Microsoft is discontinuing the Dynamics 365 Customer Service Hub, which as of February 2025, will no longer be available to new Customer Service customers with Enterprise licenses. Existing users of Customer Service Hub can upgrade to the new Workspace app at any time.
For existing users of Customer Service Hub who are waiting to make the switch, a little reluctant to migrate – let’s have a closer look at what the shift from the Dynamics 365 Customer Service Hub to the Customer Service Workspace will really mean for you.
Transitioning from Customer Service Hub to Workspace isn’t just an upgrade; it’s a strategic move to future-proof your operations.
The Customer Service Hub, while a familiar tool, had limitations that impacted efficiency and scalability. Here are 4 reasons to make the move across.
1. No more disjointed workflows; Customer Service Workspace allows service reps to work on sessions and tabs all within the app.
Imagine an agent needing to access customer details, order history, and previous case notes. In the Customer Service Hub, this often meant jumping between multiple screens and applications. This not only wasted time but increased the risk of errors and inconsistencies. With Customer Service Workspace, all this information is centralised, providing a single, unified view of the customer journey. Migrating from Customer Service Hub to Workspace will optimised workflows, leading to faster resolution times.
2. Say good bye to information silos; upgrading to Workspace makes it easier for agents to access integrated information like recent sales interactions or marketing emails a customer has received.
Customer data often lived in separate systems – sales had their information, marketing had theirs, and service had another. This lack of a unified view meant customer service agents might miss crucial details, leading to frustrating experiences for customers. Workspace breaks down these silos, giving agents a complete picture in one place. Transitioning to Customer Service Workspace enhances data accessibility. A unified view of customer information ensures agents have the context they need to provide personalised service.
3. Easier customisations; Workspace architecture supports simpler integration options and low code development, making it highly adaptable to your needs.
As your business evolved, the Customer Service Hub often required complex customisations to keep up. This could be costly, time-consuming, and create a reliance on specific developers. Workspace, with its more flexible and adaptable design, reduces the need for such heavy customisations, making add-on functionality and integrations a breeze.
4. Supercharge agent productivity with Copilot; an AI-powered personal assistant.
Workspace introduces Copilot, which can analyse customer conversations in real-time, provide concise summaries to agents, suggest relevant knowledge articles, and even help craft personalised responses. This eliminates the need for manual searches and empowers agents to resolve cases faster and with greater accuracy, freeing them to focus on more complex issues.
Do you need more reasons to make the transition to Dynamics 365 Customer Service Workspace?
We can help you evaluate your existing Hub deployment and how it aligns with your current business needs. Ensuring that when you transition to Customer Service Workspace, it makes a beneficial and productive difference for your agents and users. Contact us to discuss you migration needs.
For further reading, check out our customer service hub vs workspace comparison or the migration playbook from Microsoft available for download here.