Power Platform Community Forum Thread Details

cloning the features of customer service workspace

Hello Team,

We are trying to use the existing customer service app features to our existing applications.

Our main aim is to use the existing customer service workspace to embed our ticketing applications and to handle all the tickets from customer service workspace.

In this process, we have tried to change the dashboard with our items, but it will limit only to limited applications on the dashboard.

The features we want to use are

1. cloning the inbox feature, we want the use the inbox features that is available in the customer service workspace to our app, we have tried cloning and replicating the customer service app, but the inbox is only visible on the case, email and Task. we need to enable it for our custom records. We want somehow to make the visibility of the tickets in the inbox.

2. There will be case management cycle, and it shows the similar cases, stage of the case, attaching the knowledge bases and articles and an option to assign a case to someone, resolving the case with some description and automated timeline updates. In the same way we also need the management life cycle for our custom records as well.

3. There is multisession management option in the customer service workspace, and we also want to use the same feature in the cloned application as well.

Thanks

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