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3a9ef4f4ca58-0 | Guide agents with scripts
In the customer service industry, agents need to deal with continuous updates both to products and processes. Even after agents have been rigorously trained, recurrent human errors and delays in service delivery occur due to a lack of guidance in real-time customer scenarios. These issues lea... | cedocs\app-profile-manager\agent-scripts.md |
3a9ef4f4ca58-1 | Select Save. The Agent script steps appears.
In the Agent script steps section, select New Agent script step. Quick Create: Agent script step appears.
Specify the following fields in the quick-create form.
| Field | Description | Example Value |
|--------------------|------------------------------|-------------------... | cedocs\app-profile-manager\agent-scripts.md |
3a9ef4f4ca58-2 | Set the Enable build expression toggle to Yes, and then select Build Expression to define the expression. The Expression builder page is displayed.
[!div class=mx-imgBorder]
Select the Condition step, and then create the condition.
In the If true step, select Add an action. The Condition step is displayed. To learn ... | cedocs\app-profile-manager\agent-scripts.md |
9d31aa52e473-0 | Create an app profile
[!INCLUDEcc-oc-admin-csh-deprecation.md]
Perform the following steps to create an app profile:
Sign in to Power Apps.
Select the environment in which you want to create the app profiles.
Do one of the following:
On the Home page, go to Your apps section.
In the left pane, select Apps.
Sele... | cedocs\app-profile-manager\app-profile-manager.md |
84a99ce08d8d-0 | Manage application tab templates
An application tab template in Customer Service lets you specify the type of applications that can be opened when agents start a session in the Customer Service workspace or Omnichannel for Customer Service app.
The vertical bar on the left panel shows the list of sessions. The panel ... | cedocs\app-profile-manager\application-tab-templates.md |
84a99ce08d8d-1 | The following parameters are available for the entity record page type when an entity form is opened to create a new record:
Search
The following parameters are available for the entity search page type.
|Parameter | Description | Required | Supported values | Example |
|---------|--------------|------------------|-... | cedocs\app-profile-manager\application-tab-templates.md |
e4ea3d390a4f-0 | Associate templates with workstreams
The session, notification, and application tab templates that you create need to be associated with a workstream so that the Omnichannel system uses the corresponding templates for an incoming conversation.
After an agent accepts the conversation request, a session starts for whic... | cedocs\app-profile-manager\associate-templates.md |
006730349bab-0 | Use automation dictionary to pass parameter keys
[!INCLUDEcc-omnichannel-administration-deprecation-note.md]
The automation dictionary maintains the contextual data for sessions. You can use the keys from the automation dictionary to pass the parameter in an action.
While creating templates and macros in the admin ... | cedocs\app-profile-manager\automation-dictionary-keys.md |
006730349bab-1 | Slugs for productivity tools (macros and agent scripts)
Macros and agent scripts support the following slugs:
Entity records routing |
|
[!NOTE]
Only the ${anchor.<attribute_name>} slug is supported in the macros and scripts for Customer Service workspace.
Slug for reconnection link
The following slug is used to g... | cedocs\app-profile-manager\automation-dictionary-keys.md |
c682ec853271-0 | Create and use agent experience profiles
[!INCLUDEcc-omnichannel-administration-deprecation-note.md]
By default, the following agent experience profiles are available out of the box for Customer Service workspace and Omnichannel for Customer Service. These profiles can't be deleted or modified. When you don't assign... | cedocs\app-profile-manager\create-agent-experience-profile.md |
7eaf56818783-0 | Experience for accessing templates and productivity tools
[!INCLUDEcc-oc-admin-csh-deprecation.md]
The app profile manager is an easy-to-use interface that helps you get started with what you can do on the page.
[!div class=mx-imgBorder]
[!IMPORTANT]
[!INCLUDEcc-use-with-omnichannel]
The options to access and mana... | cedocs\app-profile-manager\create-app-profiles-powerapps.md |
7926d7fba0af-0 | Set up Omnichannel for Customer Service channels in Customer Service workspace
When your agents are working on cases, there may be times when you want them to also be able to have conversations with customers. Using Omnichannel for Customer Service add-on licensing, you can set up your Customer Service workspace envir... | cedocs\app-profile-manager\csw-enable-channels.md |
3aeb5959bc63-0 | Automate tasks with macros
In the customer service industry, agents have to click often to perform simple tasks, such as open a form, fill, and save it, and many repetitive and monotonous actions, such as greeting and verifying a customer, sending acknowledgment mail, and taking notes. These clicks and repetitive task... | cedocs\app-profile-manager\macros.md |
3aeb5959bc63-1 | Update an existing record
This action is used to update an existing record. The action contains the following fields.
| Field | Description | Parameter |
|-----------------|-----------------------------|--------------------------|
| Entity logical name | Specify the logical name of the entity that you want to ... | cedocs\app-profile-manager\macros.md |
3aeb5959bc63-2 | Open application tab
This action opens the specified application in a new tab with the attributes that you define. The action contains the following fields.
