Implementing Dynamic 365 Contact Center

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Set up your environment Task 1 - Enabling Customer Service Trial License Open a broswer and paste the link https://www.microsoft.com/en-in/dynamics-365/free-trial for enabling the Dynamics 365 Customer Service Trial license Scroll down and select Dynamics 365 Customer Service. Click on Try for free. Enter the user id, select the agreement terms and then select Start your free trial. Select Country/Region - United States and enter your Phone number and submit. You will be navigated to Customer Service workspace. Note - If you are prompted with a pop-up for using a microphone, click on Allow while visiting the site. If you are not prompted, you can proceed to the next step. Now you are on the Customer Service Workspace home page by default. Task 2 - Set up channels You can set up channels in the Customer Service admin center application. In the Power Platform admin center, while you can view existing environments and channels, you can't enable, edit, or delete channels. Click on the App selector from the top. Select Customer Service admin center from the list of apps. Select Channels under Customer Support on the left navigation pane. Select Manage for Manage channels. The Manage channels page appears. You can view the channels that are enabled. Task 3 – Manage Dynamics 365 Contact Center Users Select User management under Customer support in the site map. On the page that appears, select Manage for Enhanced user management. The Contact center users view displays the users that have been configured in Power Platform admin center. Hover the pointer over the rows of your admin users that you want to update and select the check boxes. To update user attributes, select Update user attributes, and you will see three options available. You can select one of the option based on your requirements. Update skills: On the dialog box that appears, do the following: Add skills to users: In the Skills box, select the skills that you want to add, select a proficiency, and then select Add to all. The selected skill and proficiency is added for the users in the list. To have a different proficiency for the skills, select one skill and proficiency at a time. Activate or deactivate: Select a skill in the Skills box, and select the ellipses to select Activate for all or Deactivate for all. Users with a deactivated skill will not be considered during assignment if the skill requirement of a work item matches the deactivated skill. Remove skills: To remove a skill from the list of users, select the skill in the Skills box, and select Remove from all. Save your changes. The selected skills are removed for the users. Click on Close. Now select your Admin > Update user attributes > Update queues. Update queues: On the dialog box that appears, in the Queues box, select the queues to add or remove, and then select Add to all or Remove from all. Save your changes. Click on Close. Now perform step 7 again and select Update capacity profile. On this dialog box , in the Capacity profiles box, select the profiles that you want to add or remove, and then select Add to all or Remove from all. Save your changes. Click on Close.  Manage Copilot features in Customer Service Task 1 - Turn on copilots and generative AI features To use copilots and generative AI features, you must consent to the terms of use in the Power Platform admin center. To grant consent, you must be a Power Platform administrator or Dynamics 365 administrator. You can launch the Customer Service Admin center from power platform admin center. Open a new tab in the browser. Sign in to the Power Platform admin center - https://admin.powerplatform.microsoft.com/ with the credentials provided to execute the lab in the home tab. In the left side panel, select Environments. Select your Customer Service Trial environment. You will find the Environment URL under Details. This will take you to Customer Service page. On the Power Platform admin center page, scroll down until you see the Generative AI features card. Now, select Edit. Review the terms of use and select the Bing Search checkbox if it is not selected. When the Bing Search feature is turned on, your copilot in Microsoft Copilot Studio can use the data sources you provided, but it can use Bing's APIs to index the results better and find the best answer from within your data sources. If any changes have been made, select Save to confirm them; otherwise, select Cancel. Task 2 - Set up your Copilot Switch back to Customer Service admin center tab. Select Productivity under Agent experience. Select Manage for Copilot for questions and emails. Select the checkbox for Ask a question. Select Save and close. Task 3 - Make Copilot available to agents On the left navigation pane, Under Agent experience select Workspaces. Select Manage under Agent Experience profiles. Select the Customer Service Trial profile agent experience profile from the list. On the Productivity Pane, make sure Copilot help pane toggle is ON so that agents can use the Copilot features such suggest a response, ask a question, and write an email on the productivity pane. Scroll down to Copilot AI features section, you will see features Ask a question, Scan customer conversation and suggest a response, Write an email, Case summary, Live conversation summary, you want to enable for that profile. are enabled Create a capacity profile and assign to users On the Customer Service admin center, select User management under Customer support. Select the Manage option for Capacity profile. On the Capacity profiles page, select Create new. On the Details tab of the Create capacity profile dialog box, enter the following details: Profile name: Name for the capacity profile as  Demo Work item limit: Number of units of the work type that you can assign to the agent. – Enter - 5 Reset frequency: Period after which capacity consumption is reset for agents. Select Immediate Note - Once configured, you must recreate the capacity profile if you want to change the reset frequency. Assignment blocking: Set the toggle to Yes. When the work item limit is met, the agent isn't assigned a new work item automatically. Select Save and Close Select the capacity profile created. Select Users Tab and Select Add user Select the admin user and Add user Select Save and Close. The capacity profile is assigned to the admin user. Summary - You successfully have created Capacity profile and assigned administrator to the capacity Manage Personas and custom security roles in Customer Service On the left navigation pane, select User management in Customer support again. Select Manage for Role persona mapping. Select the persona – Admin to add or remove security roles. The Edit roles pane displays the list of roles. Select or clear the selection from the checkboxes for the required security roles. Select Save and Close after you have made any changes. Create and manage Workstreams and Queues Exercise 1 - Create and Manage Workstream Task 1 - Create a workstream You can create workstreams for unified routing in the Customer Service admin center app. Open a new tab in the browser. Sign in to the Power Platform admin center - https://admin.powerplatform.microsoft.com/ with the credentials provided to execute the lab in the home tab. Select > Environments> CustomerService Trial environment> Environment URL. You will be navigated to Customer Service workspace. Click on App selector to display the list of apps. Select Customer Service Admin center from the list of Apps. In the site map of admin center, select Workstreams under Customer support. Select New workstream. In the Create a workstream dialog, enter the following details: The workstream that you created is displayed with the option to configure the selected channel instance. Name: Enter an intuitive name -  Contoso chat workstream . Type: Select Messaging Channel: This box appears if you select the type as Messaging. Select Chat Select Persistent Chat checkbox. Work distribution mode: Select Push In Fallback queue – Select Choose existing: Select Default messaging queue ( All users) Select Create. Task 2 - Manage workstreams Select Workstreams on the left navigation pane under Customer Support. Select Contoso chat workstream on the All workstreams page and select Edit on the command menu to edit the workstream. To copy the Contoso chat workstream, select the workstream and click Copy on the command menu. Select Copy in the Do you want to copy this workstream? dialog. The workstream is copied and inherits the settings of the workstream you copied from, including its name, prefixed with Copy of Contoso chat workstream. To delete the workstream, select the workstream and click Delete. Exercise 2 - Create and Manage Queues Task 1 - Create a queue for unified routing In the site map of