Usability improvements for agent workspaces
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users, automatically | - | 
Aug 2, 2021 |
Oct 4, 2021 |
Business value
Customer Service workspace and Omnichannel for Customer Service are multisession apps that allow customer service agents to multitask on several customer cases simultaneously and switch among issues seamlessly without losing context of the in-progress work. The usability improvements in these apps in this release will help agents be more productive.
Feature details
The enhancements in the Customer Service workspace and Omnichannel for Customer Service apps include the following:
- Simplified navigation that currently needs to be enabled by administrators is available by default. More information: Simplify navigation in Customer Service workspace
- Migration of productivity tools to the new extensible app side pane. For more information, go to Model driven apps support multiple app side panes
Also, the command buttons on the Case form have been reordered for a better user experience.
See also
Use simplified navigation (docs)