Enhance agent productivity and personalization in Omnichannel for Customer Service
Important
Power Virtual Agents capabilities and features are now part of Microsoft Copilot Studio following significant investments in generative AI and enhanced integrations across Microsoft Copilot.
Some articles and screenshots may refer to Power Virtual Agents while we update documentation and training content.
With Omnichannel for Customer Service, organizations can offer support across multiple channels and can engage multiple customers simultaneously through dedicated sessions. This feature ensures that agents have information that’s relevant to what they are working on and in one location. Additionally, agents can switch between active sessions as needed.
Learning objectives
In this module, you will:
- Learn about quick replies.
- Learn about notifications.
- Assign conversations.
Prerequisites
Basic knowledge of the Dynamics 365 Customer Service application.