In case your service group must create your individual focused mixtures of channels and instruments to your brokers, beginning with October 2020 wave 2 launch, you’ll be capable to reap the benefits of the app profile supervisor functionality in multisession apps. The functionality is included with the Omnichannel for Buyer Service preview accessible for Dynamics 365 Insiders. As well as, the app profile supervisor functionality is out there with Dynamics 365 Buyer Service workspace (preview) for all organizations which have a Dynamics 365 Buyer Service Enterprise license.

With the app profile supervisor, directors can create customized profiles with session templates, conversation channels, and productiveness instruments, after which assign them to brokers and supervisors. 


Organizations typically need tailor-made person experiences for his or her groups that solely present probably the most related instruments and information these groups want of their roles. Though organizations can customise out-of-the-field apps at present, the customizations apply to all customers of the app and can’t be utilized to particular person customers.  

Managing many customized experiences comes with pointless overhead upkeep and prices. The app profile supervisor makes creating customized person experiences for various profiles extra environment friendly. 

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Overview of app profile supervisor 

With app profile supervisor, organizations create focused app experiences or “profiles” for brokers and supervisors. By utilizing the app profiles, directors can choose channels and instruments for use by the app profiles to fulfill the group’s necessities.  

Directors can create customized person profiles, with particular session templates, dialog channels, and productiveness instruments, and assign them to customers.  

The app profile supervisor helps organizations: 

  • Allow the creation of customized person experiences for Buyer Service workspace and Omnichannel for Buyer Service for various profiles with tailor-made publicity of knowledge and productiveness instruments, to make sure customers see solely what they should use to assist prospects.  
  • Allow the omnichannel channel dialog expertise within the new Buyer Service workspace app. 
  • Present an environment friendly, single place to edit and handle profiles as a substitute of the pricey upkeep and workflow of a number of apps. 
  • Allow new options and enhancements effectively. 

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To be taught extra in regards to the app profile and different capabilities that may assist your service group, learn the documentation: 

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