This guide will help you learn everything you need to know to get the most out of engagements in Live Assist for Dynamics 365 (LAD365). As you read each article, try to follow along with the steps yourself.
| Course |
|---|
| LAD365 Engagement Portal |
| How to Log in to the Engagement Portal |
| Getting to know the Live Assist Engagement Portal |
| 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 |
| Campaign Goals Review how you can promote particular visitor behavior and maximize specific outcomes |
| Engagements |
| Engagements Overview LAD365 makes extensive use of data tracking, campaign performance metrics, and agent statistics to target engagements to specific visitors |
| Creating Content Engagements |
| Customizing an Engagement Button |
| Targeting Engagements By Audiences |
| Targeting Engagements By Location |
| Targeting Engagements By Behavior |
| Creating Offsite Engagements Learn how offsite engagements provide you with the opportunity to launch chats with your consumers from anywhere |
| 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 |
| Engagement Window and Button |
| Engagement Window Studio Overview of how to configure the Engagement Window |
| Customizing An Engagement Chat Window In-depth review of how to customize the Engagement Window |
| Customizing an Engagement Button and Engagement Button |
| Agent Widget |
| The New Messaging Widget Overview of how to use the Live Assist Agent Widget |
| Automated Chat Distribution (ACD) Explanation of how to set up the ACD in Live Assist |
| Agent UX - Associate CRM contact with a conversation |
| Agent UX - USD presence states translated |
| Agent UX - “Visitor is typing” and “Agent is typing” messages |
| How to Use Canned Messages |
| Agent UX - Understand Chat Details and Bot Analytics |
| Agent UX - Visual Notifications |
| Agent UX - Audio Notifications |
| How to Co-browse |
| Co-browse: How to Share a Document |
| How to Transfer a Conversation |
| How to Accept a Conversation |
| Surveys |
| Creating a Pre-Conversation Survey Bot |
| Creating a Post-Conversation Survey Bot |
| Content |
| Automatic Messages Overview of Automatic messages and how they provide contextual information to consumers about the conversation |
| Predefined Content Overview of predefined content and how it can save time and ensure consistent, error-free responses, and a professional tone of voice |
| Skills |
| Why Create Skills |
| Skill-Based Agent Routing Overview of how to set up skills to route to agents with a particular skill set. |
See also: Feature Guides