Meet Jack, a customer service representative working at a B2B company. He often finds himself too busy and stressed under a constant stream of cases, customer chats, and follow-ups. He juggles multiple conversations at once, trying to manage urgent support tickets while keeping up with ongoing inquiries. The back-and-forth causes him to lose track of key details, and his response times slow down, frustrating both Jack and the customers.
Frustrating, isn’t it?
But now with multisession functionality and productivity tools in custom model-driven apps in CRM, Jack can handle all his cases, conversations, and tasks in a single workspace, organized in a neat, browser-like tabbed interface.
It provides everything he needs in front of him without the constant switching between systems. Automation and quick actions help him resolve issues faster and stay on top of everything without missing a beat. His workflow becomes more organized, allowing him to provide quicker, more responsive service to his customers. It becomes more manageable, and the stress is finally under control.
Let’s See How It Works
Enabling Multisession Experience and Productivity Tools
Follow these steps to enable the multisession experience and productivity tools for your custom model-driven app:
1. Go to the Customer Service Admin Center:
2. In the site map of the Customer Service admin center, go to Workspaces.
3. Access Productivity Settings:
To enable model-driven apps, select Manage in Productivity settings.
4. Select the Custom App:
Choose the custom model-driven app you want to enable this feature for and select Edit.
Note: A model-driven app with the lock icon indicates it is a part of a managed solution and cannot be edited.
5. Enable Multisession and Productivity Tools:
In the Model-driven apps settings, you will find two options, Productivity Tool and Multisession with Productivity Tools, select both. Selecting the Multisession option will automatically select the Productivity Tool checkbox.
6. Confirm Changes:
Review the custom support app details, and select Confirm in the dialog box to apply the settings.
Demonstrating the Multisession Functionality in CaseMaster app
To illustrate the power of the multisession feature, here’s a screenshot from the CaseMaster App. As you can see, customer service representatives can easily manage multiple cases, conversations, and tasks all within a single workspace, thanks to the intuitive tabbed interface. This enables them to multitask effectively, handling several activities at once.
Conclusion
Enabling the multisession experience and productivity tools in your custom model-driven app within Dynamics 365 CRM provides your service representatives with a powerful workspace to manage multiple cases and conversations efficiently. This preview feature will help you improve customer service workflows, enhance multitasking, and boost representative productivity.
Begin testing the multisession experience in your custom apps today and unlock the full potential of customer service management.
