Configure experience profiles in Dynamics 365 Customer Service
Intermediate
Business User
Functional Consultant
Dynamics 365
Customer Service
Help service representatives focus on customer issues by tailoring Copilot Service workspace to their roles. Use experience profiles, application tabs, session templates, and productivity pane settings to provide the right case context and tools for each group.
Learning objectives
In this module, you learn how to:
- Explain how experience profiles tailor Copilot Service workspace.
- Create profiles and assign them directly, by security role, or as the default.
- Configure application tab and session templates for case work.
- Control productivity pane features through a profile.
- Validate profile assignments and representative experiences.
Prerequisites
Basic understanding of Dynamics 365 Customer Service and Copilot Service workspace