Customer Service workspace – new multisession app


This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.

Enabled for Public preview Early access General availability
Users by admins, makers, or analysts Aug 3, 2020 - Oct 1, 2020

Business value

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.

Feature details

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.

See also

Overview of Customer Service workspace (docs)