- [Instructor] Dynamics 365 Customer Service
comes with two different apps that customer service reps
can work with.
These are called the Customer Service Hub,
and the Customer Service Workspace.
Within both apps, customer service reps can work
on cases and access related records,
such as activities, notes, knowledge articles, queues,
and so much more.
The biggest difference between both apps
is that the Customer Service Workspace
is a multi-session app.
This means that users can have multiple records
and tabs open at the same time
without the need to open other browser tabs.
Record sessions will show on the left side of the screen
in Customer Service Workspace,
and the additional tabs will show on the top.
In the Customer Service Hub, this option is not available.
If customer service reps want to open multiple records,
they'll need to open a new browser tab for each record.
Another thing to note
is that most of the configuration
of Dynamics 365 Customer Service
will take place in the Customer Service Hub app.
Out-of-the-box, most of these settings are not available
in the Customer Service Workspace app.
All of the videos up to this point
have been in the Customer Service Hub.
So let's open a Customer Service Workspace app
so I can show you the difference.
In order to access the app,
you'll need to access the app chooser,
which you can do by clicking on the name of the current app.
This will open the screen that shows you
all available apps in the environment
that you have access to.
You'll notice that the site map
has been removed from this app.
In order to navigate to other tables and sections,
you can use the tabs on the top of the screen.
Now keep in mind that what's available here
is configurable by a system administrator.
As the screen suggests, you can open individual records
in new tab by holding down the control key on your keyboard
and clicking on the record link simultaneously.
Let's try that out.
I'm going to hold down the control button,
and I'm going to click on the Damaged Products case.
As you can see, the case record opened in the new tab.
If I don't hold down the control key
and just click on the record link,
you'll notice that it will open
in a session on the left side of the screen.
When a case is opened in a session,
customer service reps have the ability
to use the production pane,
which shows on the right side of the screen.
By default, there are three different tabs
on the production pane,
and we are currently looking at the smart assist pane.
The smart assist pane is showing knowledge articles
that could be relevant to this case.
These suggestions are powered by artificial intelligence.
By entering whether or not an article is relevant,
the system learns
and will give better suggestions over time.
Below the article suggestions,
we see similar case suggestions.
Customer service reps can use these to solve cases quicker.
And just like the article suggestions,
entering the relevance of case suggestions
will teach the system and suggestions
will improve over time.
The second tab shows agent scripts.
These scripts can be utilized by the customer service reps
while speaking to a customer.
The last tab shows knowledge search.
From here, reps can search for an article,
link them to a case, or email an article to a customer.
Another difference with the Customer Service Hub app
is that this app has present enabled
for customer service reps.
This has to do with automatic assignment of work items.
Logic can be configured where work items
are only assigned to customer service reps
that have a status of available.
Now that I've changed my status to available,
you'll see that the icon has changed as well.
And since I changed my status to available,
cases can now be assigned to me at any time.
Dynamics 365 Customer Service comes with two different apps
that customer service reps can utilize
to perform their daily tasks.
Which one is available to you
depends on what your organization decided to implement.