Advanced Settings in Dynamics 365 CE/CRM: Customer Service
UG Expert Heidi Neuhauser shares insights on advanced settings in Dynamics 365 in this third part of her series for CE/CRM users. In the first episode, she reviewed advanced environment settings. In this second episode, she walked through settings in the Sales Hub. Now, she jumps into settings for Customer Service.
Key Takeaways:
- Copilot Service Admin Center: This is where users manage service-focused settings. There are three main sections:
- Customer support — This includes access to sections such as user management, AI agents, channels, intent, queues and routing, work streams, case settings, customer settings, and more.
- Support experience — This includes workspaces, experience profiles, templates, productivity, knowledge, collaboration, and more. Users can also tailor settings for Copilot summaries from this area.
- Operations — This is where users can configure insights inside the customer service app. Within the calendar, you can set your operating hours, customer service calendar, and holiday calendar. You can set service terms and service scheduling.
- Resource Scheduling model-driven app: This one appears if you have Dynamics for Customer Service, Dynamics for Field Service, and Project Operations. This app has two key areas:
- Resource scheduling — From here, you can configure your resource requirements, bookings, and resources as well as manage your schedule board.
- Settings — This is where you define roles inside resource scheduling, including skills, organizational units, proficiency models, and requirement priorities and statuses.
