Help agents be more productive in Dynamics 365 Customer Service

Offered By: Microsoft via Microsoft Learn

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Microsoft Dynamics Courses

Course Description

Overview

Module 1: With the App profile manager feature, your organization can create targeted app experiences for agents and supervisors who work with the Microsoft Dynamics 365 Customer Service workspace and Omnichannel for Customer Service apps.

In this module, you will:

Learn about the App profile manager feature, when it's available, and how to access it.
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.

Module 2: Customer Service workspace equips agents with core customer service capabilities.

In this module, you will:

View and edit records.
Work with cases.

Syllabus

Module 1: Create custom experiences for agents with the App profile manager in Customer Service

Introduction
Get started with the app profile manager
Create and use app profiles to manage apps
Application tab templates
Session templates
Manage notification settings and templates
Use templates in workstreams
Check your knowledge
Summary

Module 2: Enhance agent productivity with Customer Service workspace

Introduction
Explore the Customer Service workspace user interface
View and edit records
Work with case records
Use the Productivity pane in Customer Service workspace
Check your knowledge
Summary

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