Navigation improvements for multisession apps
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | - | - | 
Apr 5, 2021 |
Business value
Customer Service workspace and Omnichannel for Customer Service are multisession apps that allow Customer Service agents to multitask on several customer cases simultaneously and switch among issues seamlessly without losing context of the in-progress work. The navigation improvements in these apps in this release will help agents be more productive.
Feature details
Enhancements in Customer Service workspace and Omnichannel for Customer Service apps include the following default actions:
- Session will start when records are opened from the Home session and dashboard pages.
- Tabs will open when related records are opened from an anchor tab in a session.
- Form to create records will open in a new session when New is selected.
Additionally, when you open a record that's already launched as a session, focus will be set on the currently open session.