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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Omnichannel for Custom...
Customer experience | Sales, Customer Insights,...
Answered

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

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Posted on by MikeBMikeBMikeB 94
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,
 
  • MikeBMikeBMikeB Profile Picture
    MikeBMikeBMikeB 94 on at
    Omnichannel for Customer Service: vertical toolbar on RHS of screen - how is this configured?
    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.


  • Verified answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    Omnichannel for Customer Service: vertical toolbar on RHS of screen - how is this configured?
    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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