Introduction
For most support organizations, the needs of their employees and how they use Dynamics 365 Customer Service are different. For example, supervisors in a contact center are typically focused on managing service representatives and optimizing operations. They don't typically need access to things like agent scripts to help guide customer interaction since their primary focus isn't interacting with customers. Even service representative experiences are likely different across different departments or based on the type of support they provide to customers. Some representatives might not provide support on specific channels. Some may need collaboration options available. Additionally, representatives who only work with a specific type of customer might benefit from having items displayed and positioned differently in the application. Historically, these differences were handled by building and maintaining multiple custom applications that provided the necessary functionality across the different user bases.
In Dynamics 365 Customer Service, there are many different agent experience features available that can help create targeted experiences for representatives and supervisors instead of building and maintaining custom apps. Organizations can build the best user experience for their entire staff of representatives. From agent experience profiles where you can build targeted profiles for different scenarios, you can build different templates that tailor the overall experience for representatives.
For example, your organization might have a group of representatives who primarily focus on servicing customers through live voice interactions, whereas others provide support across multiple channels such as chat, text messages, or Microsoft Teams.
You can do it by creating two different agent experience profiles:
Voice agent - This profile might include:
A voice channel.
Agent scripts that focus on providing voice support to a customer.
More automation capabilities.
AI-led knowledge article searching.
Contact Center representative - This profile might include multiple channels, scripts that include Contact Center specific functionality such as quick replies, and notification templates that provide channel details to representatives.
Get started
Before you can begin building tailored experiences for representatives, an administrator or set of administrators needs to complete the following tasks first.
Create users and assign licensing in the Microsoft 365 admin center - When the user is created in the system, ensure that they're assigned the appropriate Dynamics 365 licensing to provide them with access to applications. For more information, see Add users and assign licenses.
Assign security roles - Depending on which application they work in, users need to have an appropriate security role for the application, such as Customer Service Representative or Omnichannel representative. For more information, see Configure user security.
Create necessary profile components - Ensure that you've created the necessary components that can be included in the application and app profile, such as defining business processes, configuring necessary workstreams for channels, defining queues, creating session templates, and building productivity tools like macros and agent scripts.
After you've completed the preceding steps, you can create a tailored experience for representatives and supervisors by:
Creating Agent experience profiles to define the items that are included.
Assigning Agent experience profiles to individual users.
There are multiple items that are involved in building targeted experiences for representatives and supervisors. The primary items include:
Agent experience profiles: Allows you to create targeted app experiences for representatives and supervisors instead of building and maintaining customer apps. Users with the required representative or supervisor role can view and use the settings that are made available through the assigned app profile.
Session templates: A combination of different attributes and application tab information that can be reused to control what a session experience looks like when it's loaded.
Application tab templates: Application tabs are used to load applications into a session. The items are displayed as tabs inside the session.
Notification templates: Allows you to control how notification messages are presented to representatives in the application.
Throughout the remainder of this module, we're going to examine each of these elements in more detail.