Most of you now know multi-session experience in Dynamics 365 Omnichannel for Customer service comes with Live chat, Social channels and SMS as channels, Omnichannel also comes with some of the great features to improve agents productivity with Smart Assist, Agent Script and Macros. Now, with the introduction of the Customer Service workspace, you will get the same multisession experience without omnichannel for customer service add on.
As of now multisession experience is not available for Customer Service Hub app you need to open Customer Service workspace to get multisession experience for cases. Click here for licensing information.

In order…

Ashish Rana

Microsoft Dynamics 365 CRM Consultant at Hitachi Solutions. Science and Technology enthusiast, Follow me on twitter or LinkedIn for latest Tech blogs.

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