Customer Service admin center, select Queues in Customer support. On the Queues page, select Manage for Advanced queues. On the Queues page, Select New Queue In the Create a queue dialog, enter the following details: Name: Contoso queue for supervisors Type: Select Messaging Queue Priority: 1 Select Create The queue that you created is displayed. Select Add users, and in the flyout menu, select the users who should be part of the queue, and then select Add. The users are added to the queue. In Assignment method, You can see Highest capacity with Read-only To set the operating hours, in Operation hours, select Set operation hours. On the Set operation hours dialog that appears, click the dropdown next to Select operation hours and then click + Create new. On the New Operating Hour page, enter Contoso operation hours in the Name field and Description field. Click Save & Close to navigate back to the Contoso queue for supervisors page. On the Contoso queue for supervisors page, click + Set operation hours again. On the Set operation hours pane, search for and select Contoso operation hours and click Save and close. The operation hours record that you selected is configured for the queue. Task 2 - Manage queues for unified routing On the Queues page, select the Contoso queue for supervisors to edit the users, assignment methods, or operating hour record. Select Contoso queue for supervisors on the Queues page, select Copy on the command menu. Select Copy in the Copy Queue dialog. The queue is copied and inherits the settings of the queue you copied from, including its name, prefixed with Copy of Contoso queue for supervisors. Configure work classification rulesets for unified routing Task 1 - Create work classification rulesets Logical classification rules are run to update work item attributes. They're written in the format of "if defined condition satisfies, then set the output attributes to certain values." You can create conditions to define rules based on multiple entity attributes. Routing rules are written as rulesets that consist of rule items. In Customer Service admin center, navigate to Workstreams under Customer support group and select Contoso chat workstream. On the Contoso chat workstream page, in the Routing rules area, select + Create ruleset next to Work classification (optional) option. On the Work classification page, select Create new. In the Create work classification ruleset dialog, select Logical rules under Rule type and then enter the following details. Name – Contoso ruleset Description – Contoso ruleset Click Create In the Decision list area, select + Create Rule. On the Create work classification rule dialog, enter the following details in the Conditions area. Rule Name - Set service level Select + Add and then select Add related entity. Add Issue (Case) entity in the first block. Create the following condition: Customer Equals Trey Research In the Output area, enter the following: Issue (Case) Service Level set to Gold Click Create. The Set service level rule is listed under Decision list. Task 2: Configure route-to-queues rulesets and rules In Dynamics 365 Customer Service admin center, select Contoso chat workstream, and in the Routing rules area, select + Create ruleset next to Route to queues. On the Create route-to-queues ruleset pane, in the Name field enter Based on Gold Level. In the Description field enter Rule based on Gold level. Select Create. In the Decision list area, select + Create Rule. On the Create route to queue rule dialog, enter the following details. Name – Based on Gold level Select + Add and then select Add related entity. Add Issue (Case) entity in the first block. Create the following condition: Service level Equals Gold. In the Route to queues area, select Contoso queue for supervisors. Click Create. The Based on Gold level rule is listed under Decision list. Configure assignment methods and rules for queues In the Customer Service admin center, navigate to the site map and select Queues under Customer support group. On the Queues page, select Manage next to Advanced queues. Select Contoso queue for supervisors. On the Contoso queue for supervisors, click See more next to Assignment method. On the Assignment method page, select Create New. In the Create work assignment dialog, enter Contoso work assignment in the Name field and Description field and then select Create. On the Prioritization Ruleset area, click + Create ruleset. On the Create Prioritization Ruleset dialog, enter Contoso prioritization ruleset in the Name field and Description field. Select Create. On the Contoso prioritization ruleset page, in the Decision list area, select + Create rule. On the Create prioritization rule dialog, enter Contoso prioritization rule in the Name field. Select + Add and then select Add related entity. Add Issue (Case) entity in the first block. Create the following condition: Priority Equals High. In the Order by area, select First in first out. Click Create. The Contoso prioritization rule is listed under Decision list. Click on the Contoso work assignments at the top to navigate back. To create an assignment ruleset, click + Create ruleset on the Assignment rulesets area. On the Create Assignment Ruleset dialog, enter Contoso assignment ruleset in the Name field and Description field. Click Create. On the Contoso assignment ruleset page, in the Decision list area, select + Create rule. On the Create Assignment rule page, enter a Contoso assignment rule in the Name field. Select + Add and then select Add row. Create the following condition in the first row: User skills Exact match Skill. Delete the other rules if you see them. Select + Add and then select Add group. Create the following condition in the group: Present status Equals Available, Busy. Select + Add in the group and then select Add row. Create the following condition in the new row: Calendar schedule Is working In the Order by area, select Unit-based available capacity. Click Create. The Contoso assignment rule is listed under Decision list. Summary - You have created an assignment method and assignment rulesets comprising rules in admin center Set up skill-based routing in unified routing Task 1: Create skills In the Customer Service admin center navigate to the site map and select User management under Customer support group. On the User management page, select Manage next to Skills. Select + New. Specify the following in the New Characteristic page. Name -  Spanish Type - Skill Description -  This record is used to define the skill level of the Spanish language Select Save & Close. Task 2: Create a rating model and rating value In the Customer Service admin center navigate to the site map and select Routing under Customer support group. Select Manage next to the Skill-based routing. On the Omnichannel Configuration page, set the toggle for Enable update skill control to Yes. In the Rating Model section, select + New Rating Model. Specify the following in the New Rating Model page. Name -  Language rating model Min Rating Value -  1 Max Rating Value -  10 Select Save. The Rating Values section appears. Select + New Rating Value. The New Rating Value page appears. Specify the following. Name -  Language rating value Value -  10 Select Save & Close to save and add the rating value to the grid. Select Save & Close on the top of Language rating model page to navigate back to the Omnichannel Configuration page. On the Omnichannel Configuration page, click Save & Close Task 3: Add agent as bookable resource In Dynamics 365 Customer Service admin center, in the site map, select User management under Customer support group. On the User management page, select Manage next to Users. Click the dropdown next to Enabled Users and select Omnichannel Users. On the Omnichannel Users page, select your admin from the list. Select the Omnichannel tab. Select + New Bookable Resource under the Skills Configuration section. Enter the following details on the New Bookable Resource page. Name –  Mark Brown Time Zone - Central Time (US & Canada) Select Save. Click the Work Hours tab to see the details of the agent Mark Brown. Select the General tab and then select Save & Close to navigate back to your admin User page. On the MOD Administrator page, select Save & Close. Task 4: Assign agents to skill In the Customer Service admin center navigate to the site map and select User management under Customer support group. On the User management page, select Manage next to Skills. Select a skill Spanish from the list for which you want to assign the agents. Select + New Bookable Resource Characteristic in the Users (Agents) section. On the New Bookable Resource Characteristic page, select Language rating value for the Rating Value field and select Mark Brown for the Resource field. Select Save and Close. On the Spanish Characteristic page, select