How to migrate from D365 Customer Service Hub to Workspace?

With Microsoft’s announcement of the Customer Service Hub’s discontinuation in February 2025, a smooth transition to the Customer Service Workspace is front of mind. Migrating to a new platform usually requires careful planning and execution. Here’s a practical guide on how to plan and manage the upgrade from the Dynamics 365 Customer Service Hub to the Customer Service Workspace.

1. Comprehensive Assessment and Planning

Customer Service Hub Audit: Begin with a thorough audit of your existing Hub configurations, customisations, and integrations.
- Practical Consideration: Document any custom JavaScript or workflows heavily reliant on the Hub’s specific structure, as these might require adjustments in Workspace.
Migration Plan: Develop a detailed migration plan outlining timelines, resource allocation, and responsibilities.
- Practical Consideration: Factor in potential downtime or reduced productivity during the transition, especially if significant customisations are involved.
Challenge Identification: Identify potential challenges and develop mitigation strategies to minimise disruption.
- Practical Consideration: Consider data migration complexities, especially if you have large volumes of historical data in the Hub.

Workspace Configuration: Leverage the Workspace’s flexibility to tailor the platform to your specific business requirements.
- Practical Consideration: Workspace offers a more streamlined and intuitive interface. Focus on replicating essential functionalities from the Hub while taking advantage of the Workspace’s improved design.
Configuration Guidelines: Establish clear configuration guidelines and ensure consistency across the platform.
- Practical Consideration: Involve key stakeholders in defining configuration standards to ensure the Workspace aligns with your organisation’s needs and branding.
Workflow Optimisation: Focus on optimising workflows and streamlining processes to maximise efficiency.
- Practical Consideration: Workspace’s unified interface can significantly simplify workflows. Analyse existing processes in the Hub and identify opportunities for improvement in the Workspace.

Rigorous Testing: Conduct rigorous testing in a controlled environment to identify and address any issues.
- Practical Consideration: Test all critical functionalities, integrations, and customisations to ensure they function correctly in the Workspace.
Pilot Deployment: Implement a pilot deployment with a select group of users to gather feedback and refine configurations.
- Practical Consideration: Choose a representative group of users for the pilot and encourage them to provide detailed feedback on their experience.
Training: Develop comprehensive training materials and provide hands-on training to ensure user proficiency.
- Practical Consideration: Tailor training to different user roles and skill levels. Highlight the benefits of the Workspace and address any concerns users may have.

Phased Go-Live: Implement a phased go-live approach to minimise disruption and ensure a smooth transition.
- Practical Consideration: Consider a gradual rollout, starting with specific teams or departments, to manage risk and allow for adjustments based on initial feedback.
Post-Migration Support: Establish a post-migration support plan to address any issues and provide ongoing assistance.
- Practical Consideration: Have a dedicated support team or helpdesk available to address user questions and resolve any technical issues.
Continuous Optimisation: Continuously monitor performance and gather user feedback to optimise the platform and maximise its benefits.
- Practical Consideration: Use analytics and reporting tools to track key metrics and identify areas for improvement.

Communication: Clearly communicate the reasons for the migration, the benefits of the Workspace, and the timeline for the transition to all stakeholders.
User Involvement: Involve users in the planning and testing phases to gather feedback and address concerns.
Support: Provide adequate support and training to users throughout the migration process and beyond.
By following these steps and incorporating effective change management strategies, you can ensure a successful migration to Dynamics 365 Customer Service Workspace.