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Migrate to Customer Service workspace from deprecated or removed apps

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This article contains information about how to migrate to Customer Service workspace from the following two apps:

Prerequisites

To make configuration changes to Customer Service workspace, you must have one of the following roles:

  • System Administrator
  • System Customizer

Migrate to Customer Service workspace from the Omnichannel for Customer Service agent-facing app

The Omnichannel for Customer Service agent-facing app was deprecated on April 1, 2023. This section walks through the steps on how to migrate from Omnichannel for Customer Service to Customer Service workspace.

Customize the Customer Service workspace app

The following sections walk through the customizations for the Customer Service workspace app to help you migrate from the Omnichannel for Customer Service agent-facing app.

Note

If you've customized the Omnichannel for Customer Service app in other ways beyond the customizations discussed in this article, you'll need to manually make those same customizations in Customer Service workspace.

Before you migrate, open the app designer if you want to identify the differences between the Omnichannel for Customer Service and Customer Service workspace apps.

  1. Sign in to Power Apps and select Apps from site map. 
  2. Select Customer Service workspace and then select Edit to open the modern app designer.

The following table lists the components in Omnichannel for Customer Service that need to be configured in Customer Service workspace.

Category Component to configure in Customer Service workspace
Entities
  • Feedback
  • Goal
  • Phone to Case Process
  • Social activity
    		•
    Views
  • Views from the four entities (Feeback, Goal, Phone to Case Process, and Social activity)
  • Omnichannel for Customer Service has all the views selected but Customer Service workspace has selected views only. Include all the views from Account, Case, and Contact entity in the Customer Service workspace app.
    		•
    Forms
  • Forms from the four entities (Feeback, Goal, Phone to Case Process, and Social activity)
  • Account - Account for Interactive experience (default), TimelineWallControl - Case - Main
  • Case: Case for Interactive experience (default), TimelineWallControl - Case - Main
  • Contact - Contact for Interactive experience
    		•
    Dashboards
  • Omnichannel Agent dashboard
  • Omnichannel Ongoing Conversations dashboard
    		•
    Business Process Flow
  • Phone to Case Process
  • Users
    		•
    Site map
  • Routing diagnostics
    		•

    Add pages in Customer Service workspace

    Perform the steps in Add pages to your app to add pages in Customer Service workspace.

    Note

    Select Show in navigation if you want the selected table to appear on the site map.

    Set a form as the default form

    You can set a form as the default form using the form order configuration or when a user sets the default form as a personalization setting. The default form order is set at in the table instead of the app. Therefore, there can be one form order per table.

    Perform the steps in Set the form order to set a form as the default form.

    Add or remove entities in the Customer Service workspace site map

    1. In Power Apps, open the Customer Service workspace app menu, and select Edit to open the modern app designer.
    2. Under Pages, you see the following sections:
      • Navigation has the entities, which appear on the site map of Customer Service workspace. Hover over the entity you want to remove, select ellipsis (...), and then select Remove from navigation.
      • All other pages has the entities, which are available in the app but don't appear on the site map of Customer Service workspace. Hover over the entity you want to add, select ellipsis (...), and then select Add to navigation.
    3. Select Save and Publish.

    Add or remove the dashboard in Customer Service workspace

    1. In Power Apps, open the Customer Service workspace app menu, and select Edit to open the modern app designer.
    2. From Pages, select New.
    3. Select Dashboard, and then select Next.
    4. Compare the components with the Omnichannel for Customer Service site map, and add or remove components as needed.
    5. Select Show in navigation if you want the selected table to appear on the site map.
    6. Select Save and Publish.

    Customize the environment in Customer Service workspace

    1. To customize the environment, perform the steps in Add an app to a solution.
    2. Publish the customization and export the solution.