Save. Create and use agent experience profiles Task 1 - Create agent experience profiles in Customer Service admin center By using agent profiles, you can create targeted app experiences for agents and supervisors. Profiles help access the features that your agents and supervisors can use in their daily tasks to resolve customer issues. Open a new tab in the browser. Sign in to the Power Platform admin center - https://admin.powerplatform.microsoft.com/ with the credentials provided to execute the lab in the home tab. Select > Environments> CustomerService Trial environment> Environment URL. You will be navigated to Customer Service workspace. Click on App selector to display the list of apps. Select Customer Service Admin center from the list of Apps. Go to Agent experience profiles in Agent experience > Workspaces. Select New Enter the following details on the Create a new agent experience profile dialog. Name:  Contoso Agent Unique name: msdyn_custom_chatagent Description: Contoso Agent Select Create. An agent experience profile is created. Task 2 - Assign users, templates, configure productivity pane, channels For the profile that you created, you can add users and configure option such as specific session templates, conversation channels, and productivity tools. Open a new tab in the browser. Sign in to the Power Platform admin center - https://admin.powerplatform.microsoft.com/ with the credentials provided to execute the lab in the home tab. In the left side panel, select Environments. Select your Customer Service Trial environment. Select Settings from the upper menu. Select Users + permissions > Users. From the upper menu, select Add user. In the Add user pane, search for and select Megan Bowen. Select Add. In the Manage security roles page, select the System administrator role. Select Save. Switch back to Customer Service admin center tab. Go to Agent experience profiles in Agent experience > Workspaces. Select Contoso Agent profile. In the Users section, specify the agents this profile must be associated with. Select Add Users. Select the user Megan Bowen. Select Add. Select Add entity session template to link a session template to the profile. On the Entity session templates pane, Select Add. Select Case under Entity. Select Case Entity Session – Default Template as Session Template. Select Add. Select Save and Close. In the Productivity pane, select Turn on To enable the productivity tools that the agents can access when they work on their assigned tasks. The following productivity tool options are available: Default mode Smart assist Agent scripts Microsoft Teams Knowledge search Copilot help pane Turn on the toggle against the option in the Productivity Pane as per the screnshot to enable it for the agent. Select Save and Close Summary - You created an agent experience profile and configure parameters to the profile in the Customer Admin service center. Work with Session Templates and associate templates with workstreams Task 1 - Create a session template In the site map of Customer Service admin center, select Workspaces in Agent experience group. On the Workspaces page, select Manage for Session templates. Select New on the Active Session Templates page. Specify the following on the New Session Templates page on the General Tab Name – Contoso Session Unique Name - msdyn_chat_custom Type - Entity Entity – Case Title – {CustomerName} Communication panel mode – Hidden Apply session title to anchor tab – Yes Select Save Task 2 - Associate application tabs, agents scripts with session templates We will associate application tabs that need to open when a session is started. Agents can't close these application tabs. On the session template page. In the Additional Tab section, Select Add Existing Application Tab Template. The Lookup Records pane appears. Search for and select Customer Summary. 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 set an agent script as default for a particular session template. Select Save and close. Task 3 - Associate or modify templates with workstreams In the Customer Service Admin Center site map, select Workstreams. Select the Contoso Chat workstream Scroll down and expand the Show advanced settings section. Select Edit beside Sessions On the Sessions panel that appears, select Chat session - default in the Default template field. Select Save and close. Select Edit beside Agent notifications On the Agent notifications panel that appears, select a template for each of the following types of notifications: Incoming unauthenticated Incoming authenticated Consult Transfer Supervisor assign Select Save and close. Enable smart assist for the bot framework and guide agents with scripts Exercise 1 - Enable smart assist for the bot framework in Omnichannel for Customer Service Task 1 – Register an app in Microsoft Entra Open a new tab and open Microsoft Entra Admin center - https://entra.microsoft.com/. Navigate to Identity > Applications > App registration. Select New Registration. Enter the name of the app as  Contoso App and click on Register. You will be navigated to the Contoso App page. Task 2 - Configure the bot user as an omnichannel agent The bot user is first created as an application user and then the Omnichannel agent role is assigned to it. Open a new tab in the browser and launch the PowerPlatform admin center - https://admin.powerplatform.com/. Select Environments on the left navigation pane. Select the Customer Service Trial environment and then select Settings. On the Settings page, select Users + permissions, and then select Application users. On the Application users page, select New app user. In the Create a new app user dialog that opens. Select Add an app. Select the Contoso App and then select Add. Select your trial environment Business unit. Select Edit on the Security roles field. On the Add security roles page, select Omnichannel agent from the dropdown list and select Save to go back to Create a new app user dialog. Select Save. Select Create. The App is successfully added. Switch back to Customer Service Admin center. Select Settings\ > Advanced Settings Select System\ > Security from the left navigation pane. Select Manage users in Dynamics 365 from the ribbon. Select the dropdown for Enabled Users and select Application Users. Select Contoso App. Select the dropdown for Users below the app name and then select Application Users. Select Bot Application user for User Type. Switch back to the Entra admin center, copy the App ID of the app that is created in the previous task. For Bot application ID enter the application ID of the app that is created in Entra Admin center. Select Save & Close. Task 3 - Add a smart assist bot to a workstream After you create a bot user, you need to add the bot to the workstream so that agents who use the channel of this workstream can see the suggestions. Switch back to Customer Service admin center, go to Workstreams in Customer support. Select the workstream – Contoso Chat Workstream in which you want to add the smart assist bot. Scroll down and expand Show Advanced settings and select Add bot in the Smart Assist bots area. In the Add from existing panel, select a Contoso App bot user from the list, and then select Add. You can add multiple bots to a workstream based on your requirements. Exercise 2 - Guide agents with scripts Task 1 - Create agent scripts On the Customer Service admin center, select Productivity in Agent experience. On the Productivity page, select Manage for Agent scripts. On the Agent scripts page, select New. On the New Agent script page, specify the following: Name – Chat session script Unique Name – Contoso_script Description - This agent script is used for chat sessions. Select Save. The Agent script steps appear. In the Agent script steps section, select New Agent script step. Specify the following fields in the New Agent script step form. Name - Greet the customer Unique Name - Greet_script Order – 1 Action type – Text Text instructions -  Greet the customer with the welcome message Select Save and Close to add, save, and close the quick-create form. Select Save & Close to save the changes. Task 2 - Associate an agent script with a session template After you configure the agent script and add the field to a form, you need to associate the agent script with a session template so that the agent script will load for agents based on the type of session they've opened. Select Manage for Session templates in Workspaces. Select the Chat session – default template. Select the Agent scripts tab. In the Agent scripts section, select Add Existing Agent script. The Lookup Records pane appears. In the Look for Records box, select the search icon. Select the Chat session script from the list, and then select Add. Select Save & Close. The agent script is associated with the session template. Configure routing based on