Microsoft will retire its Dynamics 365 Unified Service Desk (USD) in June 2028, encouraging end-users to migrate to its Microsoft Copilot Service Workspace (CSW).
Despite the popularity of the USD offering, Microsoft is keen to shift users towards a more modern, cloud-first, and AI-powered alternative.
USD was dependable, but - according to the tech giant - built for a different era. While it was heavily customizable, it was also complex and not ideal for hybrid teams.
On the other hand, Microsoft Copilot Service Workspace - formerly known as the Microsoft Customer Service Workspace - is more lightweight, intuitive, and multi-session ready.
Critically, the solution is also designed for Copilot and autonomous agents.
That's the background. However, here’s how companies can prepare for the shift.
What Is Microsoft Copilot Service Workspace?
The Microsoft Copilot Service Workspace is a cloud-based desktop for contact center agents.
The multi-session app aims to enhance agent efficiency by allowing them to more effectively manage multiple channels and conversations.
Within a single interface in CSW, teams can manage customer cases, live chat, emails, knowledge articles, notes, and more.
Additionally, they can view, filter, and sort tasks and conversations within a unified agent inbox (customizable to suit the organization's needs).
Plus, like most Microsoft products today, CSW comes with a native Copilot, offering agents real-time suggestions, conversation summaries, knowledge articles, and more while they’re working.
Overall, CSW gives companies an upgraded system that offers:
- Multi-Session Support: To streamline omnichannel communication, reduce context switching, improve productivity, and minimize data silos.
- Smarter Workflows: With Copilot, every agent gets an always-on assistant that generates suggestions, answers questions, and summarizes case details in seconds.
- Productivity Boosters: Session templates, keyboard shortcuts, quick replies, and customizable dashboards designed for specific agents.
Lastly, the solution strives to be user-friendly, making it ideal for companies with many systems that agents often have to switch between.
How Does Microsoft Copilot Service Workspace Work?
To migrate to CSW from the previous USD app, system administrators must ensure the organization has a Dynamics 365 Customer Service license, with access to Copilot.
Once that’s in place, admins can access the setup experience through the Copilot Service Admin Center. This is where configurations live. It’s also where admins can manage channels, set up productivity tools, and control user permissions from a single dashboard.
In addition, from the admin center, contact centers can: