Productivity pane overview
Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.
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.
You can set the productivity pane in collapsed mode or expanded mode, as shown in the following illustrations.
Collapsed mode
Expanded mode
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