web

You’re offline. This is a read only version of the page.

News and Announcements icon

Dynamics 365 CommunityForums Service | Customer Service, Contact Center, Fie... D365 Customer Service:...

Service | Customer Service, Contact Center, Fie...

Suggested Answer

D365 Customer Service: Agent Experience Profiles

(0) Share

Report

Report

Posted on by D365EL

311

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.

I have the same question (0)

All responses Img

All responses (1)

Answers Img

Answers (0)

Suggested answer

RudyZhang Microsoft Employee on at

Like (0)

Report
Copy link

Link copied!
Hi,

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
https://learn.microsoft.com/en-us/dynamics365/app-profile-manager/create-agent-experience-profile

I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.

Best Regards,
Rudy Zhang

Was this reply helpful? Yes No

Join the conversation

Helpful resources

Quick Links

Leaderboard > Service | Customer Service, Contact Center, Field Service, Guides

#1

#2

Mallesh Deshapaga 32

#3

ManoVerse 30 Super User 2026 Season 1

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans