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- Learn how to give each service role a focused workspace with the case context and productivity tools representatives need to resolve customer issues.
In this module, you learn how to:
- Explain how experience profiles tailor Copilot Service workspace.
- Create profiles and assign them directly, by security role, or as the default.
- Configure application tab and session templates for case work.
- Control productivity pane features through a profile.
- Validate profile assignments and representative experiences.
- Customer Service workspace equips representatives with core customer service capabilities.
In this module, you'll:
- View and edit records.
- Work with cases.
- Learn how Copilot Service workspace, Copilot, and Case Management Agent reduce manual case work, preserve customer context, and help progress issues toward resolution.
This module explains how to:
- Manage cases from intake through resolution in Copilot Service workspace.
- Apply automatic record creation and update rules for consistent case intake.
- Coordinate related cases, find similar work, and consolidate duplicate records.
- Use Copilot to find grounded answers, draft responses, and summarize service context.
- Explain how Case Management Agent automates configured case creation, updates, resolution, follow-up, and closure with appropriate oversight.
- Omnichannel for Customer Service helps organizations offer support across multiple channels and engage multiple customers simultaneously through dedicated sessions.
This module explains how to:
- Learn about quick replies.
- Learn about notifications.
- Assign conversations.
- Learn how to configure historical information and communication tools to help your service representatives be more productive.
This module explains how to:
- Learn about the timeline control and how to modify it to fit the needs of an organization.
- Examine how service representatives can use the email functionality in Microsoft Dynamics 365.
- Review the process of configuring email functionality for service representatives.
- Learn how scripts, macros, and contextual automation reduce repetitive work, reinforce approved service processes, and help representatives resolve customer issues consistently in Copilot Service workspace.
In this module, you learn how to:
- Design macros that automate common record, session, and communication tasks.
- Pass contextual data to scripts and macros by using the automation dictionary.
- Configure scripts and associate them with session templates.
- Make built-in and custom productivity tools available through experience profiles.
- Do you want to build custom bots and plug them into environments to provide relevant recommendations to agents? This module teaches you how to create adaptive cards and custom bots and how to enable the Productivity pane.
In this module, you'll:
- Write adaptive cards that render content for a smart assist bot.
- Build a smart assist bot.
- Create a bot user.
- Add a smart assist bot to a workstream.
- Enable the Productivity pane.
