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

By Microsoft · Question Mode

QuestionQ46

Configure the Dynamics 365 Contact Center representative experience

A company requires a selected group of customer service representatives to use an internal tool during customer interactions without leaving the workspace. The tool must be available in the productivity pane.

Configure the tool’s availability.

Select
Make the tool available within the productivity pane.
Ensure that the tool is available for a select group of agents.
Explanation

In Dynamics 365 Customer Service, a pane tool configuration adds a tool to the productivity pane. Experience profiles control which productivity tools are available to assigned users, allowing the tool to be limited to the selected group of representatives.

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