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As a system customizer, you might want to customize the session forms to suit your business requirements for the customer service representatives who use Omnichannel for Customer Service and other model-driven apps.
Modify the position of sections in the session form
Sign in to the Dynamics 365 instance.
Go to Settings > Customization > Customize the system.
Expand Components > Entities > Session and then select Forms.
Select Omnichannel session form from the list.
Drag and drop the field in the order you want to modify.
Select Save and select Publish.