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An administrator wants to prevent a group of experienced service representatives from seeing the Suggest a response Copilot feature, while still allowing newer representatives to use it. How should the administrator configure this?
Disable the Suggest a response feature globally in Copilot Service admin center
Create separate experience profiles for each group and turn off Suggest a response in the experienced representatives profile
Assign a different security role to the experienced representatives to restrict their Copilot access
A supervisor creates a custom application tab template with the Third-party website page type. After saving the template, a Parameters subgrid appears. What purpose do these parameters serve?
They define the security roles that are allowed to open this application tab
They specify the configurable values, such as the URL or entity details, that ensure the tab loads the correct content at runtime
They define which notification template is triggered when a representative opens this tab
An administrator wants to ensure that when a representative accepts a chat conversation, a second tab automatically opens with the customer account record alongside the default Customer Summary. Which template type should the administrator configure?
Notification template
Session template
Experience profile channel configuration
A contact center deploys a new voicemail channel. A representative assigned to an experience profile with the inbox enabled reports that voicemail items do not appear in their inbox. What is the most likely cause?
The representative must be assigned to a different security role to access voicemail records
The voicemail record type has not been added to the inbox record types in the representative experience profile
The inbox view needs to be set to Advanced mode to display voicemail items
An administrator needs to ensure that a service representative can only be part of one experience profile at a time. The representative is currently assigned to the 'Voice specialists' profile, but should be moved to the 'Digital messaging agents' profile. What must the administrator do first?
Delete the 'Voice specialists' profile and create the 'Digital messaging agents' profile
Remove the representative from the 'Voice specialists' profile before adding them to the 'Digital messaging agents' profile
Assign the representative to both profiles and set 'Digital messaging agents' as the default
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