Today I was exploring new features that were released in 2020 Release Wave 2 and found a new App named as Customer Service Workspace has been released.
This seems to be a game changer for Service Agents which gives Multiple Tabs and Sessions on UCI App itself.
Make sure you enable 2020 Release Wave 2 of Dynamics 365 CE to get this App.
Click on + button to open the Tabs
Click on any link (Record link, New Email, New Task etc.. ) by pressing Shift on keyboard to open a new session
By default we can have maximum of 10 Tabs and 9 Sessions in the current app. Couldn’t find any configuration to change, please share it if you find it anywhere.
There are new forms added on Account, Contact and Case for multi session experience.
Hope this helps.