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Manage notification settings and templates | Microsoft Learn
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Notification fields: “Case priority: Priority of the case such high or low.” Case title: Title of the case.
When a notification is sent to a customer service representative (service representative or representative), it displays certain information, such as the customer from who the conversation request is coming, the timeout period after which the notification disappears, and accept and reject buttons. “The template is used to configure what information needs to be displayed to the representatives and supervisors for an incoming conversation, escalation, transfer, or consult.” Desktop notifications
Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service “When a notification is sent to a customer service representative (service representative or representative), it displays certain information, such as the customer from who the conversation request is coming, the timeout period after which the notification disappears, and accept and reject buttons.” As an administrator, system integrator, or partner, you can use the out-of-the-box templates for notifications or create your own. A notification template is a combination of notification-related, reusable information. The template is used to configure what information needs to be displayed to the representatives and supervisors for an incoming conversation, escalation, transfer, or consult.
When a notification is sent to a customer service representative (service representative or representative), it displays certain information, such as the customer from who the conversation request is coming, the timeout period after which the notification disappears, and accept and reject buttons. “As an administrator, system integrator, or partner, you can use the out-of-the-box templates for notifications or create your own.” Desktop notifications
Out-of-the-box notification templates “For the supported channels, Customer Service provides you with out-of-the-box notification templates that you can use in your environment.” The out-of-the-box templates are as follows.
For optimal functioning of desktop notifications, make sure that you're using the latest supported browsers as specified in the system requirements. “Desktop notifications help ensure that representatives won't miss any conversation requests.” The representative minimizes the app.
For optimal functioning of desktop notifications, make sure that you're using the latest supported browsers as specified in the system requirements. “Based on your configuration, representatives can receive notification alerts on their desktop always or when the Copilot Service workspace app isn't in focus.” The representative minimizes the app.
Also, as an administrator, you can set the browser notification permission by using group policy. “To ensure that representatives receive the notifications, we recommend you enable the following settings:” Notification settings in Windows is set to On.