The following articles and videos explain how to make the most out of Live Assist for Microsoft Dynamics 365 Engagements:
| Course | Duration |
|---|---|
| Live Assist Provisioning | |
| How to Log in to the Engagement Portal | 1 min |
| Getting to know the Live Assist Engagement Portal | 2 min |
| Campaigns | |
| Creating and Managing Campaigns How Campaigns allow you to configure key elements, such as targeting a specific audience and allow you to decide where to put your engagements on your website |
5 min |
| Campaign Goals Review how you can promote particular visitor behavior and maximize specific outcomes |
7 min |
| Engagements | |
| Engagements Overview Live Assist makes extensive use of data tracking, campaign performance metrics, and agent statistics to target engagements to specific visitors |
4 min |
| Creating Chat Engagements | 8 min |
| Creating Content Engagements | 4 min |
| Customizing an Engagement Button | 4 min |
| Targeting Engagements By Audiences |
10 min |
| Targeting Engagements By Location | 6 min |
| Targeting Engagements By Behavior | 8 min |
| Creating Offsite Engagements Learn how offsite engagements provide you with the opportunity to launch chats with your consumers from anywhere |
4 min |
| Engagement Attributes | |
| Engagement Attributes Learn how to use Engagement Attributes to gather important information about your visitors and design engagements to get the best business results |
5 min |
| Engagement Window and Button | |
| Engagement Window Studio Overview of how to configure the Engagement Window |
5 min |
| Customizing An Engagement Chat Window In depth review of how to customize the Engagement Window |
5 min |
| Customizing an Engagement Button and Engagement Button | 4 min |
| Agent Widget | |
| Live Assist for Microsoft Dynamics 365 - Agent Experience Overview of how to use the Live Assist Agent Widget |
2 min |
| Automated Chat Distribution (ACD) Explanation of how to setup the ACD in Live Assist |
3 min |
| Agent UX - Associate CRM contact with a chat | 3 min |
| Agent UX - USD presence states translated | 3 min |
| Agent UX - Chat Timers | 3 min |
| Agent UX - “Visitor is typing” and “Agent is typing” messages | 3 min |
| Agent UX - Tracking Co-browse sessions | 3 min |
| Agent UX - Unread message notifications | 3 min |
| Agent UX - Canned Messages | 3 min |
| Agent UX - Chat activity: more chat details | 3 min |
| Agent UX - Visual Notifications | 3 min |
| Agent UX - Audio Notifications | 3 min |
| How to Co-browse | 3 min |
| Co-browse: How to Share a Document | 3 min |
| How to Transfer a Chat | 3 min |
| How to Receive a Chat | 3 min |
| Surveys | |
| What are Live Assist Surveys? Review of what surveys are available in Live Assist |
6 min |
| Why You Need A Pre-Chat Survey Learn how to use pre-chat surveys to gather information about your consumers' needs before interacting with them and provide them with better personalized service |
3 min |
| Assess Your Consumers' Experience Post-Chat Learn how to use a post-chat survey as a great way to allow your consumers to provide you with feedback |
5 min |
| Why You Need An Offline Survey Learn how offline surveys are used and presented to visitors when no agents are available to chat |
3 min |
| Content | |
| Automatic Messages Overview of Automatic messages and how they provide contextual information to consumers about the conversation |
5 min |
| Predefined Content Overview of predefined content and how it can save time and can ensure consistent, error-free responses, and a professional tone of voice |
2 min |
| Skills | |
| Skill Based Agent Routing Overview of how to setup skills to route to agents with a particular skill set. |
6 min |
Also see: Feature Guides