Customer Service workspace – new multisession app
| 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.