Migrate from Customer Service Hub to Customer Service workspace

On Oct 31, 2024

Starting February 2025, new Customer Service customers with Enterprise licenses will only see the Customer Service workspace app. The Customer Service Hub (CSH) app will no longer be available for all new organizations with Enterprise licenses.

The recent release wave introduced an exciting set of new features to help support representatives be more productive. Dynamics 365 Customer Service users from all over the world are incorporating Copilot capabilities into their day-to-day contact center operations, as well as taking advantage of multisession improvements, such as omnichannel experiences and inbox enhancements. When you migrate to Customer Service workspace, you can use all these features out of the box.

What is Customer Service workspace?

Customer Service workspace is a multisession app that increases support representatives’ productivity by enabling them to multitask as they work on multiple cases. The app provides a browser-like, tabbed experience within one window. By contrast, its predecessor Customer Service Hub is a single-session app, so users must open multiple browser windows as they take on more work items.

Customer Service workspace enables representatives to respond to email, chats, messages from configured social media channels, and calls from our native voice channel, for a truly omnichannel experience. They can view, filter, and sort all their conversations and work items in the Outlook-style agent inbox. Administrators can create custom inbox views to meet the specific needs of the organization.

Out-of-the-box Copilot capabilities

For users who want to try Copilot, we recommend Customer Service workspace because it eliminates the need for additional configuration work. When administrators enable Copilot, support representatives can use these generally available capabilities:

Summarize cases with Copilot

Summarize conversations with Copilot

Ask Copilot a question

Draft an email response

The ability to summarize cases and conversations with Copilot can drastically reduce the amount of time representatives need to type notes and bring themselves up to speed on cases. Administrators can enable these capabilities on the Summaries page of the Customer Service admin center. For case summaries, admins can specify which fields Copilot uses to generate a summary. For conversations, admins can specify when to generate a summary or let representatives generate one on demand. In both cases, Copilot requires about 38 words to create a summary.

When admins enable Copilot features in the Customer Service admin center, representatives can ask questions and get answers in natural language. Copilot bases its answers on knowledge sources and up to five trusted domains that the admin specifies. Copilot can process up to 100,000 of your organization’s published knowledge articles, but you must have at least 50 published articles to get started.

With Customer Service workspace, you can leverage your organizational knowledge in new ways and streamline workloads to make your representatives more productive. The result is smoother contact center operations and happier customers.

Note: Customer Service workspace is not supported in mobile devices, Unified Service Desk, and with Dynamics 365 Customer Engagement (on-premises).

Next Steps

In February 2025, new organizations with Enterprise license will no longer see Customer Service Hub (CSH). We will continue to support the application for all existing organizations and new customers of other license types (e.g., Customer Service Professional license).

If you are an existing customer and are setting up a new environment for testing purposes, you can enable Customer Service Hub, if needed. You can also refer to our migration frequently asked questions document to help answer any other questions you may have about the migration process. 

Please contact your Success Manager, FastTrack representative, or Microsoft Support if you have any additional questions.