Customer Service workspace and apps
Agents spend all day in the Customer Service app, so the design of the workspace decides how fast they can work. The exam expects you to know which app does what and how sessions and tabs are set up.
The apps
| App | Used by | Purpose |
|---|---|---|
| Customer Service workspace | Agents and supervisors | Modern multisession app, the default for new work |
| Customer Service Hub | Agents and managers | Older single-session app with dashboards |
| Customer Service admin center | Administrators | Configure agent experience, queues, routing, Omnichannel |
| Omnichannel admin center | Administrators | Older admin app for channels (being merged into the Customer Service admin center) |
Customer Service workspace is built on Unified Interface. Customer Service Hub is still available, but the exam favors the workspace for agent scenarios.
Sessions and tabs
The workspace is a multisession app. A session is one customer or work item. Inside a session there are tabs:
- Anchor tab: the first tab. It stays pinned and cannot be closed, typically the customer summary.
- Application tabs: extra tabs such as a case, an article search or a dashboard.
Agents switch between sessions in the session list on the left. A session for a live chat starts automatically. For a case, the agent opens it from a view.
Templates
You control what agents see by using templates:
- Session templates decide what opens when a session starts: the anchor tab and the default application tabs.
- Application tab templates decide which tabs can be opened and what they show (a record, a search page, a dashboard or a web page).
- Notification templates decide how incoming conversations appear to agents.
Templates are set up in the Customer Service admin center under Workspaces.
Productivity features
- Open Record Set lets agents move through a list of records, such as a queue, without going back to the list.
- Simplified navigation gives keyboard shortcuts for opening sessions with minimal keystrokes. It is turned on in the Customer Service admin center, not by running code in a browser.
- Smart assist shows suggestions such as similar cases and knowledge articles. Macros automate repeated steps and agent scripts guide agents through a conversation.
Naming
The product was called Dynamics 365 for Customer Service and later Dynamics 365 Customer Service. The exam may use either. The Omnichannel capabilities were once called Omnichannel for Customer Service.
Exam traps
- The Hub is not multisession. If the question says multiple customers at the same time, think workspace.
- Session template is for the session; application tab template is for tabs inside it. They are not interchangeable.
- Administration settings live in the admin centers, not in the agent app.
- Simplified navigation is an agent experience setting, not a browser code snippet.
Practice questions
Choose an answer, then review the explanation to check your understanding.
1. Agents want to open several customer records at once, each in its own context, with minimal keystrokes. Which app and feature do you use?
Show answer
Answer: B.The Customer Service workspace is a multisession app. Each customer gets its own session with its own tabs.
2. An agent must always see the customer summary as the first tab when a session starts. What do you configure?
Show answer
Answer: B.Session templates define the anchor tab (for example the customer summary) and the starting application tabs.
3. Which app do administrators use to configure agent experience, queues, routing and other service settings?
Show answer
Answer: C.The Customer Service admin center is the central place for agent experience, productivity, routing, and Omnichannel settings.
4. Which pair of items is used to open a single record in a new session or in an existing session on a new tab?
Show answer
Answer: A.A session template controls what opens in a new session, and an application tab template controls tabs opened inside a session.