Summary

With Customer Service workspace, organizations can help their representatives be more productive by using the core customer service capabilities, like case and knowledge management, with the ability to work with multiple sessions at once in a single workspace experience.

This module examined how to get started working with Customer Service workspace, including:

• Describing Customer Service workspace, where it can be applied, and what it includes.

• Examining how to work with and implement record actions.

• Reviewing case management capabilities that are available in Customer Service workspace.

• Explaining how the Productivity pane can be used in the application to help increase productivity and resolve cases.

The next step for administrators would be to gain a deeper understanding of how to configure many of the core customer service components and productivity tools that are used in Customer Service workspace, such as knowledge articles, queues, agent scripts, and session templates. It would also be beneficial for administrators to become familiar with how to use App profile manager to create different profile experiences that can be applied to Customer Service workspace. Users or representatives who will be managing and resolving cases might want to examine the case management capabilities of Dynamics 365 Customer Service in more detail.