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Customer Service Workspace app - What Value Does it Add?

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Posted on by AEdwards 765

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:

  1. Why would a company buy Workspace when they can buy Omnichannel? 
  2. If a company already has Omnichannel, why would they buy Workspace as well? 

*[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. 

Categories:
Omnichannel
Setup and Upgrades
Purchase / License / Trials / Quotas
  • AEdwards Profile Picture
    AEdwards 765 on at
    RE: Customer Service Workspace app - What Value Does it Add?

    That is very helpful, thank you Leah!

  • Verified answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Customer Service Workspace app - What Value Does it Add?

    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.

  • AEdwards Profile Picture
    AEdwards 765 on at
    RE: Customer Service Workspace app - What Value Does it Add?

    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?

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Customer Service Workspace app - What Value Does it Add?

    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.

    pastedimage1624261130505v1.png

    Regards,

    Leah Ju

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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