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Invoice ap for Customer Support

hi this is david yak and in this video we're going to take a quick look at the new customer service workspace app that released with the wave 2 preview that just came available now i thought i'd start by being in the customer service hub and just reminding you what a traditional dynamics 365 customer service application looks like you've got the navigation on the left you've got your grids of records if i open one of these it opens it in the same space and if i want to navigate for example to the customer it takes me away from the case over to the record and that's important because what i'm going to show you with the workspace uses a different paradigm for allowing you to navigate the records now first let's go over to my list of apps and you'll notice that i've got the customer service hub that is always there and that's what i was just showing you but there's a new application called the customer service workspace parentheses preview and it's preview because it's new with wave 2 just came out and i'll show you later on in the video how to go enable this in your own environment you'll want to do it in a test environment but i'll show you how to do that so if we go ahead and launch this application you're going to see it's a different looking application it's very much has the dashboard that you're used to but on the left hand side there's no navigation over here and that is reserved for the sessions and this is a multi-session interface you might have seen the similarities to omni channel if you've looked at the omni channel application at all it follows a similar paradigm essentially this is like the omni channel navigation but without all the channels chat sms and things like that that you'd have in an omni channel scenario that you might be working with and you can use this for scenarios where an agent is working multiple cases or multiple records at a time it's a much more productive experience that the agent will find working with it so how does this work well let's start by just go ahead and clicking on one of these records and you'll notice what it does is it still navigates to it so you still retain that behavior and i can click the little back arrow to go ahead and go back to that record now where it starts getting interesting if i go and i hold you can't see my keyboard but i'm holding the control key down while clicking on one of these case records and you'll notice what happens is it opens it in another tab and so i can go back here and i can actually do that with multiple and i can use the tab experience up here now that's really not creating as much of a multi-session experience as you might want but that's one way you could use it a better way you could use it is if you come back here and hold down the shift key now if i hold down the shift key you'll notice what happens is it opens it up as a new session on the left and so if i come back to the home i can go open another and yet another and i've now got three sessions that are open and i can switch between these like if i was going back between chat sessions or whatever i might be doing at the time to be able to do that and make that available now the other thing you can do is when you're on one of these records now if i click on litware you'll notice that it goes ahead and navigates in the same space but what i can do if i want to have maybe the company and a couple other records all open at the same time i can hold down the control key and go ahead and open that in a separate tab so you got a couple different paradigms going on for allowing you to manage the data that you're looking at the screens and have both of them quickly available especially useful if you're looking at related cases or things like that you can open new tabs also by just coming up here if i wanted to go search cases or look search for a contact i can just go ahead and open a new tab with that view on it so it's pretty flexible the other thing you'll notice that if i'm on a case over on the left and oftentimes this is actually collapsed by default you'll see the little light bulb here and if i click on that this will open up the productivity pane and if i've enabled the smart assist features the ai it will show me suggested knowledge articles for the case or suggested cases that are similar that i might find the answer on you do have to enable this separately and you have to do that in the traditional customer service hub because the customer service workspace doesn't have the the management screens that you have in customer service hub right now so this is a first look at the new application and now let me take you over to a quick showing of how to set up this in your environment by setting up the wave 2 features now what i wanted to do is show you real quick how you can go about updating your environment to 2020 release wave 2. i'm in the admin center on an environment detail page and i'm going to look to see whether it's on already and you can see right in the middle in updates it says off for release wave 2 i'm going to go ahead and click on the manage this is going to give me the disclaimer hey you're about to do this update it's a one-time thing go ahead and start it it can't be undone so make sure you try this first on environments that are not essential like production environments test your code make sure it works okay and then you can do that as it makes sense for you on your production environments i'm going to go ahead and do the update now and then it pretty much goes away and will say activating and you can periodically check the status and that's really all you have to do to update to release wave 2. so that's our quick look at the customer service workspace preview feature if you like what you're hearing on here click like and subscribe and get notified when we publish new videos thanks for joining us