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- With agent experience profiles, your organization can create targeted app experiences for representatives and supervisors who work with Microsoft Dynamics 365 Customer Service workspace and Contact Center.
In this module, you'll:
- Learn about agent experience profiles, when they're available, and how to access them.
- Create custom profiles with the user interface.
- Define which channels and productivity features are available within a profile.
- Configure session templates.
- Create application tab templates.
- Create notification templates and use notification fields.
- Review associate session and notification templates with workstreams.
- Customer Service workspace equips representatives with core customer service capabilities.
In this module, you'll:
- View and edit records.
- Work with cases.
- Learn how to manage cases by using Dynamics 365 Customer Service workspace.
This module explains how to:
- Explore the Customer Service workspace.
- Create cases and automate case creation.
- Learn about case management.
- Create and resolve cases.
- 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.
- Dynamics 365 Productivity Tools helps representatives perform their daily operations faster, efficiently, and in a process-compliant manner.
In this module, you'll:
- Learn how to use macros.
- Discover how to use automation.
- Explore using agent scripts.
- Learn how to use smart assist.
- 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.
