Enhance agent productivity and personalization in Customer Service Hub
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.
Learn how to configure historical information and communication tools to help your agents be more productive.
Business User
Functional Consultant
Dynamics 365
Customer Service
Module Objectives
In this module, you will:
- Learn about the timeline control and how to modify it to fit the needs of an organization.
- Examine how agents can use the email functionality in Microsoft Dynamics 365.
- Review the process of configuring email functionality for agents.
Units
Prerequisites
Basic understanding of the Microsoft Dynamics 365 Customer Service application