Introduction

In many organizations, representatives need to work with multiple customers simultaneously. This aspect can become challenging because representatives need the necessary details about the individual whom they're working with at that moment. Additionally, representatives want the ability to transition to another customer if needed without losing details about the current customer.

With Microsoft Dynamics 365 Customer Service workspace, you can ensure that representatives are equipped with the core customer service capabilities of Dynamics 365 Customer Service, as well as the ability to have multiple sessions open at a time in a single workspace experience.

Within an individual session, representatives can open multiple tabs that include related data. For example, within a single session, you might have a tab that displays the account details while another tab includes case details. As you switch from one session to another, all tabs in that session remain open so that they're still available when you switch back. After you've closed the session, all tabs in that session are also closed.

This module examines the features of Customer Service workspace in more detail.