Summary
The Workspaces section in the Customer Service admin center lets you create targeted app experiences for representatives and supervisors who are working with the Customer Service workspace and Omnichannel for Customer Service apps. By creating and assigning users to agent experience profiles, you can provide them with a tailored experience based on session, application tabs, and notifications that are presented to them. Additionally, you can control which channels and productivity features are available for each profile.
Throughout this module, you learned how to get started creating customer application experiences, including:
Examining the agent experience in Customer Service workspace.
Exploring the user interface and the process for using it to create custom agent experience profiles.
Reviewing the components that are included in a profile and the process for defining which channels and productivity features are available within a profile.
Learning about session templates and the process for setting up the templates.
Reviewing the process for creating application tab templates.
Examining notification templates, including how to create them and how to use notification fields.
Reviewing associate session and notification templates with workstreams.
Your next step would be to gain a deeper understanding of how to define channels and set up productivity tools. This extended learning includes creating macros, agent scripts, and smart assist.