Agent Workspace Vs Service Operations Workspace

[Shantharao]

Hello All,

Is there any business impact if we decommission Agent workspace and Activate Service Operations Workspace

Here is my question, we have done some moderate configurations on the Agent workspace level,
1. It may be some OOB UI actions modified and some custom new UI actions created 
2. Modified workspace view, we have added some OOB fields and newly created fields on incident/interaction  forms workspace view

3. Added some advanced reference qualifiers on the reference fields of the workspace view
4. Deactivate some workspace view rules 
5. On the UI action level we ticked workspace form view buttons and added an extra piece of code
likewise have done more customizations etc....

What happens to all these custom configurations if I activate SOW and deprecate the AWS
The customizations will work as is or will get any impact if yes, do you know what kind of customizations will cause issues,
Note: Are we keeping both workspaces active instead of any one workspace

I appreciate your valuable suggestions  

Thanks

[Tushar]

Identify all of the custom configurations that you have made to the Agent Workspace.

Review the documentation for the Service Operations Workspace to see if there are any equivalent configurations that you can use.

If there are no equivalent configurations, you will need to migrate the custom configurations to the Service Operations Workspace.

I believe you should use both the Agent Workspace and the Service Operations Workspace parallelly for a period of time to allow users to get used to the new workspace.

Please mark this response as correct and/or helpful if it assisted you with your question.

Regards,
Tushar

[Community Alums]

Hi @Shantharao ,

There won't be any impact/issue if you decommissionAgent workspace and Activate Service Operations Workspace!!

Service Operations Workspace is a configurable workspace, which as SN puts it is newer, more flexible technology than Agent workspace. The look and feel of SOW and Agent workspace might seem the same at first glance but SOW is way more configurable. Apparently Agent workspace will be deprecated and customers should start moving towards the SOW configurable workspace. I would reach out to your account manager to coordinate a demo of SOW. They will be able to "sell" you on all the benefits of moving to SOW from Agent Workspace.

[Shantharao]

Hi Sandeep,

Thank you for your response, I have already read the solution you have provided here from the other community thread,

Here is my question, we have done some moderate configurations on the Agent workspace level,
1. It may be some OOB UI actions modified and some custom new UI actions created 
2. Modified workspace view, we have added some OOB fields and newly created fields on incident/interaction  forms workspace view

3. Added some advanced reference qualifiers on the reference fields of the workspace view
4. Deactivate some workspace view rules 
5. On the UI action level we ticked workspace form view buttons and added an extra piece of code
likewise have done more customizations etc....

What happens to all these custom configurations if I activate SOW and deprecate the AWS
The customizations will work as is or will get any impact if yes, do you know what kind of customizations will cause issues,

Note: Are we keeping both workspaces active instead of any one workspace

Thanks