Enhanced Active Conversation form in Omnichannel for Customer Service – Dynamics 365

The conversation form in Omnichannel is now updated to allow agents to view and edit customer and case information more efficiently. To enable it, Inside Customer Service Admin Center app – navigate to Workspaces >> Active Conversation form settings (Manage) Before we enable it let us have a look at the exiting conversation form. Now … Continue reading “Enhanced Active Conversation form in…

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Enhanced Active Conversation form in Omnichannel for Customer Service – Dynamics 365

The conversation form in Omnichannel is now updated to allow agents to view and edit customer and case information more efficiently. To enable it, Inside Customer Service Admin Center app – navigate to Workspaces >> Active Conversation form settings (Manage) Before we enable it let us have a look at the exiting conversation form.

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