AB-250: Transforming Contact Center Experiences with AI in Dynamics 365

By Microsoft · Question Mode

QuestionQ42

Configure the Dynamics 365 Contact Center representative experience

A company uses Dynamics 365 Contact Center to help its customer service representatives (CSRs) manage multiple customer interactions. During each interaction, CSRs use several entities and forms.

CSRs must have the necessary data available when a new session begins.

You need to configure the Copilot Service workspace. Which template type should you configure?

Select
Template type:
Explanation

A session template controls the experience that starts with a representative session, including the anchor application and additional application tabs to open. Configure the required entity and form application tabs in that session template so the data is available at session start.

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