Start Migrating Off Dynamics 365 Customer Service Agent Hub

Microsoft is replacing Dynamics 365 Customer Service Hub, the main UI for service agents, with Workspace app, a new multi-tab interface that eliminates the need for agents to work with multiple browser windows. Microsoft has not announced a retirement date for Hub, but it is no longer receiving new features and is not available for new customers. Existing customers can continue to use the Hub, but should prepare for its eventual retirement. The new Workspace interface improves how agents view case data and respond to e-mails and messages with an Outlook-style inbox. Workspace is the main focus of Microsoft’s development in customer service features and also where new Copilot features are available. Customizations created for the old Hub will need to be re-created and applied to the Workspace app, and support personnel will need to modify training and support materials. Directions recommends customers learn how to use the Workspace app and develop plans for migrating to the Workspace app prior to Microsoft announcing a retirement date to avoid a last-minute project. More details are available at https://learn.microsoft.com/dynamics365/customer-service/administer/faq-csh-removal.