Migrate from Omnichannel for Customer Service agent app to Customer Service workspace

Article
11/23/2023

This article contains configuration information for migrating from the Omnichannel for Customer Service agent-facing app to Customer Service workspace. The Omnichannel for Customer Service agent-facing app was deprecated on April 1, 2023.

Prerequisites

To make configuration changes to Customer Service workspace, you must have one of the following roles:

System Administrator
System Customizer

Customize the Customer Service workspace app

The following sections walk through the customizations for the Customer Service workspace app to help you migrate from the Omnichannel for Customer Service agent-facing app.

Note

If you've customized the Omnichannel for Customer Service app in other ways beyond the customizations discussed in this article, you'll need to manually make those same customizations in Customer Service workspace.

Before you migrate, open the app designer if you want to identify the differences between the Omnichannel for Customer Service and Customer Service workspace apps.

Sign in to Power Apps and select Apps from site map. 
Select Customer Service workspace and then select Edit to open the modern app designer.

The following table lists the components in Omnichannel for Customer Service that need to be configured in Customer Service workspace.

Category	Component to configure in Customer Service workspace
Entities	Feedback Goal Phone to Case Process Social activity
Views	Views from the four entities (Feeback, Goal, Phone to Case Process, and Social activity) Omnichannel for Customer Service has all the views selected but Customer Service workspace has selected views only. Include all the views from Account, Case, and Contact entity in the Customer Service workspace app.
Forms	Forms from the four entities (Feeback, Goal, Phone to Case Process, and Social activity) Account - Account for Interactive experience (default), TimelineWallControl - Case - Main Case: Case for Interactive experience (default), TimelineWallControl - Case - Main Contact - Contact for Interactive experience
Dashboards	Omnichannel Agent dashboard Omnichannel Ongoing Conversations dashboard
Business Process Flow	Phone to Case Process Users
Site map	Routing diagnostics

Add pages in Customer Service workspace

Perform the steps in Add pages to your app to add pages in Customer Service workspace.

Note

Select Show in navigation if you want the selected table to appear on the site map.

Set a form as the default form

You can set a form as the default form using the form order configuration or when a user sets the default form as a personalization setting. The default form order is set at in the table instead of the app. Therefore, there can be one form order per table.

Perform the steps in Set the form order to set a form as the default form.

Add or remove entities in the Customer Service workspace site map

In Power Apps, open the Customer Service workspace app menu, and select Edit to open the modern app designer.
Under Pages, you see the following sections:
- Navigation has the entities, which appear on the site map of Customer Service workspace. Hover over the entity you want to remove, select ellipsis (...), and then select Remove from navigation.
- All other pages has the entities, which are available in the app but don't appear on the site map of Customer Service workspace. Hover over the entity you want to add, select ellipsis (...), and then select Add to navigation.
Select Save and Publish.

Add or remove the dashboard in Customer Service workspace

In Power Apps, open the Customer Service workspace app menu, and select Edit to open the modern app designer.
From Pages, select New.
Select Dashboard, and then select Next.
Compare the components with the Omnichannel for Customer Service site map, and add or remove components as needed.
Select Show in navigation if you want the selected table to appear on the site map.
Select Save and Publish.

Customize the environment in Customer Service workspace

To customize the environment, perform the steps in Add an app to a solution.
Publish the customization and export the solution.

Add the Phone to Case business process flow in Customer Service workspace

Sign in to Power Apps.
Select Solutions in the site map, and then open the solution that contains the existing model-driven app for Customer Service workspace.
Select the Customer Service workspace menu, and then select Edit to open the modern app designer.
Complete the steps in Add or edit model-driven app components in the Power Apps app designer to add the Phone to Case Process flow.
Compare the components with the Customer Service workspace app site map, and add or remove components as needed.
Select Save and Publish.