Imagine you’ve been working in a kitchen where the oven is in one room, the sink in another, and the fridge down the hall. That’s kind of like the Dynamics 365 Customer Service Hub – things work, but it’s not very efficient. Now imagine a brand new, modern kitchen where everything is thoughtfully laid out and within easy reach. That’s the Customer Service Workspace! It’s a complete revamp of the customer service experience, designed to make your work easier, faster, and more enjoyable.
But it’s more than just a new coat of paint. The Workspace is built on a fundamentally different architecture, offering a range of benefits that simply weren’t possible in the Hub. Here’s a closer look at the key differences:
Technical Differences Hub vs. Workspace
Customer Service Hub
Customer Service Workspace
Architecture
Customer Service Hub
Older, single-session application.
Customer Service Workspace
Modern, multi-session application.
Customisation
Customer Service Hub
Requires more code for complex scenarios.
Customer Service Workspace
Simpler integrations and low-code development.
AI Integration
Customer Service Hub
Requires extra configuration for Copilot.
Customer Service Workspace
Out-of-the-box Copilot AI capabilities.
Channel Integration
Customer Service Hub
May require additional configuration.
Customer Service Workspace
Native support for a wider range of channels.
User Experience and Feature Differences Hub vs. Workspace
Customer Service Hub
Customer Service Workspace
Interface
Customer Service Hub
Traditional interface with separate sections.
Customer Service Workspace
Modern, tabbed interface that consolidates information.
Agent Workspace
Customer Service Hub
Agents navigate between multiple screens.
Customer Service Workspace
Unified view of customer information, multiple sessions in one workspace.
Productivity Tools
Customer Service Hub
Basic productivity tools.
Customer Service Workspace
Enhanced tools like session management, quick replies, and AI assistance.
Collaboration
Customer Service Hub
Limited collaboration features.
Customer Service Workspace
Seamless collaboration between agents.
Analytics and Reporting
Customer Service Hub
Basic reporting capabilities.
Customer Service Workspace
Robust analytics and reporting tools.
What is the value in upgrading to Dynamics 365 Customer Service Workspace?
- No more jumping between screens: Everything you need is in one place, saving you time and reducing errors.
- A complete view of the customer: See all their information in a single view to provide truly personalized service.
- AI assistance at your fingertips: Copilot helps you summarize conversations, find information, and draft responses.
- A more intuitive and modern design: The Workspace is simply more enjoyable to use, with a cleaner interface and smoother workflows.
The Dynamics 365 Customer Service Workspace isn’t just an upgrade; it’s a complete reimagining of the customer service experience.
It’s about empowering agents with the tools and information they need to provide exceptional experiences, all within a streamlined and modern environment. With the Customer Service Hub being discontinued as of February 2025 (no longer available for new deployment with Enterprise licenses), now is the time to make the switch and embrace the future of customer service.
Learn more about the transition from Hub to Workspace; Customer Service Hub vs Workspace Comparison, 4 Reasons to Upgrade to Workspace, How to migrate to Workspace guide and, download the migration playbook.
Ready to experience the difference? Contact us for a personalised demo of the Dynamics 365 Customer Service Workspace.