Dynamics 365 Customer Service Workspace - Simply Explained

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So a customer sends an email, starts a chat,

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calls support, or posts a message on social media.

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When an agent picks it up, they need the full story fast out

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because nobody wants to explain the same problem twice.

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The old way men separate browser tabs,

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inboxes, notes, and apps, details ended up scattered,

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and every handoff turned into a tiny detective job.

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Dynamics 365 customer service workspace

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brings all that work to one disk.

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Think of each customer issue as its own organized folder

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with the right information close by.

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The old Edmund Mirko Peters from M365 FM in this knowledge nugget,

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Routemal cover sessions, tabs, incoming work, helper tools,

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and the routing that happens behind the scenes.

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Why the workspace exists?

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Imagine an agent halfway through a phone call

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when a high priority email arrives.

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At the same time, a customer replies to yesterday O-T-M's chat,

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and another case needs an answer before it's promised deadline.

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That opens normal customer service work.

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An agent might juggle several customers,

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several contact methods, and a long history for each person.

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They need to know what the customer bought,

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what already happened, who last worked on the issue,

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and whether somebody promised a reply by a certain time.

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Without one place for all that,

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the agent keeps switching around.

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They search an email inbox for an old message,

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then they open a customer record in another browser tab.

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They check a note in a separate tool, return to the case,

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and try to remember why they opened that first tab.

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Ito Tim's not that agents don't know,

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Timutekari, or Ito Tim's that the information

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sits in too many places.

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And the customer feels that delay.

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They might hear, "Oh, can you tell me that again?"

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"Oh, or, oh, let me find the last update."

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"Oh, those words usually mean the agent does noten."

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Yet have the full picture in front of them.

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Slow hand-offs create the same problem.

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One agent writes a short note,

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another agent later opens the case,

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and must piece together emails, call notes,

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and customer history before they can continue.

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The work still gets done, but it takes longer

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and leaves more room for missed details.

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For many Dynamics 365 users,

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the older customer service hub handled core case work.

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You could open cases, customer records, activities,

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knowledge articles, and dashboards.

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It gave teams a place to manage service work.

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But its working style focused more on one session at a time.

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Customer service workspace came along

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to give agents a different kind of desk.

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Microsoft now calls it co-pilot service workspace,

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so you may see either name in older videos,

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documents, or your own environment.

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They both point to the same newer agent experience.

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Think of it like a browser designed around customer service.

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Instead of piling up browser windows for different customers,

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the workspace keeps each piece of work contained inside the app.

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An agent can move between active issues

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while keeping the related records together.

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They do now, to make it need to rebuild their place

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every time they return to a customer.

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That changes the rhythm of the day.

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The agent spends less time hunting for the right screen

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and more time reading the customer out to mess story,

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checking the details, and working toward an answer.

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The customer sees a smoother conversation

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because the agent can pick up where things left off.

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Now, the workspace is now TMZT,

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where a company decides every service rule.

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Administrator setup channels, queues, routing rules,

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permissions, and the tools agents can see.

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That work happens behind the scenes

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in the service admin experience.

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The workspace is where agents use that setup.

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It outens their working desk, not the control room.

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And before an agent can solve any customer problem,

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that problem needs a clear home.

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Sessions and tabs, the desk draw analogy.

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So let's how TMZ talk about sessions and tabs.

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Here are Timz, the simplest way to think about it.

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A session is how the workspace keeps one customer issue together.

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Think of it like a labeled desk draw.

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One drawer might hold a customer out in his case.

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Another drawer might hold an active chat.

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When you open that drawer, everything

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related to that piece of work stays close and organized.

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Inside each session, you have tabs.

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The first tab might show the case itself,

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then you open the customer record,

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and that appears as another tab in the same session.

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You might also open the customer AU, TMZ company account,

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the product they bought, a knowledge article,

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or an email connected to the case.

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They outmiss separate pages, but they belong

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to the same customer story.

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That utems the magic of it.

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Let me give you a concrete example.

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Imagine a customer contact support

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because their coffee machine stopped working.

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The agent opens the case, which starts a session for that issue.

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The case includes the problem description,

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who reported it, and the current status.

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The agent clicks the customer name.

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That customer record opens as a tab beside the case,

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so the agent can check past support requests

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and contact details without losing the case.

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Then the agent opens the product record

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to confirm the model, warranty details, or product history.

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Maybe the agent finds an article about cleaning

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or resetting that specific machine.

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That article opens in another tab in the same session.

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Nothing has disappeared.

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The agent can move from the case to the customer,

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from the customer to the product, then back to the case.

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Each tab keeps its place.

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The agent doesn't need to search again

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or open a new browser window just to remember

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which machine the customer owns.

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Now imagine a second customer writes in with a different problem.

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That should not mix with the coffee machine case.

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So the workspace opens a separate session

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for that second customer.

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It has its own tabs, its own records,

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and its own working context.

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The coffee machine customer stays in one drawer,

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the second customer stays in another.

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That may sound like a small change,

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but it prevents an easy mistake.

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When you handle several cases at once,

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it outtimes is very easy to type a note on the wrong record,

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send a reply from the wrong case,

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or lose track of which customer owns which problem.

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Separate sessions give each issue a clear boundary.

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Here are some practical detail.

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Co-pilot service workspace supports up to nine sessions

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at one time.

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Within each session, an agent can open up to 10 tabs.

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Most agents won't count tabs all day.

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The point is that there is room to follow the links

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that matter without breaking away from the customer issue.

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A case rarely lives alone.

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It connects to people, products, emails, notes,

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activities, and guidance.

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The workspace gives those connected records a place to sit.

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You out and usually see the session list

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on the left side of the app.

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That too, temps where an agent can see the active pieces of work

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and switch from one session to another.

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Across the top, you, temps see the tabs inside the session.

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You will temporary currently working in.

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So the left side answers, "Oh, which customer issue am I working on?"

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A-O, the tabs answer.

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Or which part of that issue do I need right now?

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A-O and agent might check the product details

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for the coffee machine, switch to another customer

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for a few minutes, then return to the first session

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and find the case, customer record, and knowledge article

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still grouped together.

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There is no need to rebuild the trail.

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That, thoubet, tams the day-to-day benefit.

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Now sessions don't remove the normal care needed

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when working with customer records.

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If an agent closes a session while changes are unsaved,

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those changes can be lost.

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The workspace warns about this,

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but the agent still needs to save case notes, updates,

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and emails before closing work.

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A desk drawer can keep papers together.

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It can't save a note you never wrote down.

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Microsoft also has a session restore feature,

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currently in preview, that an administrator can turn on.

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When he touted, as enabled, a browser refresh

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can restore supported records and tabs,

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rather than leaving the agent back at the homepage

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with an empty work area, it can restore cases, accounts,

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related tabs, and the agent out TM's last focus.

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After presence loads, active conversations such as chats

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and calls can return to.

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That would tams useful when a browser refresh happens

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at exactly the wrong moment, which somehow always seems

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to happen during a difficult case.

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Organized sessions solve the problem of keeping work apart,

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but customers still need a clear way

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to bring their requests into the same workspace.

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One workspace for customer requests.

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Customers don't think in channels.

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They think, "Oh, I need help."

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"Ao, they might send an email during lunch.

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Use webchat later that afternoon,

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or call when the problem still isn't fixed."

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From their side, it should feel like one support conversation,

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even if they contact the company in different ways.

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That is what OmniChannel means in plain English.

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The company lets customers choose how to get in touch,

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while service agents work from the same place.

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Depending on what the company has set up,

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that can include email, webchat, SMS messages, voice calls,

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social messaging, and conversations linked to Microsoft Teams.

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The channel changes, the agent's working area doesn't.

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Let me walk you through an example, imagine a customer starts a webchat

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because a delivery hasn't arrived.

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The request reaches the service team

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and an available agent sees it as incoming work.

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When the agent accepts it,

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the workspace opens the related session,

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ready for that conversation.

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The agent can read the chat, view the customer details,

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and work on the case without opening a separate chat tool.

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Later, the customer might need to send a photo

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or more details through another contact method.

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The team can keep those interactions connected

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to the same customer in case,

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so the next agent doesn't begin from zero.

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Now that doesn't mean every channel magically joins together

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without setup.

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Your company needs to connect the channels,

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decide how customer records match,

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and set the rules for handling incoming work.

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But once that setup is in place,

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the workspace gives agents one consistent place to respond.

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This matters when a customer says,

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"Oh, I already told someone about this."

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"Air" instead of searching through several systems,

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the agent can look at the customer record in case history.

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They can see the earlier conversation,

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the update's already sent,

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and the notes left by another team member.

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A case is the main folder for that support issue.

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It records the status,

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so agents can see whether the case is new, active,

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waiting, or resolved.

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It records priority, which helps the team

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spot work needing faster attention.

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It can also show the source accounts such as email,

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chat, or phone, or along with the customer,

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related product, description,

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and other details the company chooses to track.

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Then there is the timeline.

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The timeline puts the events of a case into date order.

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An agent might see the first email from Monday

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and internal note from Tuesday,

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a phone call from Wednesday,

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and a reply sent this morning.

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One story, not a pile of disconnected messages.

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This also helps when work moves from one agent to another.

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The new agent can read what happened

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instead of asking the customer to repeat every detail.

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They may still need to ask a follow-up question,

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but it should be about moving the case forward,

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not recovering lost context.

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You may also see an inbox in Copilot Service Workspace,

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think of it as a focused work list,

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not your normal company email inbox.

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It can show cases, conversations, and activities assigned to you,

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helping agents handle fast moving work

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without digging through several views.

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For example, an agent may use the inbox

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to spot an assigned messaging conversation

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or a case that needs attention.

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If the issue turns into more involved work,

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the agent can promote it into a regular session

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and keep working there.

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The inbox doesn't replace outlook

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or every mailbox your company uses.

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It gives agents a focused view

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of the work dynamics has assigned to them.

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So, on my channel is not just a long word

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for over many contact methods.

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A.O. it is a way to keep customer requests connected,

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while agents use one familiar service app.

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The case holds the work together

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and the timeline lets the agent read the story

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without searching for every chapter.

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Seeing the whole story helps,

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agents also need a fast way to find the right answer.

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The productivity pane help beside the case.

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So you found the customer's story.

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Now you need a good answer to go with it.

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Here's where the productivity pane comes in.

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It sits on the right side of the Copilot Service Workspace.

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Think of it like an open reference book

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right beside the agent's desk,

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no need to dig through another system while the customer waits.

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What shows up there depends on how the company set things up.

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One tool inside that pane is Smart Assist.

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It looks at the active case

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and suggests similar cases or knowledge articles

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that might help.

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Say a customer reports a leaking coffee machine,

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Smart Assist can surface an earlier case

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with the exact same symptoms.

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Along with an approved article

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about checking a seal or the water tank,

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the suggestion isn't the final answer.

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But it gives the agent a sensible starting point,

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especially when the customer describes the problem

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in everyday words,

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instead of the technical terms, the internal article uses.

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Knowledge search gives the agent another path.

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Instead of closing the case

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and hunting through a separate knowledge base,

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they can search for approved troubleshooting steps

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right from the productivity pane.

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The case stays open.

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The guidance is right there.

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When an agent opens a knowledge article,

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it appears as another tab in the current session.

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They can read the steps, return to the case,

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use what they learn to guide the conversation.

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If the article fits the customer's situation,

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the agent can share it through email.

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But here's the thing,

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A) they still need to check it matches the customer's specific product.

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An article about one coffee machine model

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won't help much when the customer owns a different one.

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Some service conversations follow the same pattern every time.

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A lost delivery, a password reset, a return request.

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They all need the same questions in the same order.

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Agent scripts give teams a guided checklist

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for exactly those moments.

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A script can prompt the agent to confirm details,

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explain the next step, record the result,

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that helps new staff get comfortable faster.

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It also helps experience staff handle routine work consistently

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without sounding like they're reading from a script.

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The agent can still respond like a real person

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and adjust when the customer throws in something unexpected.

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Behind some script steps, you'll find macros.

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A macro is a prepared action or a set of actions.

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It might update a case field, prepare an email,

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create a follow-up activity

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after the agent confirms something with the customer.

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Less time spent clicking through the same steps.

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The case record follows the team's standard process every time.

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Quick replies and email templates work the same way.

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Instead of typing the same polite opening

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or standard delivery instruction over and over,

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the agent starts with approved text

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and adjusted for the specific case.

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Prepared text saves typing.

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It doesn't remove responsibility.

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The agent still needs to read it before sending every time.

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Co-pilot can help with the same kind of work too,

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but in a different way.

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A case summary gives a new agent a quick view

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of what happened so far.

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That's really helpful when a case contains

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a long timeline of emails, calls and notes.

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Conversation summaries help an agent wrap up a chat

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and record what was agreed.

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Co-pilot can also draft an email response

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using the case context.

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That saves time when the agent knows the answer,

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but needs help turning it into a clear message.

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Still, a draft is a starting point, not a final decision.

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The agent checks the facts, the tone, the customer details,

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any promises made, nothing leaves the company

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until the agent reviews it.

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Some cases need someone with deeper knowledge.

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The workspace can bring Microsoft teams

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right into the agent experience,

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so an agent can ask a product specialist

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for help without losing their active customer record.

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The difficult case stays in view

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while the right people discuss it.

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The agent can see the work, find the guidance,

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bring in an expert when needed,

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but the work still needs to reach the right agent

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in the first place.

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Rooting, presence and capacity, the reception desk.

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Before an agent can help anyone,

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the right work needs to reach them.

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Behind the scenes, unified rooting works

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like the reception desk for the entire service team,

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a new case or conversation comes in.

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The system checks the company's rules,

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then sends that work toward the right queue or person.

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A queue is simply a waiting area for a specific type of work.

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A company might have one queue for billing questions

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and another for technical support.

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When a customer asks about an invoice

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rooting sends that case toward the billing team.

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When someone reports a product won't start,

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it goes to technical support.

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The system checks more than just the case subject.

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It looks at business rules, agent skills, current availability,

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workload.

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So it's not just asking who works in support is.

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It's asking who has the right skill is available to take work

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and isn't already overloaded.

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That creates a much smarter path for customer requests.

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An agent's presence tells the system

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whether they can receive new work.

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Presence is the status and agent chooses in the workspace.

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Available, busy, do not disturb.

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When an agent is available,

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the rooting system can consider them for new work.

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When they're busy, it looks elsewhere.

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Presence isn't just a little colored dot on someone's profile.

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It tells the system whether that agent should receive

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another live chat, another phone call, another assigned case.

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If people forget to update their status,

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rooting might send work to someone who stepped away.

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Or leave work waiting when an agent could actually help.

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Capacity adds another layer.

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Each team decides how much active work an agent can handle at once.

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The system uses that number to avoid overloading one person

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while others have room.

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It doesn't guess how busy someone feels.

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The company defines the rules, rooting follows them.

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Different types of work use different amounts of capacity.

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A phone call might take an agent's full attention,

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so a company counts it as a large amount of capacity.

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Messaging works differently, or an agent can manage several conversations

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when customers reply with pauses between messages.

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Here's an example.

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A team could decide one phone call, fills an agent's available capacity.

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But several messaging conversations fit within the same limit.

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Those numbers are choices the service team makes based on the work they actually do.

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Then there's the question of assignment.

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With push assignment, the system automatically sends incoming work

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to a suitable available agent.

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The agent sees the request and accepts it according to the team's process.

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This works well when the team wants quick handling and even distribution.

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With pick assignment, open work appears in a list.

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Agents choose what they'll take next.

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That works well when agents need to select cases based on what they're already handling.

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Or when the team wants people to pull work from a shared queue.

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Neither approach is automatically better.

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It depends on the kind of service the company provides.

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Let me give you a concrete example.

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Two requests arrive at the same time.

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One customer needs help understanding a bill.

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Another needs help fixing a technical issue.

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If the routing rules, skills, presence and capacity are set up properly,

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the billing request reaches someone trained in billing.

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The technical request reaches someone who knows the product.

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The customer doesn't need to understand the company's internal structure.

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They just need help.

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Routing can spread work more evenly, but it only follows the setup it receives.

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If a company assigns the wrong skills,

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sets unrealistic capacity limits,

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or leaves agents in the wrong present state,

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the results won't feel fair at all.

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Once the work passes through that reception desk,

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service leaders need a clear view of what the team is facing,

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so from solving cases to improving service.

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So customer service is now,

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Tema, it just about closing today out,

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Tim's case, it outens also about keeping promises.

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Promises like how fast you will reply

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and how quickly you will resolve the issue.

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That out to mince where dynamics SLA timers come in.

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They out to a simple timer that show agents

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when a deadline is getting close.

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A timer does now TMT solve the problem,

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but it makes the time pressure visible before the deadline passes.

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That gives the agent or the team leader a chance to act while their O term is still time.

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Think of it like a countdown clock.

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Escalation rules can back that up.

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When a case is about to miss a deadline,

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the system can alert someone.

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It can change the priority,

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or it can move the case to another personal team.

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What exactly happens depends on how your company sets up its service process.

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Now, customer history is another piece of the puzzle.

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Imagine an old problem comes back.

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An agent can see earlier cases and interactions linked to that customer.

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Maybe the same device failed before.

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Maybe the customer already tried a step that normally fixes it.

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That history helps the team avoid treating a repeat problem like a brand new one.

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Some customers prefer to solve simple issues themselves.

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A self-service portal can publish the same knowledge articles that agents use inside the workspace.

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So customers can search for steps and answers before they ever open a case.

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And the company keeps one approved source of guidance for both groups.

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When a case reaches resolution, the work may not stop there.

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The system can create a follow-up task.

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Send a confirmation message.

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Or invite the customer to complete a feedback survey.

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The case may be closed, but the team can still check whether the customer understood everything.

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Managers also need to spot patterns across the service team.

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Dashboards and insights show case volume, backlog growth,

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repeat topics, agent workload, and customer feedback.

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A sudden rise in cases about one product might point to a wider problem.

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A queue with aging cases might mean the team needs more help

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or a different way to sort work.

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But here, Ooms, the thing, a dashboard provides signals.

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People still need to read those signals, ask what caused them, and decide what to change.

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A chart can show a backlog.

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It cannot meddle you whether the answer is more training, a product fix,

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or a change to routing rules.

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Put these building blocks together.

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And co-pilot service workspace becomes more than another dynamics screen.

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It becomes a place where everything connects.

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Conclusion.

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One organized service desk.

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Co-pilot service workspace brings customer requests, cases, records,

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guidance, and colleague support into one organized place.

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Agents can focus on the customer instead of hunting for information.

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Subscribe to m365.fm for more knowledge nuggets in plain English.

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00:19:01,680 --> 00:19:05,560
And share this episode with someone who still thinks Dynamics 365 customer service

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00:19:05,560 --> 00:19:06,720
is just a case list.