Dynamics Community Forum Thread Details

Customer Service Workspace

Hello,

We're thinking to implement the Workspace multisession, should we create our own model-driven app, and include components, or just use the OOB and modify that one? What's your suggestion?

Hi CEklx,

Customer Service workspace: The new multisession app allows Customer Service agents to multitask on several customer cases simultaneously and switch among issues seamlessly without losing context of the in-progress work.

It contains following features:

Customer Service workspace allows agents 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 for knowledge articles, similar cases, and other productivity tools.

You can refer the following document to know how to use it:

Overview of the Customer Service workspace application for Dynamics 365 Customer Service | Microsoft Docs

If you don't need these OOB features and want to use your own model-driven app, you can refer the following links to switch UCI App from Single to Multi-session:

Dynamics 365 CE: Switch UCI App from Single to Multi-session Navigation | CRM Logs (wordpress.com)

Transform your Model-driven app to a multi-session app using settings solution component – XRM Tricks (Power Platform & Dynamics CRM )

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