external schedules Task 1 - Enable workforce management To enable Workforce Management, complete the following steps: Navigate to your environment in Power Platform admin center - https://admin.powerplatform.microsoft.com/ with the credentials provided to execute the labs. On the command bar, select Resources > Dynamics 365 apps. The Dynamics 365 apps page is displayed. Search for Workforce Management for Customer Service, and then select Install from the list of apps. Select your Customer Service Trial environment. Agree to the terms of service, and then select Install. Wait until the Workforce Management for Customer Service is installed on the Dynamics 365 apps page. Note – The installation approximately takes 10 minutes to complete. Task 2 - Enable shift-based routing Switch back to the Customer Service admin center site map, refresh the portal and then select Workforce management under Operations. In the Shift based routing (preview) section, select Manage. On the Shift based routing (preview) page, turn on the Enable routing based on shift bookings toggle, and then select Save. Summary - You enabled workforce management and shift based routing in Customer Service Admin center. Configure email and enable enhanced experience for email attachments Task 1 - Enable Power Apps free trial Open a tab and paste the link of the Power Apps - https://powerapps.microsoft.com/ Login with the credentials provided to execute the lab. Click on Try for free Enter the admin email ID and click on Start free. Select the Customer Service Trial environment on top right corner of the home page. Task 2 - Configure the email form order Email must be enabled for users so they can view and access it. When email is enabled, it shows as an option on the command bar. To enable email: In Power Apps, go to Settings > Advanced Settings. From the top menu, select Settings > Customizations> Customizations. Select Customize the System. Expand Entities. Select and expand Email and then select Forms. On the command bar, select Form Order, and then select Main Form Set from the drop-down list. The Form Order window appears, which displays the enabled email forms that are available. If Enhanced email doesn't display at the top of the list, use the arrows to move it up so it displays first on the list, and then select OK. When you complete your updates, select Publish All Customizations in the top-left corner to display the changes. Task 3 - Enable the enhanced email experience Enhanced email is the default setting, but you must enable email for users to access and use the features. Open your Customer Service Admin Center App. In the app, go to Settings > Advanced Settings. Select System > Administration. On the System Settings page select Email tab. Scroll down to the Enhanced email for Timeline section, and then select the check box. Select OK to save your global organizational setting and close the window. Task 4 - Configure email attachment size limitations You can manage file size limits for email file attachments by completing the following steps: In Power Apps portal, select Settings > Advanced Settings. In the Settings window, select System > Email Configuration Select Email Configuration Settings. Scroll down to the Set file size limit for attachments section, set the file size you want to use for attachment, and then select OK. Task 5 - Change the number of attachments to show per page You can configure the maximum number of attachments to show per page. Adjust the settings on the Formatting tab of the List or Chart properties dialog. For example, if you set the Number of Rows property to 4, and then have more than four attachments per email, the rest of the attachments paginate and you can then use the arrow buttons to view them. Task 6 - Manage blocked attachment file types You can configure the attachment file types you want to block to prevent users from uploading certain files. In Power Apps, go to Advanced settings. Select System > Administration > System Settings. On the General tab, scroll down to Set blocked file extensions for attachments. Type one or more file extensions you want to block. Users who try to upload a blocked file type see an error message that tells them the attachment is blocked. For Now, Select OK Task 7 - Enable enhanced experience for email attachments You can enable the enhanced email attachment control for forms to provide a consistent email attachment experience to agents. Do the following steps: In Power Apps - https://make.powerapps.com/, select the Customer Service Trial environment that contains your solution. Select Tables. Select Email. Select Forms under Data experiences. Select the Email form. Select Attachment and the subgrid displays on the right hand side of the page Scroll down and expand Components select + Component. Select Get More Components. Add Attachments control to Components in the Attachment subgrid properties. Enter Attachments control and select the option from the list and Select Add. Save and publish the form. Summary - You enabled Power Apps trial to enhance email experience. You also configured email attachment size limitations and enable enhanced experience for email attachments. Configure the inbox setting for agents Task 1 - Exploring the inbox setting for agents You can configure the inbox in Contact Center admin center or Customer Service admin center by editing the agent experience profile to meet your preferred inbox settings. On the Customer Service admin center app, under Agent experience, select Workspaces. In Agent experience profiles section, select Manage. Select the Contoso Agent profile. Scroll down and select Edit under Inbox. On the Inbox Settings page, turn on the Enable Inbox toggle. Select a view and Edit to modify an existing view or create a view, and configure the following fields: Name: Specify a name that shows in the inbox. Alphanumeric values are valid names. Record Type: Select the record types for which the settings need to be applied. You can select more than one record type. Agent Visibility: Select one of the following options to show or hide the view to agents: Show Hide Task 2 - Configure custom views for the inbox You can configure a customized view for the inbox so that agents can see their cases, conversations, emails, and voicemails all in a single view. To configure multiple views for the inbox, complete the following steps. Go to the Contoso Agent Agent experience profile. On the Inbox card, select Edit. The Inbox page is displayed. Toggle Enable Inbox to On if it isn't already on, and then select + Add. The Add a new view page is displayed. On the Add a new view page, enter the following details: Name: Multiple View Agent visibility: Select Show Record type: Select Email For each record type, choose one of the following settings. The settings are different for each record type. Select Simple and select Emails sent to me Emails Assigned to me Select Save and close. Select Save and close again. Configure a chat widget in Dynamics 365 Customer Service Switch back to Customer Service admin center, select Channels in Customer support. The Channels page appears. Select Manage for Chat. The Chat channels page appears. Select Add chat channel. On the Channel details page, Name – Contoso Chat Widget Language – English – United States Select Next. On the workstream details page. Select Add to Existing Workstream Select Contoso Chat Workstream Select Next On the Chat Widget page, leave the details as it is. Enable the Proactive chat toggle to Yes. Select Next. On the Behaviors page, under Custom automated messages – Select Add a message On Add automated message pane, select a trigger – Agent assigned to conversation from the Message trigger dropdown list. In the Automated message box, type the message – Hi, how can I help you? to be displayed. Select Confirm. Enable the Pre-conversation survey. Select Add Enter the details - Survey question name: ContosoConsent - Question text: We collect demographic data. Please confirm whether you agree to provide the basic information. - Answer type – User consent - Required - Yes - Select Confirm. Select Add again - Survey question name: FirstName - Question text: FirstName - Answer type – Single line - Required - Yes - Select Confirm. Select Add again - Survey question name: LastName - Question text: LastName - Answer type – Single line - Required - Yes - Select Confirm. Select Add again - Survey question name: Age - Question text: Enter your Age - Answer type – Single line - Required - Yes - Select Confirm. Set the toggle for Post-conversation survey to Off. Note - Authentication settings option is enabled by default. Select drop-down under Authentication name and select Create authentication setting. The steps outlined below can be performed only upon acquiring a paid license for Power Pages so that the custom certificates