Agent Experience Profiles are available in both Hub and Workspaces

• True

• False

Answer explanation

Agent Experience Profiles are not available in Customer Service Hub!!

It is possible to configure default Agent Experience Profiles to suit the organisation's needs.

• True

• False

Answer explanation

It is not possible to modify the default profiles. This is indicated by the locked padlock icon.

We can of course add and remove users from these profiles.

Many records, including Agent Experience Profiles, require a unique name. Which of the following formatting rules are enforced?

• A 3 character alphanumeric prefix, followed by a hyphen and a name of

  1-8 characters

• A 3 character alphanumeric prefix, followed by an underscore and a name of

  1-8 characters which cannot include spaces

• A 2-8 character alphanumeric prefix, followed by an underscore and a name of

  any length which cannot include spaces

• A 3-4 character alphanumeric prefix, followed by a hypen and a name of

  any length which cannot include spaces

Where are the configuration options for Agent Experience Profiles found?

• Admin Center -> User Settings

• Admin Center -> Workspaces

• Admin Center -> Productivity

• Admin Center -> Workstreams

What is the maximum number of Agent Experience Profiles that a user can belong to?

• 8

• 25

• 1

• 100

Answer explanation

A user may only belong to one Agent Experience Profile.

To add a user to a new profile we must first remove them from their current profile.

Your organisation has requested that agent inboxes have the option to list

all high-priority cases. Which approach should be taken?

• Create a custom view in the relevant Agent Experience Profile with the type

  set to cases. Under conditions, select the predefined setting "High-Priority

  Cases"

• Create a custom view for cases in make.powerapps. Add this view to the inbox

  section of the relevant Agent Experience Profile

• Create a custom view of cases in make.powerapps. In case settings, set this

  view as the default inbox view

• Create a custom view in the relevant Agent Experience Profile with the type

  set to cases and a condition set to priority equals high

Answer explanation

Custom inbox views can be created from within an Agent Experience Profile.

There is no predefined setting for this condition in simple settings so we need to define our own in the advanced settings.

How would we activate/deactivate the Suggested Actions Inbox View?

• Deactivate the view in make.powerapps

• Toggle setting in Copilot AI Features section of Agent Experience Profile

• Toggle setting in Admin Center -> Insights

• In the inbox section of the Agent Experience Profile, set the view's visibility to hidden

Answer explanation

The suggested actions view is readonly. We cannot configure its behavior or visibility.

We can deactivate the view in the Copilot AI Features section of an Agent Experience Profile.

It is possible to add custom sorting rules for an inbox view using either the simple or advanced settings types.

• True

• False

Answer explanation

The simple and advanced settings types only relate to filters for records in a view.

We can sort all matching records regardless of the type used.

An inbox view can contain records from multiple record types?

• True

• False

Answer explanation

We can associate an inbox view with multiple entities. Where there is more than one entity we can define filtering rules for each entity.

We can apply sorting rules for an inbox view for each record type where multiple entity types are selected?

• True

• False

Answer explanation

While we can customise the filtering rules for each record, we can only provide one sorting rule for a given inbox view.