You implement Dynamics 365 Customer Service for a company. Support representatives use the Customer Service workspace. Support representatives must begin working on existing cases in their queues…

The correct answer is B. Customer Service Agent Dashboard. Work with cases, activities, knowledge articles, and email templates On the Customer Service Agent Dashboard, here are some of the actions you can do: View cases and activities assigned to you View cases available to work on Create, delete, and filter cases and activities from…

implement multi-session experiences for Customer Service

Question

You implement Dynamics 365 Customer Service for a company. Support representatives use the Customer Service workspace. Support representatives must begin working on existing cases in their queues when they open the workspace. Which screen should the representatives use to perform this task?

Options

ACustomer service multiple customer sessions
BCustomer Service Agent Dashboard
CPower Bl dashboard
DNext available case record

How the community answered

(37 responses)

A
5% (2)
B
81% (30)
C
3% (1)
D
11% (4)

Explanation

Work with cases, activities, knowledge articles, and email templates On the Customer Service Agent Dashboard, here are some of the actions you can do: View cases and activities assigned to you View cases available to work on Create, delete, and filter cases and activities from the workspace https://learn.microsoft.com/en-us/dynamics365/customer-service/csw-overview

Topics

#Customer Service workspace#agent dashboard#queue management

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