From February 2025, the Dynamics 365 Customer Service Hub app will no longer be available to new enterprise customers – only the Customer Service Workspace app.
What is the Customer Service Workspace?
Launched in 2020, the Dynamics 365 Customer Service Workspace app is a multi-session experience that allows users to create independent sessions for each case that they are working on and have all its related information available and organised in the same session avoiding confusion between multiple open browser tabs.
Why is Microsoft removing access to the Dynamics 365 Customer Service Hub for new enterprise customers?
Microsoft have been heavily investing and focusing on their AI-driven Copilot technologies and these new features are designed to work out of the box in the Customer Service Workspace, with no additional configuration. While this functionality can also be made available in the Customer Service Hub, additional steps are required, so Microsoft are shifting their focus to the modern Workspace app experience.
The Customer Service Workspace app improves an agent’s ability to respond to calls, email, chats, and messages from configured social media channels. Agents can view and filter their conversations and work items in an Outlook-style inbox, making it easy to switch between their tasks.
We are already using the Dynamics 365 Customer Service Hub – will we lose access?
No. Only new enterprise customers are affected by this change. If your organisation is already using the Customer Service Hub, you can continue to do so and Microsoft will continue to support it. However, it is worth planning for a switch to the Workspace app to take advantage of the built-in Copilot features and there may come a time when Microsoft do eventually stop supporting the Customer Service Hub.
If you are an existing enterprise customer and wish to set up the Customer Service Hub in another environment for testing purposes, it will still be possible to do this, by enabling the app manually by following the steps in this article.
What are the benefits of Copilot in the Customer Service Workspace?
When Copilot is enabled, support agents can take advantage of these existing features:
- Summarise cases and conversations with Copilot. Drastically reduce the amount of time an agent needs to type notes and bring themselves up to speed on cases.
- Ask Copilot a question
- Draft an email response
These are just the core benefits. As we saw with the recent Ignite event, Copilot is under constant development and new functionality is being regularly announced.
How can I familiarise myself with the new Customer Service Workspace app?
Microsoft have provided a ‘Customer Service Workspace in a day’ PDF download, which can be found here.
Summary
Although it was something of a surprise to see Microsoft moving away from the venerable Customer Service Hub, their major shift into AI/Copilot lends itself to the modern interface of the Customer Service Workspace app. If you are an existing Strategy 365 client and want to discuss migrating from the Hub to the Workspace, get in touch with one of our experts today.
