Why migrate from Dynamics 365 Customer Service Hub to workspace 

Recent Update 2025  

April 1st, 2023: Deprecation of MS Dynamics 365 Omnichannel for customer service workspace application.  

From February 2025, customer service customers holding Enterprise licenses will only be able to see the customer service workspace app.  

Newer organizations will no longer be able to even access the customer service Hub app. 

Are you frequenting the struggles of your support representatives more and more these days? Even though their contribution plays a crucial role in the process of creating a stable environment for your customers, are they not able to achieve as per your expectations? But for your enterprise, their productivity matters as much as their timely contribution matters for your customers. 

If you want to increase their productivity capabilities more and more, what would you do? 

1. Incorporate Copilot’s capabilities for managing your daily contact center operations. 
2. Use the multisession improvements with the customer service workspace to the best of your abilities. 
3. Try more of the omnichannel experiences and even the inbox enhancements. 

But all of it is possible with Dynamics’ customer service workspace. It means if you are already using Dynamics 365 customer service hub, you will need to switch to the customer service workspace. 

What is Dynamics 365 customer service hub? 

With Dynamics 365 customer service hub, you get an interactive interface that is user-friendly in every way. It is primarily in place and designed to streamline and improve customer service operations. 

Some of the most essential features of Dynamics 365 customer service hub that contribute the best ways include: 

• Individual customer case management

With Customer Service Hub, you can streamline and compartmentalize data around each customer better. Also, it helps track customer issues and requests better. Management of customers can become much simpler with this option. 

• Access Pliable Dashboards 

Obtain vital information and customer metrics all in one place. Also, you have the option to choose, mix, and match the data. 

• Knowledge article access

Create well-etched and concise documentation and maintain suitable metrics all in one place. Manage these articles in one place and use them to resolve customer queries quickly. 

• Effective queues

Use the queues to effectively manage, organize, and prioritize tasks across the platforms. Setting up a hierarchy of tasks and making them more user-friendly and efficient can work wonders for all support representatives in carrying out their duties diligently. 

• Better manage activities

Whenever you have an email or an appointment schedule with a customer, you can always take care not to miss it. Perform your tasks and manage your tasks using the customer service hub. 

What is the Dynamics 365 customer service workspace? 

Improved user experience is the single most essential reason why the customer service workspace is being popularized more. 

Increased productivity is another reason for bringing it forth. 

• Browser-like tabbed experience is one thing customer service workspace offers easily. 

• With its help, customer service agents can work around multiple cases and conversations at the same time. 

• Customization is also open for those who love to take on multiple sessions at a single point in time within a single workspace. 

• The customer service workspace utilizes artificial intelligence.  

Productivity tools like Smart Assist can use AI’s abilities to spot similar case scenarios and relevant articles. Boosting an agent’s productivity becomes easier with this application. 

• By using macros and agent scripts, automating repetitive tasks is convenient. Additionally, it can be used to achieve a better customer experience using suitable resources and guidance. 

Decisions about migration

On 11th January 2023, the decision to deprecate Omnichannel for customer service app was intimated.

From 1st April 2023, Microsoft would stop investing in Omnichannel.

From June 2024, no support would be given to Omnichannel.

In December 2024, Omnichannel for Customer Service will be taken off service.

What is the difference between customer service hub and workspace? 

There are a lot of differences between the bygone customer service hub and the new customer service workspace. Here are a few essential ones. 

How do I get started with the Customer Service workspace? 

Pre-requisites 

Proper access is a must to start [either you must be a customer service manager or customer service representative with suitable permissions]. 

What can you do about it?

1. Work on multiple sessions using multiple tabs. 
2. For a new session, opening a case or accepting an ongoing or incoming conversation could do the trick. 
3. Accessing customer records would open a new tab in the same session. 
4. Restoring sessions is possible through the use of different tabs.  
5. Using the inbox means utilizing the asynchronous channels like SMS, chats, Facebook, WeChat, LINE, WhatsApp, and MS Teams. 
6. There is a productivity pane on the right side of the Customer Service Workspace that uses Smart Assist’s AI technology to derive data.  
7. Smart Assist also brings together a guide with consistent series of steps for automating actions using macros. 
8. The view panel allows you to view assigned cases and activities, cases you are currently working on; creating, deleting, and filtering cases is also possible using it. 

