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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Difference between Dyn...
Service | Customer Service, Contact Center, Fie...
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Difference between Dynamics 365 Customer Service Workspace and Dynamics 365 Customer service hub?

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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
 
  • Suggested answer
    Daivat Vartak (v-9davar) Profile Picture
    Daivat Vartak (v-9d... 2,738 Super User 2025 Season 1 on at
    Difference between Dynamics 365 Customer Service Workspace and Dynamics 365 Customer service hub?
    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
     
  • Suggested answer
    Cui Hao Profile Picture
    Cui Hao on at
    Difference between Dynamics 365 Customer Service Workspace and Dynamics 365 Customer service hub?
    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
  • Verified answer
    Cui Hao Profile Picture
    Cui Hao on at
    Difference between Dynamics 365 Customer Service Workspace and Dynamics 365 Customer service hub?
    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

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