Create and use agent experience profiles to manage apps

15 minutes

In Dynamics 365 Customer Service, use agent experience profiles to control what features and functionality are available to different representatives. The profiles apply when they're working in either Customer Service workspace or Contact Center. Agent experience profiles aren't used for users who work in the Customer Service Hub app. Agent experience profiles indicate things such as what channels are available, templates to use, and capabilities that are available. Organizations can create different profiles based on their specific needs. Service representatives can be assigned to a profile. When the representative logs in, the profile they're assigned to loads.

Create an Agent experience profile

Since you can't modify the settings for any of the out-of-the-box default profiles, organizations may find that they need to create new profiles that can be assigned to agents. New profiles are created in the Customer Service admin center app. Agent experience profiles are available by going to Workspaces and selecting Manage in the Agent experience profiles section.

When you create a new agent experience profile, you need to specify the following values:

Name - The app profile name.
Description - A description for the profile. (Optional)
Unique name - A unique identifier in the <prefix>_<name> format.

When you create a unique name, make sure that:

The prefix is alphanumeric with a length between three to eight characters.
An underscore is included between the prefix and name, such as sample_cswvoice.

Configure profile settings

After you create your application profile, you need to tailor the different elements of the profile such as which users it's assigned to, the productivity pane features are available, and channel details. An agent experience profile includes these sections that you can modify:

Users - Specifies the users that the profile is assigned to. A user can only be assigned to one agent experience profile.
Entity session templates - Defines which entity session templates to use to display items to representatives. More on session templates later.
Productivity pane - Allows you to enable or disable the productivity pane, specify the default mode, and define which features of the productivity pane you want to use, including:
- Copilot – Allows you to use Copilot for AI-powered help with solving customer issues.
- Teams chat - Allows you to use Microsoft Teams to collaborate on records. Teams Collaboration needs to be enabled in your environment first. For more information, see Configure Microsoft Teams chat in Customer Service.
- Join a Teams call – Allows representatives to invite customers to calls on Microsoft Teams.
- Agent scripts - Provides step-by-step instructions to help minimize human error and provide consistent service.
- Knowledge search - Users can search for relevant knowledge articles.
- Smart assist - Makes intelligent recommendations of knowledge articles, similar cases, and more, based on real-time context.
Inbox – Allows you to enable the Inbox and control which elements are available.
Channels - Allow you to specify which channels you want to include in this profile.

Configure inbox

The conversation inbox is designed to help representatives efficiently work on high velocity tasks. It promotes inbox sessions to regular sessions when they need more time to resolve cases and complete their conversations. The inbox presents incoming items from different channels into a singular view that representatives can work with. When you create a new custom profile, you can elect to enable the conversation inbox. Once enabled you can specify how you want items to be displayed.

You first want to identify which record types to display and the view to use. Based on which conversation types are configured in your environment you can potentially display the following record types in the conversation inbox:

SMS
Persistent chat
Facebook
Twitter
WeChat
LINE
WhatsApp
Teams

When enabling the Inbox for a profile, there are two options:

Inbox views: Allows you to specify the different views that you want available in the Inbox for each of the different record types enabled.
Inbox record types: Allows you specify which record types you want to display in the Inbox as well as define how each record is presented.

Inbox views

When you add a new view to the conversation inbox, you need to specify:

Name: Defines the name of the view that appears in the representative's inbox.
Agent visibility: Allows you to specify whether the view is visible to representatives.
Record type: Specifies the type of record to use. Based on the type of record you select; other settings are available to modify. For example, if you select Email, you have the following extra options available:
- Settings type:
  - Simple: Uses predefined settings for this inbox view.
  - Advanced: Allows you to be more detailed with the settings such as defining conditions related to which emails to display.
- Settings: Allows you to specify the types of emails that you want to appear in the inbox. Emails are broken into two categories:
  - Assigned to me: Emails that have been either sent to you or assigned to you. You can select one or both options.
  - Unassigned: Emails that we sent to Teams you're a member of, in queues you belong to or in a shared mailbox you have access to. You can select one, two, or all three options.

To learn more about customizing the views displayed in the inbox, see Configure custom views for the inbox.

Inbox record types

The inbox can be configured to display different types of records. Additionally for each record type that's displayed, you can configure how you want it to be displayed. Once the Inbox is enabled, the following record types are displayed by default:

Case
Conversation
Email
Task

Additionally, based on the channels that you have configured, you may see additional record types. For example, if voice is enabled, you'll see the voicemail record type.

For each record type you can define how you want it to display. For example, in the following image you can see a preview of the case record type.

To learn more about customizing the cards in the inbox, see Custom card configuration.

Configure Copilot AI features

Once an administrator has enabled and configured Copilot in your organization, the specific configured features can be turned on and off at profile level. For example, if you don't want Copilot to assist representatives in writing emails, you can choose to turn it off for a specific agent profile.

The following Copilot AI features can be turned on and off per agent experience profile:

Copilot Help Pane
Ask a question: Allows representatives to ask questions in the Copilot Pane.
Suggest a response: Copilot offers up responses to questions posed by representatives.
Write an email – help pane: Assists representatives in writing emails to customers.
Summaries
Case Summary: Enables the ability to view case summaries based on the configured case summary settings in the application.
Live conversation summary: Enables the ability to view conversation summaries based on the configured case summary settings in the application.
Inbox view
Suggested actions view: Provides suggested actions.
Knowledge creation
Case-based knowledge creation: Turns on the ability to have knowledge articles created automatically when a case is resolved.

Assign profiles to users

After you configure which elements to include in the profile, you need to specify which users it should be applied to.

You assign users to a profile by going to the Users section of the profile and selecting the Assign users button. This action opens the Add users screen. You can select the users you want to include on the profile. Once you have identified all the users you want to include, select the Add button to add them to the profile.

Important

A user can only be added to one profile at a time. If you want to change the profile a user belongs to, you first need to remove them from their existing profile, and then you can add them to the new one.

Default profile assignment

Initially, to help get organizations started, default profiles are available. Initially, representatives aren't assigned to any profile. The settings in these profiles can't be edited. When a representative logs in, they automatically use one of the default profiles that come with the application. Which default profile is used depends on the features that have been deployed.

When a representative accesses the Customer Service workspace app and the organization hasn't deployed Contact Center, the representative automatically uses one of the following default profiles:

Customer Service workspace - default profile - This profile is used when a representative accesses the Customer Service workspace application, and the inbox feature isn't enabled, and Omnichannel capabilities aren't deployed.
Customer Service workspace + inbox - default profile - This profile is used when a representative accesses the Customer Service workspace application, and the inbox feature is enabled, but Omnichannel capabilities aren't deployed.

When an organization has deployed Contact Center, representatives automatically use one of the following other profiles based on which application they're accessing:

Customer Service workspace + channels - default profile – This profile is used when a representative accesses the Customer Service workspace application and Omnichannel capabilities are deployed.
Customer Service workspace + channels + inbox - default profile – This profile is used when a representative accesses the Customer Service workspace application and the inbox feature is enabled, and Omnichannel capabilities are deployed.