Within Model Driven Apps and Dynamics 365 in general, users are familiar with navigating on the site map (which has been both vertical and horizontal in the last decade) and moving around views, forms and using relationships as hyperlinks to jump between records. Recently, tabs have also proven to be a great form experience for model driven apps too. Omni Channel Engagement add an additional type of experience which is different than what has been known previously. This will be covered in this post.

The current experience in Model Driven Apps is as shown in the screenshot above – this is the Customer Service App and it is built in the same way as a Model Driven App where we have the Site Map and the main Form area for Dashboards and Forms. This is the Unified Interface.

Omni Channel Engagement utilises the Unified Interface too, however there is a different experience for users – this is referred as the Multi Tabbed experience.

This experience is shown in the screenshot below where users don’t actually have the site map (which is unique to the Omni Channel Engagement Customer Service App right now) and instead the Sessions are listed on the left hand side of the screen where the site map normally is (Under the ‘Home’ link).

In addition, there are have tabs available at the top of the screen where the user can open other Dashboards and individual records. Records can be Activities, Accounts, Contacts and more, as shown below. These tabs open just in the same way as normal and opens in a View form most of the time which lists the records based on their security profile. This is incredibly useful where users will likely need to research and search for information within the Common Data Service.

There are some exciting ways to utilise this Multi-Tabbed experience using Session Templates which will be covered in future post! Hope this has been helpful!