShareShare
ReportReport
Posted on by FA-11060814-0 5
Hello,
 
I need some help to understand the difference for the CRM user between Dynamics 365 Customer Service Workspace and Dynamics 365 Customer service hub?
 
Is it "only" the UX that change with the new horizontal and vertical navigation or are there new functionalities at the moment ? 

Sorry if this is a "dumb" question.

Best regards
 
I have the same question (0)
  • Verified answer
    Cui Hao Profile Picture
    Cui Hao Microsoft Employee on at
    Hi,

    Customer Service Hub is an application built on the Unified Interface framework. Customer Service Workspace is built on a model-driven application framework.

    You can choose them according to your needs in different scenarios.
    Customer Service Workspace is better suited for customer service agents who need to efficiently handle multiple sessions and tasks. It leverages the Dynamics 365 Channel Integration Framework 2.0 to support a multi-session agent experience, which is what makes it so powerful.
    The Customer Service Hub is suitable for scenarios that provide a consistent experience on multiple devices and support cross-functional collaboration. Allowing cross-device and rich ui design are its strengths.

    You can see the link below.
    Customer Service Hub: Learn the basics of the Customer Service Hub app | Microsoft Learn
    Customer Service Workspace: Overview of the Customer Service workspace application for Dynamics 365 Customer Service | Microsoft Learn
    About Unified Interface: About Unified Interface - Power Platform | Microsoft Learn



    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.


    Best regards,
    Cui Hao
  • Suggested answer
    Cui Hao Profile Picture
    Cui Hao Microsoft Employee on at
    Hi,
     
    Do you have any other questions?
    If it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.
     
    Best regards,
    Cui Hao
  • Suggested answer
    Daivat Vartak (v-9davar) Profile Picture
    Daivat Vartak (v-9d... 7,839 Moderator on at
    Dear FA-11060814-0,
     
    The major difference between "Customer Service Hub" and "Customer Service Workspace" is functionality and target audience. 
     
    Customer Service Workspace: Ment of Customer Service Agents as it gives agents a tabbed, browser-like experience that helps them become more productive. The program allows agents to work on several cases and chats at once. With the help of this cutting-edge, highly productive tool, agents can work on several sessions at once in a single workspace.
    To increase agent efficiency, the application leverages artificial intelligence found in productivity solutions like Smart Assist to find related articles and cases. Agents may automate tedious processes and provide excellent customer service by using features like agent scripts and macros, which give them tools and direction.
     
    Customer Service Hub: Ment for Admin as it gives workers to manage admin settings, and knowledge base Scheduling controls. 
     
    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more.
    If you have further questions, please feel free to contact me.
     
    Best Regards,
    Daivat Vartak
     

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Introducing the 2026 Season 1 community Super Users

Congratulations to our 2026 Super Stars!

Congratulations to our 2025 Community Spotlights

Thanks to all of our 2025 Community Spotlight stars!

Congratulations to the February Top 10 Community Leaders

These are the community rock stars!

Leaderboard > Service | Customer Service, Contact Center, Field Service, Guides

#1
NeerajPawar Profile Picture

NeerajPawar 31

#2
Tom_Gioielli Profile Picture

Tom_Gioielli 19 Super User 2026 Season 1

#3
11manish Profile Picture

11manish 18

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans