Configuring custom views for Inboxes through Agent Experience Profile within Dynamics 365 CRM

In the recent rollout of wave 2 this year, Microsoft has come up with various enhancements and features as a continuous value addition to the business of Dynamics 365 across the globe. There are times when the system administrator preferably looks for a way to come up with something which could let him setup configurable views for the inboxes and assign them to the customer service agents to be able to potentially make these agents/users work more efficiently around the customized inboxes by checking through the work items they have in the list. This certainly sounds pretty interesting and likely to accelerate the overall productivity in regards to taking the necessary actions on tasks/work items assigned to the service agents. Doesn’t it look like an addition of real flexible functional refinement to the agent experience profiles? Of course, it does, we will further dig deeper into this topic with a step-by-step approach using illustrations for better understanding and knowledge…

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