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

By Microsoft · Question Mode

QuestionQ93

Configure the Dynamics 365 Contact Center representative experience

A company wants to optimize how customer service representatives (CSRs) see work items in the inbox.

CSRs must be able to see only high-priority cases in one view. A second view must not be visible to CSRs until a later rollout.

Configure the custom inbox view to meet these requirements. Each action may be used once, more than once, or not at all.

Drag & Drop
Filter cases by priority.
Prevent a view from appearing to CSRs.
Explanation

Advanced inbox settings expose a Conditions option, which is needed to restrict a case view to records with high priority. Inbox-view configuration includes Representative visibility with Show and Hide values, so setting visibility to Hide prevents representatives from seeing a view until it is rolled out.

Learn more

Community Discussion

No comments yet. Be the first to start the discussion!