While much attention is given to model-driven apps, canvas apps, and more recently, code apps, there is another category that is often overlooked but exceptionally powerful: multi-session model-driven apps. Unlike standard applications that provide a single user experience, multi-session apps enhance this by enabling users to help multiple customers simultaneously.
Multi-session experience allows supporting multiple customers at the same time
The multi-session experience started in Dynamics 365 Customer Service. These types of apps were developed only for Customer Service workspace, CSW, because service agents often need to assist multiple customers simultaneously. Traditional model-driven apps only allow a single session at a time, making it complex and error-prone to support several clients concurrently. Multi-session apps isolate each client within their own session, enabling agents to manage multiple clients efficiently.
Where model-driven apps are used in specific scenario’s, multi-session apps aim at service operations. Companies across industries—whether hardware, software, health care, or others—can benefit from multi-session experiences for customer service.
Make your own multi-session experience now
The multi-session experience was first available only in Customer Service workspace (CSw), now known as Copilot Service workspace. As users move from Unified Service Desk and with the shift to Dynamics 365 Contact Center, the demand for CSW is increasing. The retirement of Customer Service Hub also makes that all Customer Service clients should now start relying on CSW. This has led to many customers to seek personalized experiences. Recently, a new feature was launched allowing users to create their own multi-session experiences, which addresses this major need.
Configure the app through the Copilot Service admin center
Making your own multi-session experience is a bit different from what you’re used to.
- Make a model-driven app
- Open the Copilot Service admin center and navigate to Support experience > Workspaces > Productivity setting for model-driven apps
- Select the model-driven app you want to customize, and select ‘Edit’
- Select if only want to enable ‘Productivity Tools’ or want to enable ‘Multisession with productivity tools’
Note: model-driven apps which are part of a managed solution are locked, so these can’t be edited.
Configure the agent experience
Personalizing multi-session app experiences works just like it does in the Copilot Service workspace. Experience profiles define which channels, entity session templates, and productivity tools are accessible to each user. Additionally, Copilot settings can be adjusted using these experience profiles.
By assigning security roles to each app and experience profile, your company gains the flexibility to tailor unique experiences for every department or role. This can be compared to configurations in Unified Service Desk.
