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

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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.

pastedimage1614828457758v1.png
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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  • Community Member Profile Picture
    Community Member UG Leader on at
    RE: Can we enable smart assist feature in Omnichannel Engagement Hub also?

    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.

    pastedimage1615279271571v1.png

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

    pastedimage1615279322618v2.png

    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.

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

    Hi Leah Ju,

    I tried making an app profile for the omnichannel engagement hub app as mentioned by you.
    pastedimage1615198192212v1.png

    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.

  • Community Member Profile Picture
    Community Member UG Leader on at
    RE: Can we enable smart assist feature in Omnichannel Engagement Hub also?

    Hi Partner,

    Has the problem been solved? Any updates?

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

     pastedimage1615195791802v1.png

    Thanks. 

    Regards,

    Leah Ju

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

  • Suggested answer
    Community Member Profile Picture
    Community Member UG Leader on at
    RE: Can we enable smart assist feature in Omnichannel Engagement Hub also?

    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.

    pastedimage1614842444563v1.png

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

    pastedimage1614842686853v3.png

    pastedimage1614842582839v2.png

    (4)Productivity  tools.

    pastedimage1614842763206v4.png

    Smart assist and knowserach:

    pastedimage1614842825771v5.png

    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.

    pastedimage1614843079071v6.png

    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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