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Can we enable smart assist feature in Omnichannel Engagement Hub also?

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Posted on by Pratiksha Panchbhai Microsoft Employee

Like for Customer Service Workspace we can enable smart assist and get smart suggestions. Is there any possible way we can enable for Omnichannel Engagement Hub App?
We had enabled the Productivity Pane in Omnichannel Engagement Hub, but it shows that somethings might have not been configured by your admin.

Can anyone tell, what's going wrong? If productivity pane is enabled what else needs to get configured so as to see smart suggestions even for incidents open?

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Hi Pratiksha,

You need configure APP PROFILE MANAGER to show some functions you need.

https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/overview

(1) Go Power App and navigate to ‘Apps’ tab to find ‘Customer service workspace’ app.

https://go.microsoft.com/fwlink/p/?linkid=2142083

(2) Click … to beside the Ominichannel for customer service app, and then select App profile manager on the menu that appears.

(3) Open ‘Omnichannel Upgraded OOB Default app profile’ to assign user you need.

(4)Productivity tools.

Smart assist and knowserach:

Agent script:

you can refer following link to know steps to configure it:

Agent scripts in the Omnichannel for Customer Service app | Microsoft Docs

And the most import is that agent script must add to one session template, so you need select correct session template.

Or you can refer following link, it is set APP PROFILE MANAGER to customer service workspace, but the general process is the same.

App Profile Manager – Dynamics 365 Talk (d365goddess.com)

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.
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Hi Partner,

Has the problem been solved? Any updates?

Please click Yes under "Did this answer your question?" to close this thread.

Thanks.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.
Pratiksha Panchbhai Microsoft Employee on at

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Hi Leah Ju,

I tried making an app profile for the omnichannel engagement hub app as mentioned by you.

I have configured the app profile as stated for smart assist, and have assigned users to the app profile but still when I open the app and open the multisession, it still shows its not configured.
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Hi Pratiksha,

The security role that user has been assigned has Sufficient privileges?

You need assign security roles, such as Customer Service Representative or Omnichannel agent or system administrator.

Also, how many app profiles about ominichannel are displayed on the page?

If necessary, you can configure them all as aboved steps.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.