The new Shell application is currently available in Preview and will be made available generally for all users in the FSM 2011 quarterly release scheduled for 15 November 2020. To ensure a smooth transition, make sure you follow the recommendation in this document which provides an overview of key differences between the current standard application and the Shell application scheduled for general release in 2011.
Customer action is required:
With the Shell app, the UI Permission ensuring visibility of objects will be considered everywhere across FSM apps, therefore, the users will only be able to see for example the ServiceCalls if their user group has the UI Permission = visible. (screenshot attached)
Get an overview of the new Navigation tree in the Shell app and the required permissions here.