When delivering training on MB-230 Microsoft Dynamics Customer Service or talking about Dynamics 365 Customer Service, I often come across people who haven’t heard about the Customer Service Workspace (CSW). Many doesn’t know that it’s included in the customer service license and doesn’t require the omnichannel license. Every time I show this to someone working in customer service, they love it! So why not start configuring it to your needs and start working it?
What is the Customer Service Workspace?
The CSW is a simplified way of working for anyone solving cases. If you work on solving cases all day, your focus should be on the cases, everything other than cases can be a distraction.
In the customer service hub you have the menu on the left side where you can access all tables in the app. Here you can create customers, contacts, cases, knowledgebase articles, all in all, everything you need to do for administrating and using customer service.
In the CSW on the other hand you have a focus on cases and solving cases. It’s where anyone working with customer service, can focus on solving cases.
To access other tables in CSW you click on the hamburger menu and get access to all the tables added in app. From here you can open views, create new contact, accounts or anything else.
Multiple sessions
One of the most important features of CSW is the ability to open multiple sessions at once.. How many times have you needed to open multiple windows or tabs in your browser to be able to see everything you’re working on? There’s no more need for that now, it’s all in the CSW. In the screenshot below you can see that I’ve opened one dashboard, the view “My Active Contacts” and the “Customer Service historical analytics”. In addition to this I’ve opened two of my cases. I can work on multiple cases and search my knowledge base and keep control of new cases, all in the same window/tab.
I love the CSW and know a lot of people working in customer service will have great use of it, I just wish more people knew it existed!
Malin Martnes 
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