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D365 Customer Service: Agent Experience Profiles

Posted on by 286
Hello Community,
In the Customer Service Admin Center, the following out of the box agent experience profiles are available. If I don't assign any users to any of these profiles, how would the system know which profile to use for the users? Which of these profiles would be used as the default then? Any ideas? Thanks.
  • Suggested answer
    RudyZhang Profile Picture
    RudyZhang Microsoft Employee on at
    D365 Customer Service: Agent Experience Profiles
    Regarding your question about D365 Customer Service: Agent Experience Profiles
    According to the official Microsoft documentation, if a custom profile is not assigned to an agent, a default profile is assigned
    • Omnichannel for Customer Service - default profile
    • Customer Service workspace - default profile
    • Customer Service workspace + channels - default profile

    The link to the documentation is as follows
    I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.
    Best Regards,
    Rudy Zhang

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