Introduction
Different service representatives handle different types of work. A representative who only handles voice calls doesn't need the same tools as one who manages high-volume chat conversations. A new hire benefits from step-by-step agent scripts, while an experienced representative might prefer a streamlined view without guided prompts.
Imagine you support a contact center for a financial services firm. You have voice specialists, digital-only representatives, and a back-office team managing cases by email. Right now, everyone works from the same default workspace configuration, and representatives are spending time navigating past tools they never use.
In this module, you learn how to use experience profiles to give each group of representatives a workspace tailored to their role. You configure Copilot features at the profile level, set up application tab, session, and notification templates that control what opens when a conversation starts, and configure the inbox so representatives can manage their work from a single, organized view.
By the end of this module, you're able to create experience profiles in Dynamics 365 Contact Center and configure templates and inbox settings to give service representatives a workspace that matches how they work.