Learn the three essential actions to disable the productivity pane in Microsoft Dynamics 365 Customer Service workspace for MB-230 exam success. Discover how to configure agent experience profiles, session templates, and user settings to optimize agent productivity and meet exam objectives.
Table of Contents
Question
A company uses Dynamics 365 Customer Service. Agents use the Customer Service workspace to manage cases.
The company wants the productivity pane to be hidden when agents use the Customer Service workspace.
You need to disable the productivity pane when agents use the Customer Service workspace.
Which three actions should you perform? Each correct answer presents part of the solution.
Select all answers that apply.
A. Add users.
B. Add a session template.
C. Add an application tab template.
D. Create a new agent experience profile.
E. Edit the agent default experience profile.
F. Set productivity pane default mode to collapsed.
Answer
A. Add users.
B. Add a session template.
D. Create a new agent experience profile.
Explanation
This item tests the candidate’s knowledge of creating app profiles.
The configuration of the Customer Service workspace app is controlled by agent experience profiles. The out-of-the-box default profiles have the productivity pane turned on and expanded. You need to create an agent experience profile and add a session template to the profile to be able to open cases in the Customer Service workspace app. You also need to add users to the profile. If a user is not added to the profile, the user will use one of the default profiles, which all have the productivity pane visible and expanded.
The productivity pane is turned off by default for a new agent experience profile. Application tab templates are added to session templates, not to agent experience profiles.
Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 certification exam assessment practice question and answer (Q&A) dump including multiple choice questions (MCQ) and objective type questions, with detail explanation and reference available free, helpful to pass the Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 exam and earn Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 certification.