Tailor the agent workspace with experience profiles in Dynamics 365 Contact Center

  • Module
  • 6 Units
Intermediate
Functional Consultant
Administrator
Dynamics 365 Contact Center
Dynamics 365

Use experience profiles to customize the Copilot Service workspace for different service representative roles. Configure productivity pane tools, Copilot AI features, application tab templates, session templates, notification templates, and the inbox to give each team a workspace that matches how they work.

Learning objectives

After completing this module, you're able to:

  • Create and configure experience profiles to control workspace features per representative role.
  • Enable and configure Copilot features at the experience profile level.
  • Create application tab, session, and notification templates to control the workspace experience during conversations.
  • Configure the inbox and custom views for service representatives.

Prerequisites

  • Familiarity with Copilot Service admin center navigation
  • Basic understanding of Dynamics 365 Contact Center channels and workstreams
  • Knowledge of service representative roles and workspace concepts in Dynamics 365 Contact Center
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