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How to Enable inbox for agents in Dynamics 365 Customer Service Workspace / Omnichannel

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#agentworkspace

#inboxview

#preliminaryassessment

#servicerequests

#timelyresponse

Dynamics 365 Customer Service

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Feb 22, 2023

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AI Summary

  • The article discusses the functionality of the inbox view in the agent workspace for Microsoft business applications like Dynamics 365.
  • The inbox view allows agents to quickly assess service requests from different channels and respond in a timely manner.
  • Agents can view cases, conversations, and activities assigned in the inbox tab.
  • To enable the inbox for agents, users need to navigate to the Customer Service admin center and go to Agent Experience >> Workspaces >> Agent Experience profiles >> Manage.
  • Users can create new profiles or add users to existing profiles that have the inbox enabled, such as the Customer Service Trial profile.
  • The article provides a screenshot of an agent experience profile record without the inbox enabled and demonstrates how to add a user to the profile to enable the inbox.
  • After enabling the inbox for a user, they will be able to see the Inbox tab in the Customer Service workspace.
  • The article also mentions that agents can see the views configured in the profile inside the inbox tab and provides links for further information on configuring the inbox and voicemail functionality.

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