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Productivity pane overview

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Note

The feature availability information is as follows.

Dynamics 365 Contact Center—embedded Dynamics 365 Contact Center—standalone Dynamics 365 Customer Service
No Yes Yes

Note

Case information is applicable to Customer Service only.

The productivity pane in Customer Service workspace and Contact Center workspace enables you to display knowledge search, agent scripts, and smart-assist cards in a unified view. Configure knowledge search, agent scripts, and smart-assist cards, so these agent guidance tools will appear in Customer Service workspace and Contact Center workspace.

You can set the productivity pane in collapsed mode or expanded mode, as shown in the following illustrations.

Collapsed mode

Productivity pane in collapsed mode.

Expanded mode

Productivity pane.