Practice Lab – Configure a representative experience profile

Scenario

As a customer service manager at Contoso Coffee, you need a consistent workspace experience for representatives who handle cases. In this lab, you create a guidance script and case session template, configure a representative experience profile, assign one user, and validate the resulting experience. This exercise should take approximately 30 minutes to complete.

[!NOTE] The product interface uses labels such as Agent scripts and might still display Agent experience profiles. In this lab, representative refers to a person who handles customer service work; agent is retained only when it is part of a product label.

Exercise 1 – Create supporting workspace components

Task 1 – Assign productivity security roles

The user who configures scripts needs the Productivity tools administrator security role. A representative who uses scripts in Copilot Service workspace needs the Productivity tools user security role. In this lab, assign both roles to your current user.

Open a new browser tab and sign in to the Power Platform admin center as a system administrator.
In the navigation pane, select Manage, and then select Environments.
Select the environment that you use for this lab, and then select Settings on the command bar.
Expand Users + permissions, and then select Users.
Select your current user, and then select Manage security roles.
Select the following roles:

Productivity tools administrator
Productivity tools user

Select Save, and then close the Power Platform admin center browser tab.

Task 2 – Create a representative guidance script

Before you begin, choose a unique prefix that contains three through eight alphanumeric characters. Use the same prefix wherever the lab asks for <prefix>. For example, if your name is Molly Clark, you might use molclark.

Use the app selector to open Copilot Service admin center.
Go to Support experience > Productivity.
In the Scripts section, select Manage.
Select + New.
Enter the following values:

Name: Script 1
Unique Name: <prefix>_script1
Language: English
Description: Guidance for representatives who open a case session.

Select Save.
In the Script steps section, select + New script step.
Enter the following values:

Name: Step 1
Unique Name: <prefix>_step1
Order: 1
Action type: Text
Text instructions: Hi, how can I help you today?

Select Save and Close.
Select Save on the script record.

Task 3 – Create a case session template

In Copilot Service admin center, go to Support experience > Workspaces.
In the Session templates section, select Manage.
On the Active Session Templates view, select + New.
Enter the following values:

Name: Entity Temp
Unique Name: <prefix>_et
Type: Entity
Entity: Case
Title: {casetitle}
Communication panel mode: Hidden
Description: Session template for Contoso Coffee cases.

Select Save.
In Additional Tabs, select Add Existing Application Tab Template.
Search for and select Customer Summary, and then select Add.
Select the Scripts tab.
In the Scripts section, select Add Existing script.
Search for and select Script 1, and then select Add.
Select Save.

Exercise 2 – Create and assign the experience profile

Task 1 – Remove your existing experience profile assignment

A user can be assigned to only one experience profile at a time. Trial environments commonly assign the administrator to Customer Service Trial profile, so remove that assignment before creating and assigning the new profile.

Return to Support experience > Workspaces.
In the Experience profiles section, select Manage.
Select Search by user.
Search for and select your current user.
Select the Assigned Experience Profile link to open the assigned profile. It will probably be named Customer Service Trial profile.
In the Users section, select Edit.
Select the checkbox next to your user, and then select Remove users.
Close the Edit Users page, and then confirm that your user is no longer listed in the Users section.

Task 2 – Create the experience profile

Return to Support experience > Workspaces.
In the Experience profiles section, select Manage.
Select + New.
Enter the following values:

Name: CS Temp
Unique name: <prefix>_CS
Description: Case workspace experience for Contoso Coffee representatives.

Select Create.
On the profile page, select Add entity session template.
Select Case for the entity and Entity Temp for the session template.
Select Add.

Task 3 – Configure the productivity pane

In the Productivity pane section of CS Temp, select Turn on.
Set Productivity pane to On.
Set Default mode to Expanded.
Set Knowledge search to On.
Set Agent scripts to On.
Select Save and close.

Task 4 – Assign one user

In the Users section of CS Temp, select + Add users.
Select your current user.
Select Add.
Confirm that your user is listed in the profile.

Exercise 3 – Validate the representative experience

Task 1 – Open a configured case session

Allow several minutes for the security-role and experience-profile changes to propagate.
Use the app selector to open Copilot Service workspace.
Refresh the browser before you open a case so that the workspace loads the updated permissions and profile configuration.
In the site map, select Cases.
Select the My Active Cases view, and then open Coffee Brewer Still Not Heating After Reset.
Confirm that a case session opens and its title uses the case title.
Confirm that Customer Summary opens as an additional application tab.
In the productivity pane, select Knowledge search and confirm that the search control opens.
Select Agent scripts.
Select Script 1 if it isn’t already selected.
Confirm that Step 1 displays the instruction Hi, how can I help you today?

[!NOTE] If the Agent Scripts pane reports that scripts haven’t been created or couldn’t load, close the case session, confirm that your user has both productivity security roles, confirm that Script 1 is associated with Entity Temp, refresh the workspace, and then open the case again. Agent scripts load when a new session starts.