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Access to this page requires authorization. You can try changing directories.
[This article is prerelease documentation and is subject to change.]
Important
- This is a preview feature.
- Preview features aren’t meant for production use and might have restricted functionality. These features are subject to supplemental terms of use, and are available before an official release so that customers can get early access and provide feedback.
Applies to: Dynamics 365 Contact Center—standalone and Dynamics 365 Customer Service only
The productivity pane supports custom productivity tools developed as custom pages or Power Apps component framework controls. You can create multiple custom productivity tools and make them available to your users with experience profiles.
Prerequisites
Make sure that the following prerequisites are met:
- You have the Productivity tools administrator security role. To learn more, see Assign roles and enable users.
- Customer service representatives (service representatives or representatives) and supervisors have the Productivity tools user security role. To learn more, see Assign roles and enable users.
- A custom page or a Power Apps component framework control to be hosted as a custom productivity tool. To learn more, see Overview of custom pages for model-driven apps and Power Apps component framework.
Configure a custom productivity tool
In Dynamics 365, go to Copilot Service admin center.
In the site map, select Productivity in Support experience.
On the page that appears, select Manage for Productivity tools (Preview).
Select New, and enter the following details on New Pane tool configuration:
- Name: The display name of the custom productivity tool.
- Unique Name: A unique name.
- Type: Select Control or Custom Page.
- Custom Page Name: The name of the custom page.
- Control Name: The name of the control.
- Icon: The web resource containing the target icon to be displayed in the productivity pane (optional).
- Global: Select Yes. The custom tool is globally available across sessions, including the home session.
- Description: A description of the productivity pane (optional).
- Learn More Link: A link to the help page for the custom productivity tool (optional).
Save the changes.
In the site map, select Workspaces in Support experiences, and select Manage for Experience profiles.
Select the experience profile that you want to modify, and select Edit for Productivity pane on the page that appears.
Enable the custom productivity tool, and save the changes.
Note
Custom productivity tools,
- hosted in the productivity pane aren't contextually bound to the session.
- don't have a mechanism to retrieve information from the session context.