can be uploaded to acquire a public Key URL. A Chat widget is then created. You can click on Cancel for this lab as we have explored how to create a chat widget in Customer Service Trial. Summary - You have configured a Contoso Chat Widget in Dynamics 365 Customer Service. Set up Knowledge Management Task 1 - Record Types section Open a new tab in the browser. Sign in to the Power Platform admin center - https://admin.powerplatform.microsoft.com/ with the credentials provided to execute the lab in the home tab. Select > Environments> CustomerService Trial environment> Environment URL. You will be navigated to Customer Service workspace. Click on App selector to display the list of apps. Select Customer Service Admin center from the list of Apps. In the site map of Customer Service admin center, select Knowledge in Agent experience. The Knowledge page appears. In the Record types section, select Manage. On the Record Types page, we can add and configure the record types for which you want to turn on knowledge management. By default, knowledge management is enabled for Case and Conversation record types. On the Record Types page, select Add. The Add record type dialog appears. On the Add record type dialog, from the Select record type dropdown list, select the record type – Account. Set the toggle for Turn on autometic search. Select Account Name for Provide search results using field. Select Save and Close. Task 2 - General Settings Select Knowledge again on the left navigation pane. In the General Settings section, select Manage. The General Settings page appears. In the Search results display count section, Select the display count from the dropdown. – 10 In the Feedback section, set the Enable feedback toggle to Yes. In the Authoring language section Set the Enable default authoring language for your users to Yes. Select the Organization's UI language option. Set the Allow users to set default knowledge authoring language toggle to Yes. In the Knowledge search experience section, enable the following as required Enable suggest-as-you-type Set search mode as all Show recently accessed knowledge articles for cases In the Global search knowledge configuration section, switch the Enable Kb preview mode from global search option toggle to Yes. Scroll up towards the top of the page and select Save. Task 3 - Creating Categories Go back and select Knowledge. In the Categories section, select Manage. The Categories System Views page appears. You can create and manage a logical structure of categories for your records. On the command bar, select New to create a new category record. Enter the required information in the General section: Title: Contoso Demo Category Description: Contoso Demo Category Display Order: 1 Select Save & Close Task 4 - Filters Section Go back and select Knowledge. In the Filters section, select Manage. Set the Enable search filters toggle to Yes. Set the Allow agent to personalize toggle to Yes. This allows the service representatives to save the search filters relevant to their areas. Select Save. Task 5 - Portal Section Go back and select Knowledge. In the Portal section, select Manage. The Portals page appears. In the Support portal connection section, Let us understand the options available. Set the Use an external portal toggle to Yes to integrate an external portal to publish knowledge articles. For this lab, toggle to No. URL Format: Type the portal URL to use to create external (public-facing) portal links for knowledge articles, which the service representatives can share with the customers. The external URL is created in the following format: https://support portal URL/kb/{kbnum}. The placeholder, "{kbnum}", is replaced by an actual knowledge article number. In the Sync knowledge article attachments to portal section, set the Sync attachments to the portal toggle to Yes. Select Save. Summary - You have successfully set up knowledge management. You also created and manage knowledge management. Integrate Knowledge management in Dynamics 365 with Copilot Studio Agents Task 1 - Set connection references To set connection references: Open a new tab and navigate to Power Apps portal https://make.powerapps.com/. Select Customer Service Trial environment on the top right corner of the home page. Select More from the left navigation and then select Connections. Select New connection. Search for Dataverse and then select Microsoft Dataverse. Sign in and then select Create. Sign in with your credentials if prompted. Select New connection. Search for and select Content Conversion. Sign in and then select Create. Sign in with your credentials if prompted. From the left navigation of the Power Apps portal, select Solutions and then select Default Solution. From the left navigation, select Connection references and then select Microsoft Dataverse CDS Connection. In the edit box that opens, select the connection that you created from the Connection dropdown menu. Select Save changes. Similarly select Content Conversion. In the edit box that opens, select the connection that you created from the Connection dropdown menu. Select Save changes. Go back to Default Solution > Cloud flows and turn on Search Dynamics 365 knowledge article flow flow. Task 2 – Create a Copilot Bot Open a tab in the browser and go to the Copilot Studio home page - https://copilotstudio.microsoft.com/ . Login with the credentials provided to execute the lab. Select the Environment as Customer Service Trial on top right corner of the homepage Select Agents in the left navigation. Select + New agent. Select Skip to configure Select Create. Your Agent is created. Task 3 - Create a Topic in Copilot Studio Bot For better visibility, close the Test your agent panel for now. On the top menu bar, select Topics. Select Add a topic and select From blank. Click on Allow if you are asked that copilot wants to access images and text. A Trigger node appears on an otherwise blank topic authoring canvas. Select the More icon (…) of the Trigger node, and then select Properties. The On Recognized Intent properties panel appears. In this panel, select the Phrases box. The Phrases secondary panel appears. Under Add phrases, Add the trigger phrase and click on plus icon. Enter the below phrases. Store hours What time do you open Is the store open today Are you open on Sunday Hours of operation Your agent needs 5 to 10 trigger phrases to train the AI model to understand your customers' responses. To add more trigger phrases, you can either: Note - You can include punctuation in a trigger phrase, but it's best to use short phrases rather than long sentences. Select the Add icon next to the text field and enter the desired phrase. Enter a phrase and select Enter. Select Details on the toolbar to open the Topic details panel. Enter the name of the Topic as Store hours. Select Save. Task 4 - Add the action to the Copilot Studio topic Perform the following steps to ensure that flow is properly configured and can now be replaced with Search Dynamics 365 knowledge articles action. In the Store hours topic, create a question node to ask the user to search for the input text. Provide the sample filter value after you trigger the topic. Select Add node (+) and select Add an action. Select Search Dynamics 365 knowledge article flow action. Provide the input to the flow. An error might appear if the filter isn't provided to the flow. Add a message node to show the results returned by the flow. Select Save. Use the trigger phase and run the topic to verify the flow. Tip If your search doesn’t return any results, modify the search terms or filter conditions. You can also add a filter condition if required. Summary - You have created a Copilot bot, added Topics to it and then added the action to the Copilot Studio topic. Add a knowledge article rich text editor control to a form Open a tab in the browser, paste the Power Apps URL – https://make.powerapps.com Login with the credentials provided to execute the lab. Change the environment to Customer Service Trial on the top right corner of the power platform home page. Select Tables on the left navigation pane. Select Email table. Select Forms under Data experiences. Select Email. Double click on the Email body to open the properties on the right hand side. Expand components by scrolling down. For Rich Text Editor Control component, select the three vertical dots and then select Edit. Paste the below text under static value - webResources/msdyncrm_/RichTextEditorControl/KnowledgeArticleRTEconfig.js Select Done, and then select Save and Publish. Configure Microsoft Teams chat in Customer Service Task 1: Access the Teams settings In the Customer Service admin center, go to Agent experience and select Collaboration. In Embedded chat using Teams, select Manage. On the Microsoft Teams collaboration and chat page, turn on the toggle for Turn