Help service reps be more productive in Dynamics 365 Customer Service

Help service representatives focus on customer issues by tailoring Copilot Service workspace to their roles. Use experience profiles, application tabs, session templates, and productivity pane settings to provide the right case context and tools for each group.

With Customer Service workspace, you can ensure that representatives 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.

Turn customer interactions into consistent, actionable case work. In this module, you use Copilot Service workspace to preserve context from intake through resolution, apply rules for predictable automation, and use Copilot and Case Management Agent to accelerate representative decisions and perform approved lifecycle tasks with human oversight.

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 service representatives be more productive.

Help representatives spend less time on repetitive actions and more time resolving customer issues. Configure scripts that provide guidance at the right moment, macros that complete repeatable tasks, and contextual automation that carries case and customer information through each step in Copilot Service workspace.

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.