Major Considerations

1. Use only one browser instance when using the app. 
2. When you open a form, a new session begins. 
3. Open web resources as session tabs through the Microsoft.Apm.createTab. 
4. Navigating through multiple sessions within a custom app is not possible. 
5. You can’t also navigate through the Customer Service workspace app within your environment. 

Primary limitations

• Subgrid controls will not be able to retain the sort or filter choices you made. 

• The state of the page is not retained by the form components, web resources, third party websites, or custom pages. 

• After you alter the status record within a tab, the corresponding record in the grid or subgrid will not auto refresh. 

• Mobile devices cannot support Customer Service Workspace. 

• It is not even supported by the unified service desk, MS Teams, or Dynamics 365 Customer Engagement platform. 

Migrate to Customer service workspace 

Enjoy Copilot capabilities to the fullest extent with Customer Service Workspace. The reason why we would advise you to use both together is the fact that there will be no need to perform additional configuration.

With Copilot integration, supporting representatives is possible through these ways.

1. Case summarization becomes easier with Copilot.
2. Conversation summarization also becomes a piece of cake.
3. You can always ask Copilot a question.
4. Drafting an email response becomes easier and more convenient.
5. Copilot can additionally handle 100,000 published articles for your knowledge base.

A peep into the migration process from Customer Service Hub to workspace 

Here are a few of the essential considerations for carrying out the migration process. 

1. Choose Power apps and then visit the apps tab from the site map. 
2. Select customer service workspace, and then from the modern app designer, choose the edit option. 
3. Here are the essential customizations you can carry out within your customer service workspace. 

Dashboards	Choose New > Dashboard > Next > Choose the missing dashboard to include it.
Views	From the left side, choose the table having missing views.  Next, click on the Add tab to incorporate them in the Customer Service Workspace app.
Forms	Choose the table with the missing forms.  From the right side, choose the forms not in the app.  Choose the Add option to incorporate in the Customer Service Workspace app.
Business Process Flow	From the left sidebar, choose the automation tab.  Choose the business process flow, not in the app.  Tap on the Add tab to incorporate them in the Customer Service workspace app sitemap.
Links	Choose New > URL > Next.  Add all the relevant links that you wish to add.

Apart from all these, you can also perform the following functions: 

• Include pages in the customer service workspace. 

• Choose a form and set it in default mode. 

• Add or eliminate sections or segments you don’t want. 

• Add or remove the dashboard from the customer service workspace. 

• Try to customize the environment in the customer service workspace. 

Role of Evolvous in this transition 

There are many benefits that everyone can enjoy when using it. For example,  

1. Modernizing customer service with a cloud-based workspace could ensure faster deployment. 
2. Better ability to focus on business processes. 
3. Using simplified channel integration, connecting with your customers becomes easier. 
4. Use AI to customize your customer experience. 
5. Collaborate better with native MS Teams integration. 

There are several challenges in switching from customer service hub to customer service workspace. To mitigate them, you will need a proper partner. But first, we will find out more about the challenges. 

1. Proper training for developing proficiency in support representatives towards the use of the tab and browser like experience. 
2. Accurate, error-free migration of data needs to be ascertained, including customer interactions, knowledge articles, cases, and conversations. 
3. Whatever workflows, customizations, and integrations were arranged in the customer service hub will need to get done again. A maximum impact could be needed from your partner’s ends, and only a skilled team can do it in the right way. 
4. If your employees rely on mobiles, unified service desks, and Dynamics 365 on-premises customer engagement, then that will need to be redone too.  
5. It can be challenging to make all team members work on the interface, as resistance to change is quite a common observation in such cases. 

Can we help you overcome all these challenges? 

Yes, we can! Using our experience, expertise, and abilities, we can comfortably achieve all milestones and that too with accurate knowledge of all challenges. 

What we have shared here is a glimpse of what is transforming with the coming of the customer service workspace. What you need to understand is obviously more than this, and to do so, all you need to do is, click this link here, and we will be there in no time for you. 

To transform the world, you will need to internally transform your organization. 

To achieve complete success, you will need a partner like Evolvous. 

Choose us to choose the future. 

Contact us!