Changes to Dynamics 365 Customer Service Apps

The apps for Dynamics 365 Customer Service have changed over the years. Those looking at Customer Service for the first time might be a bit confused.

Originally, Microsoft provided just the Customer Service Hub app which included administrative tasks in the Service Management area of the app.

Omnichannel arrives

As additional capabilities were included in Customer Service, the Omnichannel for Customer Service, Omnichannel admin center and App profile manager apps appeared.

The Omnichannel for Customer Service app includes multiple session capability allowing customer service representatives to work with multiple client sessions at the same time. This multiple session capability was also made available to Customer Service customers that didn't have Omnichannel licences in the Customer Service workspace app.

In 2023, Microsoft announced that the Omnichannel for Customer Service app was deprecated and instead customers should use the Customer Service workspace app for all work including omnichannel features.

Administration Tasks

During 2023, the Omnichannel admin center, the App profile manager and the Service Management area of the Customer Service Hub app were removed and migrated to the new Customer Service admin center app.

Dynamics 365 Contact Center

In 2024, Microsoft announced Microsoft Dynamics 365 Contact Center. This is a standalone Contact Center as a Service solution that works with Dynamics 365 Customer Service or other CRM systems or even custom apps.

This brought about new apps named Contact Center workspace and Contact Center admin center.

Removal of Customer Service Hub app

In October 2024, Microsoft announced that the Customer Service Hub app is no longer available for new organizations and that all customers should migrate to the Customer Service workspace app.

Here comes Copilot

Then in March 2025, Microsoft announced a renaming and combining of apps so that Customer Service workspace and Contact Center workspace are now known as Copilot Service workspace.

Similarly the admin apps, Customer Service admin center and Contact Center admin center are now known as Copilot Service admin center.

So as of June 2025, new customers should see just two apps, Copilot Service workspace and Copilot Service admin center. Existing customers might also have the Customer Service Hub app.