Notification customization

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Enabled for Public preview Early access General availability
Users by admins, makers, or analysts Oct 2019 - Jan 2020

Feature details

Notifications alert the agents when a record is assigned to them or when there are incoming requests from users who need assistance. These notifications include additional context about important customer attributes like name and location of the user.

Notification customization allows users to customize the notification pop-ups to include relevant information based on their business needs, like user entitlements and relationship type. This helps the agent get a quick glimpse of the user information prior to accepting an incoming request.