Product
Copilot Service workspace, formerly Dynamics 365 Customer Service workspace, is the multisession agent app for Dynamics 365 Customer Service that keeps each customer issue in its own session with tabs, an inbox, a productivity pane and Copilot assistance.
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2026-08-18 · Video on YouTube
Customer service agents lose time jumping between inboxes, tabs and notes while customers repeat their story. This Simply Explained episode is for Dynamics 365 users, service leads and admins who want to understand how Copilot Service workspace organizes…
2026-08-18 · Video on YouTube
Growing service teams quickly find that one shared queue sends urgent cases to the wrong people or leaves them waiting. This episode explains Dynamics 365 unified routing for customer service leads and admins. You learn how workstreams, queues, skills and…
Microsoft now refers to this newer agent experience as Copilot Service Workspace, so organizations may see both names in documentation, videos, training materials or existing environments. · From the episode: Dynamics 365 Customer Service Workspace …
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Maintained by Mirko Peters (Microsoft MVP) · Last updated:
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