Microsoft has confirmed that its Customer Service Hub (CSH) app won’t be available to new customers from February 2025 onwards.
The change will affect Dynamics 365 Customer Service users with enterprise licenses, who may leverage its Customer Service Workspace as an alternative.
This will not impact new customers of other license types or existing enterprise customers. Meanwhile, all existing customers will retain access to the CSH app for the duration of their current agreements.
Microsoft’s CSH app is an interactive interface designed to simplify case and knowledge management by centralizing essential information and highlighting key tasks.
The solution is run on the Dynamics 365 Unified Interface and uses a “build once, deploy everywhere” approach.
Less than a year ago, the app underwent a revamp that equipped it with a new Custom Control Framework, a more responsive UI design, and support for right-to-left languages.
So, why has the tech firm decided to migrate enterprise customers away from the CSH over to its Customer Service Workspace?
Customer Service Workspace
Customer Service Workspace is a multisession app that boosts support representatives’ productivity by allowing them to handle multiple cases simultaneously.
One of the key ways in which it differs from the CSH app is by offering users a browser-like, tabbed experience within a single window, as the Customer Service Hub is single-session and requires multiple browser windows to handle multiple tasks.
The Workspace also allows agents to view, filter, and organize all their conversations and tasks in an Outlook-style inbox.
These omnichannel capabilities were discussed in a blog post by Kos Srivastava, Principal PM Manager at Microsoft, who commented:
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.
Copilot Compatibility
Another strength of the Workspace app outlined by Srivastava is its out-of-the-box compatibility with Microsoft’s Copilot.
Among these features are Copilot’s case and conversation summaries, which are generally available for Workspace customers without the need for additional configuration.
For case summaries, admins select which fields Copilot uses, while for conversations, they can set automatic summaries or let representatives generate them as needed.
With Microsoft’s Copilot typically using around 38 words to create each summary, the capabilities can save representatives significant time on note-taking and case updates.
Workspace users will also have the ability to ask the Copilot questions in natural language.
The tool can respond to these queries using information and insights from up to 100,000 published knowledge articles within the organization and five trusted domains specified by the admin.
“With Customer Service workspace, you can leverage your organizational knowledge in new ways and streamline workloads to make your representatives more productive,” Srivastava explained.
The result is smoother contact center operations and happier customers.
More News from Microsoft
Microsoft has recently announced a number of significant wins with major international brands for its Dynamics 365 Contact Center.
Launched in July, the “copilot-first” CCaaS platform integrates voice, unified routing, and workforce engagement management (WEM) across any CRM.
It also includes pre-integrated copilots across digital channels, leveraging generative AI to support agents effectively.
Elsewhere, at Microsoft’s AI Tour in London, CEO Satya Nadella outlined his vision for Autonomous Agents, describing them as personal assistants, team collaborators, and tools that cross organizational boundaries.
To realize this vision, Nadella announced that Microsoft is developing three foundational solutions for agentic AI: Copilot, Copilot Studio, and Copilot Devices.
