Service representative experience for Dynamics 365 Contact Center
As mentioned earlier, you can use your CRM as your UI interface, or you can use the Dynamics 365 Contact Center app.
The embedded conversation widget
The embedded conversation widget is a feature of Dynamics 365 Contact Center that allows customer service representatives to chat with customers directly from any non-Microsoft customer relationship management (CRM) system. You can embed the widget into any web page or application that supports HTML and JavaScript, and it provides a seamless and consistent chat experience across different platforms.
You can set up the embedded experience in Salesforce and ServiceNow.
To learn more, see Set up the embedded experience in ServiceNow and Set up the embedded experience in Salesforce.
The Contact Center workspace
The Contact Center workspace application is a customer service representative facing app in Contact Center. It provides a powerful customer service representative desktop with Copilot capabilities and collaboration tools across channels, such as live chat, text, voice, Microsoft Teams, and social channels. Contact Center workspace connects to your organization's CRM solution to provide contextual knowledge and customer data to assist agents in resolving customer queries.
Service representatives can manage multiple customer interactions concurrently in the app to maintain the context of each conversation. Copilot's integration in the workspace allows representatives to address case-related queries without needing to manually search across different information sources. This app is a standard feature in all Contact Center organizations.
To learn more about the Contact Center workspace, see Use Contact Center workspace