    Add the Phone to Case business process flow in Customer Service workspace

    1. Sign in to Power Apps.
    2. Select Solutions in the site map, and then open the solution that contains the existing model-driven app for Customer Service workspace.
    3. Select the Customer Service workspace menu, and then select Edit to open the modern app designer.
    4. Complete the steps in Add or edit model-driven app components in the Power Apps app designer to add the Phone to Case Process flow.
    5. Compare the components with the Customer Service workspace app site map, and add or remove components as needed.
    6. Select Save and Publish.

    Migrate to Customer Service workspace from Customer Service Hub

    As of February 2025, the Customer Service Hub won't be available for new organizations with Enterprise licenses. We continue to support the application for all existing organizations and for new customers with license types other than Enterprise (for example, Customer Service Professional licenses).

    Customize the Customer Service workspace app

    The following sections walk through the customizations for the Customer Service workspace app to help you migrate from Customer Service Hub.

    Note

    If you customized the Customer Service Hub app in other ways beyond the customizations discussed in this article, you need to manually make those same customizations in Customer Service workspace.

    Before you migrate, open the app designer if you want to identify the differences between the Customer Service Hub and Customer Service workspace apps.

    1. Sign in to Power Apps, and then select Apps from site map.
    2. Select Customer Service workspace, and then select Edit to open the modern app designer.

    The following table lists the components in Customer Service Hub that you need to configure in Customer Service workspace.

    Category Component to configure in Customer Service workspace
    Dashboards 1. Select New > Dashboard, and then select Next.
    2. Select the missing dashboard you want to include in the Customer Service workspace app.
    Views 1. Select the table with missing views on the left side. For example, Accounts view.
    2. On the right side, select the views that aren't in the app yet, and then select Add to include them in the Customer Service workspace app.
    Forms 1. Select the table with missing forms on the left side. For example, Cases form.
    2. On the right side, select the forms that aren't in the app yet, and then select Add to include them in the Customer Service workspace app.
    Business Process Flow 1. In the left sidebar, select Automation.
    2. Select the business process flows that aren't in the app, and then select Add to include them in the Customer Service workspace app sitemap.
    Links 1. Select New > URL, and then select Next.
    2. Add the links you want to include in the Customer Service workspace app sitemap.

    Add pages in Customer Service workspace

    To add pages in Customer Service workspace, complete the steps in Add pages to your app.

    Note

    Select Show in navigation if you want the selected table to appear on the site map.

    Set a form as the default form

    You can set a form as the default form using the form order configuration or when a user sets the default form as a personalization setting. The default form order is set in the table instead of the app. Therefore, there can be one form order per table.

    To set a form as a default form, complete the steps in Set the form order.

    Add or remove entities in the Customer Service workspace site map

    1. In Power Apps, open the Customer Service workspace app menu, and then select Edit to open the modern app designer.

    2. In Pages, the following sections display:

      • Navigation: This section has the entities that appear on the site map of Customer Service workspace. Hover on the entity you wan to remove, select the ellipsis, and then select Remove from navigation.
      • All other pages: This section has the entities that are available in the Customer Service workspace app but don't appear on the site map. Hover on the entity you want to add, select the ellipsis next to it, and then select Add to navigation.

    3. Select Save and Publish.

    Note

    While Microsoft xRM framework APIs are available, they now follow the pattern of multisession. You might want to revisit these customizations. For more information, refer to Overview of the Customer Service workspace application for Dynamics 365 Customer Service

    Add or remove the dashboard in Customer Service workspace

    1. In Power Apps, open the Customer Service workspace app menu, and then select Edit to open the modern app designer.
    2. In Pages, select New.
    3. Select Dashboard, and then select Next.
    4. Compare the components with the Customer Service Hub site map, and then add or remove components as needed.
    5. Select Show in navigation if you want the selected table to appear on the site map.
    6. Select Save and Publish.

    Customize the environment in Customer Service workspace

    1. To customize the environment, perform the steps in Add an app to a solution.
    2. Publish the customization and export the solution.

    Omnichannel for Customer Service app deprecation and migration FAQ
    Customer Service Hub app removal and migration FAQ
    Get started with Customer Service workspace
    Overview of the productivity pane