Hello Forums,
The introduction to D365 Customer Service shows the Customer Service Workspace app is different than Omnichannel and Customer Service Hub. I understand that Omnichannel allows D365 customers to use chat and social channels. Going off this table,* Workspace does all the things that Omnichannel does, minus two extension capabilities. My questions are:
*[https://docs.microsoft.com/en-us/dynamics365/customer-service/overview]
I appreciate your valuable time and will be grateful to hear any thoughts you would like to share.
That is very helpful, thank you Leah!
Hi AEdwards，
No separate application license for "Customer Service workspace", so no need an extra license.
An active subscription to Microsoft Dynamics 365 Customer Service Enterprise in your tenant for each user.
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-workspace-system-requirements#licensing
Regards,
Leah Ju
Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.
Thank you Leah,
I appreciate your taking the time to respond! I understand now that Workspace allows a user to work on more than one session at once, as you said. I thought a company needed to make an additional purchase to use Workspace. I suppose my question is, what apps come with which licenses?
Hi AEdwards,
Customer Service workspace is a model driven app module which increases agent productivity for core customer service with the ability to work on multiple sessions at a time in a single workspace experience.
Managing cases and activities in the Customer Service workspace app module works the same way as Customer Service Hub and Omnichannel for Customer Service .
Additionally, it gives capabilities like multiple sessions and conversations
And we don’t need to install it separately, If we have Dynamics 365 Customer Service Enterprise license , we should be able to see it in our apps section.
You are free to choose which one app to use.
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