Why is the Browser User Interface (BUI) workspace not using the standard workspace?

Environment:

Workspaces, Profiles, Browser User Interface
Oracle B2C Service, 19A, 19B

Resolution:

Workspaces when not defined in the profile settings will use the standard system-defined workspace for the corresponding record type.  This is fully described in Answer: Assigning workspaces to staff profiles. You can copy the standard workspace so changes can be made to meet your business needs and requirements, see Answer Setting up a new workspace.  The new or copied workspace can be associated in the profile so agents will use the customized workspace.  A custom workspace can be created for both the non-browser and browser editors separately or they can be the same workspace.

When you associate a custom workspace for the non-browser editor and do not define a workspace for the associated browser workspace, the non-browser workspace will be used.  For example, if you created a copy of the Incident Standard Workspace and associated that workspace to the Incident Editor, both the browser and non-browser editor will use that Incident workspace.  You can always associate the standard workspace or create another custom workspace specifically for the browser console.