on Microsoft Teams chats inside Dynamics 365. Save the changes Next, set the toggle for Turn on the linking of Dynamics 365 records to Microsoft Teams channels to Yes. This setting requires tenant admin permission. Select Save. Next, set the toggle for Turn on Enhanced Microsoft Teams Integration to Yes. This setting requires the tenant admin permission. Accept the Consent. Select Save. Next, set the toggle for Turn on Confidential Labels to Yes. This setting requires the tenant admin permission. Accept the Consent. Select Save. Task 2: Configure the ability to connect chats to Dynamics 365 records In the Customer Service admin center or Contact Center admin center, go to Agent experience, select Collaboration. In Embedded chat using Teams, select Manage. Under Connect chats to Dynamics 365 records, select the record type you want to configure. Select Save. Task 3: To add a record type to link chats to Dynamics 365 records Under Connect chats to Dynamics 365 records, select Add record types. On the Allow chats to be connected to this record type page, in Choose record type, select the name of the record type you want to use. Select Save. Task 4: Assign permissions to disconnect chats for specific user In the Customer Service admin center or Contact Center admin center, go to Agent experience, select Collaboration. In Embedded chat using Teams, select Manage. Under Connect chats with Dynamics 365 records, select the record type you want to configure, for example, Case. On the Case settings pane, in the Disconnecting chats, toggle on or off Record owner can disconnect chats and/or Chat connector can disconnect chat, depending on your preferences. Select Save. Task 5: Configure the ability for users to join chats In the Customer Service admin center or Contact Center admin center, go to Agent experience, select Collaboration. In Embedded chat using Teams, select Manage. On the Microsoft Teams collaboration and chat page, in Connect chats to Dynamics 365 records, select the specific record type (for example, Case), and then in the settings pane, toggle Join chat on or off. Select Save. Summary - You have enabled Microsoft Teams chats inside Dynamics 365 and Enhanced Microsoft Teams Integration. You have added a record type to link chats to Dynamics 365 records. Configure AI suggestions for contacts in Microsoft Teams In the site map of Customer Service admin center, go to Agent experience > Collaboration. In Embedded chat using Teams, select Manage. On the Microsoft Teams collaboration and chat, set the toggle for Turn on the linking of Dynamics 365 records to Microsoft Teams channels to Yes. To get suggested contacts for active cases or supported conversations, perform the following steps: It takes 24 hours for the data to be preprocessed for the first time use. In Connect chat to Dynamics 365 records, select Case. The Conversation settings pane appears on the right. In Suggest contacts, turn on the toggle for AI-based suggested contacts. Select Save Select Save on the Microsoft Teams collaboration and chat to reflect the changes Configure rules-based suggestions for contacts in Microsoft Teams Exercise 1 - Turn on the suggested contacts for a record type Task 1 - To enable collaboration with Microsoft Teams and chat In the site map of Customer Service admin center, in Agent experience, select Collaboration. In Embedded chat using Teams, select Manage. On the Microsoft Teams collaboration and chat page, set the toggle for Turn on the linking of Dynamics 365 records to Microsoft Teams channels to Yes. To get suggested contacts for any record type, perform the following steps: In Connect chat to Dynamics 365 records, select record type- Case which we want to enable rules-based suggested contacts. The relative settings pane appears on the right. In Suggest contacts, turn on the toggle for Rules-based suggested contacts. Select Save In the Update rules for suggesting contacts section, reorder or disable the rules for suggesting contacts. Users see the suggestions in the order we choose. To reorder the rules, hover over a rule, and then select the up or down arrow to move the rules up or down, respectively. To disable a rule, hover over a rule, and then select . When the rule is disabled, a check mark is displayed when you hover over the disabled rule. To delete a rule, hover over the rule, and then select . Deleting a rule removes it entirely so it won't influence suggested contacts in the future. Select Save. Exercise 2 - Adding a new rule On the settings pane, in the Update rules for suggesting contacts section, Select the 4^(th) rule that says – Updates a timeline activity. Delete the rule. select + Add rule. The Add rule pane is displayed for the record type you selected. Enter the information as mentioned below. Rule name -  Created By Rule Type - Relational Select a user or related record – Created By Select Save A new rule is created. Select Save again. Select Save on Microsoft Teams collaboration and chat Use Dynamics 365 Customer Service workspace Exercise 1 - Use the inbox Task 1 - View and filter your inbox To navigate to your Customer Service workspace, go to the Power Platform admin center using the given link https://admin.powerplatform.microsoft.com/. Select the Environments tab and then select Customer Service Trial environment. On the Customer Service Trial environment page, click on the Environment URL. You will be navigated to your Customer Service workspace. If you are navigated to Published app page, select Customer Service workspace. Select Inbox from the upper ribbon. In the inbox, select the Filter icon. Select the required filter views. The following options are available: Filter All - Displays both read and unread items. Unread - Displays only unopened items. Read - Displays only opened items. Sort by Customer - Displays items based on the customer record. Date - Displays items based on the date they were created. Sort order Oldest on top - Displays oldest items first in the inbox. Latest on top - Displays most recent items first in the inbox. Task 2 – View Cases In the Customer Service workspace or Contact Center workspace, select the site map. Select Cases. Select any of the cases to work on. It opens in a new tab. Alternatively, you can open an item in a new tab by selecting the new session icon. Exercise 2 - Use Timeline Access the command bar to perform common actions quickly. Filter and view important notes, posts, and activities using multiple filter options, and keep the filtered settings across activities. Work with filters. Exercise 3 - Manage presence in Customer Service Presence is an indication of your agent’s availability or status to take up work in Dynamics 365 Customer Service. In Customer Service workspace you can view your presence status on the navigation bar. Select the presence icon to launch the presence dialog and update your presence. You can select any of the following statuses. Available Appear away Busy Don't disturb Offline Select OK. Unified routing and assignment with Dynamics 365 Customer Service Task 1 - Pick queue items In the Customer Service workspace, select the Site Map and then select Queues. From the dropdown for Items, I am working on, select All items. Next, from the dropdown for Queues I’m member of, select All Queues. Select the checkbox next to the required item, and then select Pick from the command menu. The Pick dialog appears. For the Also remove the item(s) from the Queue dropdown, if you select Yes, the item is removed from the queue. For this scenario, select No. Select Pick. The item is assigned to you. If the item is in an advanced queue and is tracked through unified routing, the following actions occur: The Worked By attribute of the queue item will be updated with your user ID. The unified routing system takes this as an indicator of work assignment. To manually add another user or team, select the item. Select Queue Item details from the command menu. Select the lookup for the Worked By field and then select the user. If the queue item is assigned to a private queue, the lookup displays only the members of that queue. Note Remove the items from the queue can't be set for work items in an advanced queue. Advanced queues are used in unified routing to which work items are routed through workstreams. Task 2 - Release an item or case that you’re working on In the Customer Service workspace, select the Site Map and then select Queues. From the dropdown for Items, I am working on, select All items. Next, from the dropdown for Queues I’m member of, select All Queues. Select the item that you want to release, and on the command bar select Release. On the Release Queue Item dialog box, select Release. When you release an item, your name is removed from the Worked By field, and the item is no longer assigned to you; it’s assigned to the queue owner. Task 3 - Route an activity or case to another queue or assign to a different user or team Select the case that you want to move to another queue, and then, select Route. On the Route Queued Item dialog box, select Queue for the Route to field. Select Contoso queue for supervisors for Add to the following Queue: field. Select Route. The queue is routed to Contoso queue for supervisors. Task 4 - Assign to another user or team In the Customer Service workspace, select the Site Map and then select Activities. Select the activity you want, and on the command bar and then select Assign. In the Assign To field select User or team, and then select the user or team you want to assign the activity to. For this scenario, select your organization for the User or team field. Select Assign. Task 5 - Add to queue In the Customer Service workspace, select the Site Map and then select Activities. Select the activity you want, and then select Add to Queue. The Queue field displays the queue the activity belongs to. The queue lookup displays only the queues that the activity can be added to. Select the queue you want to route the activity to, and then select Add. Task 6 - Add a case to a queue If you think another group in your team has expertise on the subject, you can move the case to a queue so that someone else can pick it up. In the Customer Service workspace, select the Site Map and then select Cases. In the list of cases, select the case that you want to add to a queue. On the command bar, select Add to Queue. In the Queue field, select the queue that you want to add the case to, and then select Add. If a case is already added to a queue, the Queue field displays the current queue by default. The lookup for the Queue field displays only the queues that are configured for a specific entity. Voice and messaging queues aren't displayed in the lookup results since cases can't be added to those queues. Task 7 - Save and route a case Save a case record and route it to a queue in a single action. From the list of cases, open a case record. Make any changes, and on the command bar, select Save & Route. In the Route Case dialog, select Route. The case will be routed based on the active routing rule set. Summary - You have used queues to organize, prioritize, and monitor the progress of your work. Create a Case and view AI-suggested similar cases and knowledge articles Task 1: Enable enhanced case forms for multisession apps Select the App selector from the top ribbon. Select Customer Service admin center from the Apps page. On the left navigation in Customer Service admin center, select Case Settings. Select Manage for Enhanced case experience. Switch the Enhanced case experience toggle to Yes. To enable the enhanced full case form: Set the Full case form toggle to Yes, for your agents to see the enhanced full case form when they create a new case. Select Configure to customize the form in Power Apps. The Power Apps form page opens on a new tab. The Enhanced full case form will be opened in the Power Apps tab. You can edit the form as per your requirements. Switch back to the Customer Service admin center tab. To enable the enhanced quick case form: Switch the Quick case form toggle to Yes. Select the option in the Choose Form dropdown. The selected main form appears as the side pane when the agent creates a new case. By default, this is set to Enhanced quick case form. Select Configure to customize the form in Power Apps. The Power Apps form page opens on a new tab. Task 2: Create a case Select the App selector from the top ribbon. Select Customer Service workspace from the Apps page. In the Customer Service workspace, select the Site Map and then select Cases. The My Active Cases view is displayed. You can switch between the different case views by selecting the current view. Select Show Chart on the command bar to see the chart view. Select the three dots on the command bar and then select Open Dashboards. To switch back to views, select Open Views. If you select a case record from the case view, you see these additional options on the command bar: Save & Route Resolve Case Cancel Case Assign Add to Queue Queue Item Details Switch back to the My Active Cases tab and select New Case. Enter the following information on the New Case page and then select Save. - Type – Problem - Customer – Trey Research - Title – Minerals level is not maintained - Product – Water Filtration System - Subject – Water supply - Origin – Email - Priority – Normal Task 3: Create a child case On the command bar, select the three dots and then select Create Child Case. On the New Case pane that appears on the right side, enter the following information and then select Save. Type – Request Customer – Trey Research Title – Share a quotation for replacement Select Save & Close. Select Details tab from the command bar and then scroll down. You will view the Child case on the Child Cases tile. Select Save & Close. Task 4: Associate cases as parent and child You can set a parent-child relationship between cases where you can set one case as parent and set other cases as its child cases. Switch back to My Active Cases tab, select two or more cases that you want to associate as parent and child cases. On the command bar, select Associate Child Cases. The Set Parent Child Relationship dialog appears. In the list, select the case that you want to set as parent, and then select Set. Select OK. Select the case that was selected as a Parent case by you. Select Details tab from the command bar and then scroll down. You will the Child case on the Child Cases tile. Task 5: Convert a case to a Knowledge article Switch back to My Active Cases tab and open a case that has the information that you want to convert to a knowledge article. On the command bar, select the ellipsis (...) and go to Convert To > To Knowledge Article. On Convert to knowledge article page, keep the default values and then select Convert. The knowledge article is created. Task 6: View AI-suggested similar cases and knowledge articles On Customer Service Workspace, select the Home tab and then select Customer Service Agent Dashboard. In the My Active Cases list, select the Fluctuations in electric supply case that you have created. The case opens in a session tab, and the Smart assist pane appears on the right. The Smart assist pane lists the knowledge articles and similar cases suggested by AI based on the case context. In the Knowledge article suggestion area, do any of the following: Select an article title to go through and get relevant information. The selected knowledge article opens in a new application tab. Select more commands to do the following: Email Content: Select to open the email compose form with the contents of the knowledge article pasted in the mail body. Select the link icon to associate the article with the case as a related article. In the Similar case suggestions area, do any of the following: Select a case title to drill through the details of the resolved case. Select more commands to do the following: Copy resolution: Select to copy the resolution notes information from the resolved case to the clipboard. Email agent: Select to open the email compose form to send your questions to the agent who handled the similar case. The mail form opens on a new tab with the pertinent information and link to the resolved case filled in. Select the link icon to link or clear the link with the similar case. Resolve, cancel, reassign and merge cases Task 1 - Resolve a case In the Customer Service workspace, select the Site Map and then select Cases. In the list My Active Cases, open the one you want to resolve. On the command bar, select Resolve case. If you have open activities linked to the case, you see a message with the following actions. A link with the number of open activities. You can select the link to view the open activities associated with the case on a tab your administrator has configured. Confirm: If you select Confirm on the warning, the system automatically cancels the open activities when the case is resolved. Select Confirm. On the Resolve Case dialog box, enter the resolution and then select Resolve. To check if the updated status of the case, select the My Active Cases dropdown and then select All Cases. You can see that the status of the case is Resolved. Task 2 - Cancel a case All case activities must be closed before you can cancel a case. In the Customer Service workspace, select the Site Map and then select Cases. In the list of My Active Cases, open the case you want to cancel, and then on the command bar, select Cancel Case. In the Confirm Cancellation dialog box, select the case status: Canceled: The case is canceled and is no longer assigned to you. Merged: The case is merged with another case. When the case is merged, the case activities are moved to the case it was merged with. Select