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Use the Customer Service workspace app for omnichannel interactions

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Starting Saturday, April 1, 2023, we will be deprecating the Microsoft Dynamics 365 Omnichannel for Customer Service application and encouraging customers to migrate to the Customer Service workspace application. This upcoming change will affect your multi-session agents currently using the Omnichannel for Customer Service application in Microsoft Dynamics 365 Customer Service.

We have decided to consolidate our two multi-session customer service applications, Omnichannel for Customer Service and Customer Service workspace. This change is being made to ensure that our customers benefit from all Dynamics 365 Customer Service capabilities in a single multi-session application. To this end, we will be focusing our future developments on the Customer Service workspace application.

Key Dates

  • Disclosure Date: January 11, 2023 
    We sent communication to affected customers and partners that we are planning to deprecate the Omnichannel for Customer Service app. 
  • Deprecation Date: April 1, 2023
    After this date, we are no longer going to invest in the Omnichannel for Customer Service app.
  • End of Support: June 2024  
    After this date, we are no longer going to support the Omnichannel for Customer Service app. 
  • End of Life: December 2024   
    The Omnichannel for Customer Service app will be taken out of service.  

Next Steps

Starting Saturday, April 1, 2023, we will no longer provide updates to the Omnichannel for Customer Service application. We will continue to support the Omnichannel for Customer Service application, and there will be no change to product availability. 

To help with this transition and prevent potential interruption of service, we have developed a migration guide detailing the steps to move your configurations from the Omnichannel for Customer Service application to Customer Service workspace. You can also refer to our migration frequently asked questions document to help answer any questions you may have about the migration process. 

Please contact your Success Manager, FastTrack representative, or Microsoft Support if you have any additional questions.

The post Use the Customer Service workspace app for omnichannel interactions appeared first on Microsoft Dynamics 365 Blog.

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