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Omnichannel for Customer Service: vertical toolbar on RHS of screen - how is this configured?

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Posted on by MikeBMikeBMikeB

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Dear All

Does anyone know how the toolbar on the RHS of the /Omnichannel for Customer Service/ is configured, please?

I'm referring to the vertical toolbar on the RHS of the browser window.

I'm trying to found out where it is switch on/off, and where its contents can be edited, please.

It varies between my dev-pilot-live environments and I need to know why.

Also, my users are having problems with the /Knowledge search/ button.

But my question is where is that toolbar switched on/off/configured.

Much appreciated,

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Leah Ju Microsoft Employee on at

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Hi partner,

The productivity pane in Customer Service workspace and Omnichannel for Customer Service enables you to display knowledge search, agent scripts, and smart-assist cards in a unified view.

Configure knowledge search, agent scripts, and smart-assist cards so these agent guidance tools will appear in Customer Service workspace and Omnichannel for Customer Service.

Please refer to the following link for more details:

https://learn.microsoft.com/en-us/dynamics365/customer-service/productivity-pane
I hope you can verify my answer if it helps you! If you have any questions, please feel free to contact me.
Regards,
Leah

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MikeBMikeBMikeB 98 on at

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Thanks "Leah Ju" for replying - that exactly answered the question! Appreciated.

In fact the 'Knowledge Search' is configured in "Customer Service admin center" -> Agent Experience -> Overview -> Knowledge -> Portal -> Manage.

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