Drag and Drop Question You are implementing Omnichannel for Customer Service for a call center. The call center's requirements for the implementation are as follows: - When a new chat conversation is

Question

Exhibit

Answer Area

Explanation

Omnichannel Tab Configuration - Explanation

Core Concepts to Understand First

In Dynamics 365 Omnichannel for Customer Service, a Session Template defines the workspace that opens when a conversation starts. Within it, there are two kinds of tabs:

Item Placements

1. Customer Summary tab → Anchor Tab in Session Template

Requirements met: Must be the primary tab. Must NOT be closable.

The Anchor Tab is a designated slot inside the Session Template that is permanently pinned. It is:

• Always in focus when the session opens (satisfying "primary tab")
• Impossible for the agent to close (satisfying "must not close")

There is exactly one anchor tab per session template. The Customer Summary is the natural fit - it's the persistent reference point throughout the conversation.

2. New Case form tab → Session Template

Requirements met: Must open automatically. Must be closable.

Additional tabs listed in the Session Template (beyond the anchor) open automatically with the session but remain closable by the agent. Assigning the New Case form here satisfies both requirements.

Why the Other Options Are Wrong

• Application Tab Template - This is a reusable tab definition, not a placement mechanism. It defines what a tab shows, not how it behaves in a session. You reference it from a session template; you don't assign it directly.
• Anchor Tab in Application Tab Template - This combination doesn't exist. Anchor tabs are a property of Session Templates only, not of Application Tab Templates.

Common Mistakes

1. Using Application Tab Template as the answer for New Case form - candidates confuse the template definition with the session placement.
2. Thinking both tabs use "Anchor Tab" - only one anchor tab is allowed per session, and it must be the non-closable primary tab.
3. Overlooking that "closable" is the key differentiator - the requirement that agents can close New Case but cannot close Customer Summary is what drives the entire configuration choice.

No community discussion yet for this question.