| Field | Description | Parameter |
|-----------------|-----------------------------|--------------------------|
| Page type | Specify the application typ... | cedocs\app-profile-manager\macros.md |
3aeb5959bc63-3 | [!div class=mx-imgBorder]
Run Flow
This action triggers Power Automate flows using macros in agent scripts. This action contains the following fields.
| Field | Description | Parameter |
|----------------------|-----------------------------------------|------------|
| Enti... | cedocs\app-profile-manager\macros.md |
3aeb5959bc63-4 | [!div class=mx-imgBorder]
For example, select Open a new form to create a record, and the step appears. More information: Productivity automation.
If you select Session connector, you'll see the following actions.
| Purpose | Action name |
|-----------------------------|----------------------------------------... | cedocs\app-profile-manager\macros.md |
1acf3f962f4b-0 | Manage notification settings and templates
When a notification is sent to an agent, it displays certain information, such as the customer from who the conversation request is coming, the timeout period after which the notification will disappear, and accept and reject buttons. Each organization has varied business req... | cedocs\app-profile-manager\notification-templates.md |
1acf3f962f4b-1 | The out-of-the-box templates are as follows.
| Channel/Entity | Consult | Authenticated | Unauthenticated | Transfer | Other
|---------|--------------------|-----------------------|------------------------|--------------------|--------------------|
| Chat | Chat - consult - default | Chat - incoming authenticated - de... | cedocs\app-profile-manager\notification-templates.md |
1acf3f962f4b-2 | In Dynamics 365, go to one of the apps, and perform the following steps.
### Customer Service admin center
### Omnichannel admin center
On the Templates tab, select New Notification Template in the Active Notifications Templates area.
Specify the following in the New Notification page.
| Tab | Name | Value, descrip... | cedocs\app-profile-manager\notification-templates.md |
1acf3f962f4b-3 | Select Add Existing Notification Field in the Notification Fields section. The Lookup Records pane appears.
Select the name of the notification field you created, and then select Add. For example, Name of the customer.
Repeat steps 6 through 12 to add more notification fields.
Select Save.
After saving the notifica... | cedocs\app-profile-manager\notification-templates.md |
ee8376f2be50-0 | Agent experience profiles
[!INCLUDEcc-omnichannel-administration-deprecation-note.md]
Agent experience profiles enable you to create targeted app experiences for agents and supervisors, and are an alternative to building and maintaining custom apps.
With the agent experience profiles, administrators can create custom... | cedocs\app-profile-manager\overview.md |
7299e433a51d-0 | Overview of productivity tools
The Dynamics 365 Productivity Tools app provides capabilities that help users perform day-to-day operations in a fast, efficient, and process-compliant manner and deliver value to customers.
The Dynamics 365 Productivity Tools app contains the following functionality to help with repeti... | cedocs\app-profile-manager\productivity-tools.md |
3ce24464223a-0 | Roles and privileges associated with app profile manager
The following roles are available with the app profile manager:
App Profile Manager Administrator
App profile user
If your organization uses custom roles, and you want a user with the custom role to manage app profiles, then you can either assign the App Prof... | cedocs\app-profile-manager\security-roles.md |
3ce24464223a-1 | Role: App Profile User
The App Profile User has the following privileges.
|Action|Privileges|
|-------|-----|
|Read application module|prvReadAppModule|
|Read channel provider| prvReadmsdyn_channelprovider|
|Read application configuration|prvReadmsdyn_appconfiguration |
|Read application extension| prvReadmsdyn_appli... | cedocs\app-profile-manager\security-roles.md |
675f6efcda2a-0 | Manage session templates
A session template is a combination of attributes and application tab information that can be reused.
In Omnichannel for Customer Service app, when an agent accepts an incoming conversation request from a customer, a session is started. The system opens the Customer Summary application that y... | cedocs\app-profile-manager\session-templates.md |
675f6efcda2a-1 | Type the application tab names in the search box and select the search icon. A list of records appears. Select the application tabs, and then select Add. The application tabs are added to the session template.
Select the Agent scripts tab, and set the Enable build expression toggle to Yes to define the expression to s... | cedocs\app-profile-manager\session-templates.md |
5d2cdb473471-0 | Manage smart assist
The new-age customer service industry is moving toward the vision of being intelligent rather than process-driven while interacting with customers. Pivoting on intelligence capabilities helps unleash the productivity of agents to perform better on key performance indicators and—at the same time—del... | cedocs\app-profile-manager\smart-assist.md |
059f1cb81d2f-0 | Overview of templates in Customer Service
When you (an agent) get an incoming conversation request, the system searches and opens the records like case, contact, or account. However, your organization might have different requirements and want to use different custom entities and correlate to a conversation.
Also, Om... | cedocs\app-profile-manager\templates-overview.md |
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