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Dynamics 365 Customer Service Workspace

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Dynamics 365 Customer Service

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Jul 15, 2023

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AI Summary

  • The Customer Service Workspace (CSW) is a feature included in the customer service license of Dynamics 365 and does not require the omnichannel license.
  • The CSW provides a simplified way of working for individuals involved in solving cases, allowing them to focus solely on cases without distractions.
  • In the CSW, users can access all the necessary tables for customer service activities, such as creating customers, contacts, cases, and knowledgebase articles.
  • To access other tables in the CSW, users can click on the hamburger menu and gain access to all the tables added in the app.
  • One of the significant features of the CSW is the ability to open multiple sessions simultaneously, eliminating the need for multiple browser windows or tabs.
  • The CSW allows users to work on multiple cases, search the knowledge base, and have control over new cases, all within the same window or tab.
  • The CSW is highly recommended for individuals working in customer service, and it is beneficial for managing cases efficiently.
  • The author of the article wishes more people knew about the CSW and its benefits in customer service operations.

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