Provide the phrase based on which you want to search for knowledge articles. This action is used for searching knowledge articles based on the populated phrase. Search the knowledge base for the populated phrase Specify the ID of the view that you want to open. Specify the logical name of the entity for which you want to open the grid. The action contains the following fields. This action is used to open a record grid. This action is used to open an existing record form. You need to provide the attribute value to prepopulate the attribute field. You need to provide the attribute name to prepopulate the field with a value. Specify the logical name of the entity that you want to open. This action is used to open a new form to create a record. The following screenshot shows the actions that are explained in the subsequent sections. Omnichannel connector: Provides actions to perform Omnichannel for Customer Service–related operations.Īs an administrator, you can use the actions any number of times across different macros to automate and perform model-driven app operations. Session connector: Provides actions to perform session-related operations. Productivity automation: Provides actions to perform model-driven app operations. In Customer Service, macros provide three connectors: More information: Assign roles and enable users More information: Assign roles and enable usersĮnsure that agents and supervisors are assigned the Productivity tools user security role. Install Dynamics 365 Productivity Tools solution.Įnsure that you have the Productivity tools administrator security role. The macros in Customer Service workspace have the following: The value propositions of the macros are as follows:Īutomate repetitive and monotonous tasks with a single click. You can reuse macros with different sessions based on the context parameters that are specific to the session. They enable users to perform daily operations efficiently in a fast and process-compliant manner. Macros are a set of sequential actions that are performed by a user. These clicks and repetitive tasks can lead to human errors when agents copy and paste the data across different operations. In the customer service industry, agents have to click often to perform simple tasks, such as open a form, fill, and save it, and many repetitive and monotonous actions, such as greeting and verifying a customer, sending acknowledgment mail, and taking notes.
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