Accelerate service delivery with productivity tools in Dynamics 365 Contact Center
Intermediate
Functional Consultant
Administrator
Dynamics 365 Contact Center
Dynamics 365
Configure the productivity pane tools that help service representatives work faster and more consistently. Set up scripts and macros that guide representatives through conversations and automate repetitive tasks, add custom Power Apps tools to the productivity pane, enable embedded Microsoft Teams collaboration, and extend the workspace with JavaScript APIs.
Learning objectives
After completing this module, you're able to:
- Create scripts with step-by-step guidance and use slugs to surface dynamic session context.
- Build macros using productivity automation, session connector, Omnichannel connector, and flow connector actions.
- Configure a custom Power Apps page or PCF control as a productivity pane tool and enable it in an experience profile.
- Enable embedded Microsoft Teams chat, connect chats to Dynamics 365 records, and configure chat disconnect permissions.
- Use the App profile manager JavaScript API to manage sessions, tabs, and session context programmatically.
- Use the Omnichannel JavaScript API to retrieve conversation data and link records to conversations.
Prerequisites
- Familiarity with Copilot Service workspace and the customer service representative experience in Dynamics 365 Contact Center
- Understanding of experience profiles and the productivity pane
- Basic knowledge of Microsoft Teams