Use session restore for seamless continuity in Customer Service

As customer service representatives juggle multiple cases, tabs, and applications throughout their day, interruptions—whether from browser crashes, accidental closures, or system reboots—can be costly. That’s why session restore, also known as app session restore, is a game-changer in Dynamics 365 Copilot Service workspace (CSw). This feature ensures service reps can pick up exactly where they left off, minimizing disruption and maximizing productivity. 

Reclaiming lost time 

Before session restore, service reps who lost their session due to a crash or logout had to manually reopen each case, retrace their steps, and rebuild their workspace. This not only wasted time but also increased the risk of errors and customer dissatisfaction. 

Now, with session restore, CSw automatically saves the state of an service rep’s workspace, including open sessions, tabs, and navigation context. Then, it restores the workspace when the service rep logs in again. Whether a service rep was mid-case or toggling between multiple records, their environment is rehydrated with precision. 

Saving your space 

Session restore is enabled by default in CSw and works seamlessly behind the scenes. Here’s what it captures: 

• Open sessions: All active sessions, including customer cases and conversations. 

• Tab state: The exact session tabs and sub-tabs open within each session. 

• Navigation context: The specific records and views the service rep was working on. 

• Productivity tools: The specific productivity tool that was in focus.  

When the service rep logs back in, Dynamics 365 reconstructs the workspace as it was, no clicks required. 

Real-world impact 

Organizations using session restore report significant improvements in efficiency and satisfaction. For example: 

• Service reps returning from a break or system update can resume work instantly. 

• Supervisors see fewer escalations due to lost progress. 

• IT teams spend less time troubleshooting session-related issues. 

This feature is especially valuable in high-volume contact centers where every second counts. 

Learn more 

To learn more, read the documentation: Enable session restore to automatically reopen browser sessions and tabs | Microsoft Learn 

The post Use session restore for seamless continuity in Customer Service appeared first on Microsoft Dynamics 365 Blog.