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Use improved skill control for finer granularity

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Important

This content is archived and is not being updated. For the latest documentation, go to Welcome to Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.

Enabled for Public preview Early access General availability
Admins, makers, marketers, or analysts, automatically - - Apr 30, 2024

Business value

Contact center agents can modify the skills that are attached to a conversation by using the skill control. You can customize this experience further so that organizations have greater control over the list of skills that are displayed for each conversation. This reduces the time agents spend searching for the right skills and minimizes the risk of attaching incorrect skills.

Feature details

With the customization now available for skill control, administrators can:

  • Tailor the Fetch XML to curate the relevant set of skills for each conversation.
  • Modify the Fetch XML to dynamically refine the skills displayed for each conversation.

Agent skill control with filtered skills.

See also

Add a skill control (docs)