{"id":36390,"date":"2023-11-06T17:58:18","date_gmt":"2023-11-06T12:28:18","guid":{"rendered":"https:\/\/www.inogic.com\/blog\/?p=36390"},"modified":"2026-02-10T12:40:18","modified_gmt":"2026-02-10T07:10:18","slug":"enhanced-case-experience-in-customer-service-workspace-within-dynamics-365-crm","status":"publish","type":"post","link":"https:\/\/www.inogic.com\/blog\/2023\/11\/enhanced-case-experience-in-customer-service-workspace-within-dynamics-365-crm\/","title":{"rendered":"Enhanced Case Experience in Customer Service Workspace within Dynamics 365 CRM"},"content":{"rendered":"

Introduction<\/strong><\/p>\n

The Enhanced Case Experience in Dynamics 365 Customer Service Workspace is designed to help agents interact more efficiently with customers and manage cases more effectively.<\/p>\n

This enhanced experience is available only within the Customer Service Workspace app and introduces modernized case forms along with powerful new controls that improve visibility, reduce clutter, and streamline agent workflows.<\/p>\n

In this blog, we\u2019ll explore how to enable the Enhanced Case Experience and take a closer look at the key features available in the enhanced case forms.<\/p>\n

How to Enable Enhanced Case Experience<\/h2>\n

Follow the steps below to enable the enhanced experience for both the Main Case Form and the Quick Create Case Form.<\/p>\n

Step 1: Enable the Feature from Customer Service Admin Center
\n<\/strong><\/p>\n

    \n
  1. Open the Customer Service Admin Center app<\/li>\n
  2. Navigate to Operations > Miscellaneous<\/li>\n
  3. Click Manage under New and Upcoming Features<\/li>\n<\/ol>\n

    \"Customer<\/p>\n

    Step 2: Enable Enhanced Case Forms<\/strong><\/p>\n