Customer Service Workspace App - Dynamics 365 CE 2020 Wave 2 Release

Hi Everyone,

Today I was exploring new features that were released in 2020 Release Wave 2 and found a new App named as Customer Service Workspace has been released.

This seems to be a game changer for Service Agents which gives Multiple Tabs and Session on UCI App itself.

Make sure you enable 2020 Release Wave 2 of Dynamics 365 CE to get this App.

Click on + button to open the Tabs

Click on any link (Record link, New Email, New Task etc.. ) by pressing Shift on keyboard to open a new session

By default we can have maximum of 10 Tabs and 9 Sessions in the current app. Couldn't find any configuration to change, please share it if you find it anywhere.

There are new forms added on Account, Contact and Case for multi session experience. 

Hope this helps.

--
Happy 365'ing
Gopinath

Where is Breadcrumb navigation in Dynamics 365 CE - 2020 Release Wave 2?

Hi Everyone,

Today I have updated my trail instance to 2020 Release Wave 2 and navigating here and there to understand the changes. I was so used to click on Breadcrumb in the top navigation as shown below and I couldn't see the same after enabling 2020 Release Wave 2. 

Yes, that's right. Breadcrumb navigation is gone now and there is a new button added on the Ribbon.

Hope this helps.

--
Happy 365'ing
Gopinath.

Timeline Control Features in Dynamics 365 CE - 2020 Wave 2 Release

Hi Everyone, 

Today I was going through the new features of Dynamics 365 CE 2020 Wave 2 Release and it seems we have good improvements on Timeline Control.

• Expand the timeline records by default. 
• Hide “What you’ve missed.” 
• Show email as Conversation or as individual messages. 
• Hide status.

Expand the timeline records by default  - This would give visibility of full content by default. This can be done by default by changing the Timeline Configuration on the Form.

Hide "What you've missed"  - Dynamics 365 will record the time you last accessed the record.  A new summary (filter) allows you to see the recorded Activities/Posts/Notes since that date and time. The setting is disabled by default. When enabled, a notification is displayed as shown in the below screenshot.

Show email as Conversation or as individual messages  - This is an option on the Timeline itself to show emails as full conversations or individual messages.

Show/Hide status  - We can show/hide status of the Activities on Timeline Control and this setting is maintained at Entity level on Timeline. 

Hope this helps.

--
Happy 365'ing
Gopinath.

Open the required App in much more easier and faster - Dynamics 365 CE 2020 Release Wave 2

Hi Everyone,

Today I was exploring the latest features on the Dynamics 365 CE 2020 Release Wave 2 and I have opened Sales Hub, after sometime I would like to open Customer Service Hub and to my surprise I was not able to find the Icon (check the below screenshot) that used to show the Apps in the system.

After some search, it was replaced with the Hyperlink on the App Names itself.

Hope this helps.

--
Happy 365'ing
Gopinath.

Enable 2020 Release Wave 2 – Dynamics 365

Hi Everyone,

Release Wave 2 Early access has been released and here are the steps to enable it on your instance

Logon to Admin Portal

Open the environment which you would like to enable Early access and click on Manage.

You will see the screen as below and click on Update now for getting Release Wave 2 Features to the instance.

You will be asked to enter Environment's name for the verification.

After verification, the Update process starts and it will take some time.

Hope this helps.

--
Happy 365'ing
Gopinath.