Omnichannel vs Customer Service Workspace

This is a question that I’m being asked on a semi-regular basis at the moment, so I thought it would be helpful to do a writeup around things. It’s definitely not clear from the outset based on existing documentation. However, being able to speak to wonderful people such as Tricia Sinclair has been amazing in being able to figure out the differences between the two applications.

So, where to start. Well, let’s first of all understand the similarities between the two applications.

Firstly, they are both multi-session apps. To put this in context (as mentioned elsewhere previously) – traditionally Dynamics 365 applications have been ‘single session’ applications. This means that users would navigate around, open/close records, create or edit as necessary. If users wanted to have multiple records open, they’d need to have multiple tabs open, or even multiple windows (yes, I still remember the days before browsers had tab functionality!).

What multi-session means in this context is that users are able to open up multiple records, and switch between them in the same tab. Open records pop into the left-hand navigation bar, and users can easily click between them. Not only that – users are also able to open further tabs within the same record pane, to access further information. These stay open whilst users switch to other records, which is really quite helpful!

So for example, a user could open a case record, then open the contact associated to the case, as well as the account related to the case. They could then further open the knowledge base to search for articles, and so on and so forth. All of these stay open.

Both apps are also web applications – they run in a browser, rather than needing to have a specific software application installed for them (unlike Unified Service Desk).

So, where do they actually differ? Well, this was a bit difficult for me to understand in the first instance, though that turned out to be because I had both Customer Service Workspace as well as Omnichannel configured within the same environment! Turns out that this wasn’t the best approach to take to compare the two, & understand their capabilities. Easily fixed though with quickly spinning up a new trial to install one in.

So with knowing how Omnichannel works (after all, I’ve written quite extensively around it), let’s take a look at the Customer Service Workspace app:

1. The session pane lists all the sessions that you are actively working on. Select the tabs to navigate among sessions.
2. The Home session returns you to the Customer Service Agent Dashboard view.
3. Each session has a tab in the session panel. Select a tab to navigate to the session you want to work on.
4. Select a case to open a new session. A single click on a case replaces your view with the case form. Select the back arrow in the upper-left corner of the form to get back to your previous view.
5. Select the tabs to navigate to your open activities, cases, forms and views.
6. Select the + icon to expand the menu to view a list of forms, views, and activities. Select the one you want to open in a new tab.
7. Select the drop-down selector to filter cases in queues you can choose to work on.
8. Select Shift + mouse click to open a new session for an activity. A single click replaces your view with the activity form. Select the back arrow in the upper-left corner of the form to go back to your previous vie

Now, without Omnichannel installed in the same environment (& obviously licensed for users), it’s not possible to have native Dynamics 365 channels such as Chat, WhatsApp, etc. Conversations will not appear for customer service agents who are using the Customer Service Workspace.

Note: If you DO have Omnichannel installed in the same environment, and users are licensed to use it, then conversations will show up within the Customer Service Workspace app for them. They’ll have notifications pop up on the screen for incoming customer sessions.

That’s not to say that it’s not possible to have channels available within Customer Service Workspace. So how do they actually come in?

Well, as it turns out, channels within Customer Service Workspace need to be third party channels. There are a plethora of 3rd party add-ons for Dynamics 365, that offer different communication capabilities. Some of these do date back a while (to before any native Microsoft capabilities).

For example, there are ISV add-ons for Customer Service that can embed a call dialler into the experience, so that customer service agents can call directly from a record. Or alternatively an add-on such as a 3rd party web chat application, that can then surface these within the Customer Service Workspace. Each of these obviously would need to be purchased, licensed & integrated appropriately with your Dynamics 365 solution as necessary too.

Now both applications also have other similar functionality, such as the Productivity Pane, Agent Scripts, Smart Assist & Knowledge Search. However there can be differences between them. For more information, I’d suggest taking a look at Tricia’s blog article that goes into depth on this.

So to summarise, Omnichannel is for the native Microsoft channels, giving customer service agents the ability to service customers using them. Licensing (currently) is with Customer Service Enterprise, and then either the Digital Chat or Digital Messaging add-on SKU’s.

Customer Service Workspace, on the other hand, allows customer service agents to be able to have a multi-session application for their work, as well as allowing communications through third-party channels. Licensing is as per the different Customer Service SKU’s, with any 3rd party add-on being licensed appropriately.

Hopefully this helps clarify the different between these two, and make them less confusing. If you have any further questions around this, please drop a comment below, and I’ll do my best to respond!