Help agents be more productive in Dynamics 365 Customer Service

With agent experience profiles, your organization can create targeted app experiences for agents and supervisors who work with the Microsoft Dynamics 365 Customer Service workspace and Omnichannel for Customer Service apps.

With Customer Service workspace, you can ensure that agents are equipped with the core customer service capabilities that they are accustomed to using with the Customer Service Hub app. It will also provide agents with the ability have multiple sessions open at a time in a single workspace experience.

With Dynamics 365 Customer Service, an organization can provide service to their customers in many ways, depending on the specific needs of the customer, the organization's service model, and other determining factors. This module examines the Customer Service features that you can use to support a case management solution.

With Omnichannel for Customer Service, organizations can offer support across multiple channels and can engage multiple customers simultaneously through dedicated sessions. This feature ensures that agents have information that's relevant to what they're working on and in one location. Additionally, agents can switch between active sessions as needed.

Learn how to configure historical information and communication tools to help your agents be more productive.

Dynamics 365 Productivity Tools helps agents perform their daily operations faster, efficiently, and in a process-compliant manner.

Do you want to build custom bots and plug them into environments to provide relevant recommendations to agents? This module teaches you how to create adaptive cards and custom bots and how to enable the Productivity pane.