In 2020 Release wave 2, we can see a new Dynamics 365 app introduced for the Customer Service agents – Customer service workspace (preview), allowing multitasking (multi-tab) and multi-session to work on multiple cases simultaneously more efficiently.
Enable early access to 2020 release wave 2
Check other posts on Release 2020 Wave 2
- Customer Service workspace App ->
The app allows agents to work in multiple cases at the same time along with associated activities
We can open multiple case, contact, account, activity, dashboard etc. in differents tabs as shown below, which allows for easier reference, without losing the context.
We have new main form ‘Case for Multisession experience’ and quick create form added for the new app for the case entity.
Along with Customer Service agent dashboard.
Similarly, we can also find new multi session form added for Account and Contact entity.
Dynamics 365 2020 release wave 2 – https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/
Hope it helps..