Cancelled. Select Confirm. Task 3 - Reassign a case In the Customer Service workspace, select the Site Map and then select Cases. In the list of cases, select the case that you want to reassign, and on the command bar, select Assign. In the Assign to Team or User dialog box, in the Assign To field, select User or Team, and then in the User or team field, select who you want to assign the case to. For this scenario, select your organization. Select Assign. Task 4 - Merge cases from dashboard streams In the Customer Service workspace, select the Site Map and then select Dashboards. Select at least two active case records that you want to merge. Select Merge Cases from the command menu. In the Merge Cases dialog box, from the list of cases, select the case the other cases will be merged into, and then select Merge. Select OK. To see the merged case, open the case it was merged into. Select the Details tab, scroll down and you'll find the merged case listed in the Merged Cases section. Task 5 - Merge cases from a list of case records In Customer Service workspace, select Cases in the site map. Select the My Active Cases view on the Customer Service Agent Dashboard. Select at least two active case records that you want to merge, and then on the command bar, select Merge Cases. In the Merge Cases dialog, from the list of cases, select the case the other cases will be merged into, and then select Merge. Select OK. To see the merged case, open the case it was merged into. Select the Details tab, scroll down and you'll find the merged case listed in the Merged Cases section. Configure the enhanced insert email template selection dialog Task 1 - Enable the enhanced email selection dialog Open a new tab in the browser, navigate to the Power Apps - https://make.preview.powerapps.com/, select the Customer Service Trial environment. Select Solutions on the left navigation pane. Click on New Solution Enter the below details Display Name of the solution –  Test Publisher – Default publisher for your organization Select Create Select Add Existing > More > Setting. On the Add existing Setting Definition pane, search and select Enable the New Insert Template Dialog option and then select Next. Select Add on the Selected Setting Definition. The Enable the New Insert Template Dialog option is added to your solution. Select Edit. Set the Setting environment value option to Yes on the Edit Enable the New Insert Template Dialog pane. Select Save. Unselect and Select Publish All Customizations. Task 2 - Disable the enhanced email selection dialog for an app For an app to display the default email template selection dialog, you must disable the enhanced email template selection option. To disable the option for a specific app, you must add the app to the Solution in which you've added the email template selection option. Perform the following steps: Go to Add Existing > App > Model-driven app On the Add existing model-driven apps pane, select the app for which you want to disable the enhanced insert email template selection dialog. The app is added to the solution. For this lab, we are not selecting any app. Hence select Cancel Note - Select the Enable the New Insert Template Dialog option in the solution. On the Edit Enable the New Insert Template Dialog, in the Setting app value section, the selected app is displayed. Select New app value for the app, and select No for the specified app. Select Save and Publish All Customizations. Use Copilot to solve customer issues faster with Dynamics 365 Customer Service Task 1: Summarize cases Copilot case summaries help you to quickly understand the context of a case and resolve customer issues more efficiently. The case summary includes key information such as the case title, customer, subject, product, priority, case type, and description. In the Customer Service workspace, select the Customer Service Agent Dashboard. Select one of the cases listed on the Customer Service Agent Dashboard. The Case summary appears as a card on the case form. When you open a case, the Summary card is collapsed by default. Expand the Summary tab. You can see the generated case summary. Task 2: Draft questions You can ask free-form questions just as you'd ask your colleague or supervisor who might know the answers. In the Copilot pane, which is opened on right side of the screen, type What is Claudia Mazzanti issue and select Send icon. You can now see that Copilot has answered your question. You can ask more questions like, !!what is the summary of the above titled case?!! and click on Send icon. Copilot will give response to your question. Enter the case number and view the copilot response If you're satisfied with the response Copilot provides, you can use the whole response or a part of it to answer the customer's question: Copy part of Copilot's reply into your chat or read from it during a voice conversation. Select the Copy icon to copy the entire response to the clipboard. Note: When you're in an active digital messaging conversation, select Send to customer to open an editing window where you can revise the response and send it to the customer. You can also change customer keywords to prompt Copilot to generate a more accurate response. Task 3: Draft emails Select Write an email tab on the Copilot pane. On the case overview page, select Related tab and then select Activities. Select +New Activity > Email. When you start to draft an email, Copilot opens in the right-side panel and presents five predefined prompts and one custom prompt: Suggest a call: Drafts a reply that suggests a call with the customer today or tomorrow. Request more information: Drafts a reply that requests more details from the customer to help resolve the problem. Empathize with feedback: Drafts a reply that provides an empathetic response to a customer who expresses a complaint. Provide product/service details: Drafts a reply that offers details or answers customer questions about a particular product or service. Resolve the customer's problem: Drafts a reply that provides a resolution—and resolution steps, if applicable—to the customer's problem. Custom: Allows you to provide your own prompt for the reply. Select Empathize with feedback from the predefined prompts list. You can see, Copilot has generated suggestion. You can now review the response. Make any necessary changes, and then select Copy to email to copy the entire response to your draft. Or select part of the response and use the right-click menu to copy and paste the selection. Response is now available in body part on left side. Now you can send the email or save it. Use Omnichannel historical analytics dashboard and Customer Service historical dashboard Task 1 - Omnichannel historical analytics dashboard On the Customer Service workspace select the Site Map and then select Omnichannel historical analytic -Insights. The Dashboard is displayed accordingly. You have tabs for each category – Conversation, Queue, Agent, Bot and Topics. You can click on each tab to explore each category. Conversation - The Conversation dashboard gives you a broad overview of the customer service experience in your organization. It uses AI to surface insights into the topics that generate the highest volume and the topics that are emerging with the fastest increase in volume. Conversation dashboard in Omnichannel for Customer Service. The dashboard includes various charts with graphical views of your organization's key performance indicators (KPIs). Queue - The Queue dashboard gives you a broad overview of the customer service experience in your organization by providing insights into how specific queues are operating. Agent - The Agent dashboard shows charts and KPIs that you can use to guide agents and understand overall agent performance. Bot - The bot dashboard shows key performance indicators (KPIs) and charts for chat and IVR bots. You can use the dashboard to understand how bots are performing in a support organization. Topics - The Topics dashboard shows a detailed breakdown of conversations and their assigned topics. Task 2 - Customer Service historical analytics - Insights Dashboard Select the three horizontal lines and select Customer Service historical analytics – insights The dashboard is displayed. You have tabs for each category – Summary, Agent and Topics. You can click on each tab to explore each category. Summary dashboard - The summary dashboard includes various charts with graphical views of key performance indicators (KPIs) in Customer Service. Agent dashboard - The Agent dashboard shows charts and KPIs that you can use to guide agents and understand overall agent performance. Topics dashboard - The Topics dashboard shows a detailed breakdown of cases and their assigned topics. Summary - You have explored the Omnichannel historical analytics dashboard and Customer Service historical dashboard.