Customer Service Workspace App – Dynamics 365 CE 2020 Wave 2 Release

Hi Everyone,

Today I was exploring new features that were released in 2020 Release Wave 2 and found a new App named as Customer Service Workspace has been released.

This seems to be a game changer for Service Agents which gives Multiple Tabs and Sessions on UCI App itself.

Make sure you enable 2020 Release Wave 2 of Dynamics 365 CE to get this App.

Click on + button to open the Tabs

Click on any link (Record link, New Email, New Task etc.. ) by pressing Shift on keyboard to open a new session

By default we can have maximum of 10 Tabs and 9 Sessions in the current app. Couldn’t find any configuration to change, please share it if you find it anywhere.

There are new forms added on Account, Contact and Case for multi session experience.

Hope this helps.


Happy 365’ing
Gopinath.

Where is Breadcrumb navigation in Dynamics 365 CE – 2020 Release Wave 2?

Hi Everyone,

Today I have updated my trail instance to 2020 Release Wave 2 and navigating here and there to understand the changes. I was so used to click on Breadcrumb in the top navigation as shown below and I couldn’t see the same after enabling 2020 Release Wave 2.

Yes, that’s right. Breadcrumb navigation is gone now and there is a new button added on the Ribbon.

Hope this helps.


Happy 365’ing
Gopinath.