Agent Guide: General
- Best Practices for Agents
- How to display client wait time (legacy Chat)
- How to search for Knowledge Base Articles
- Where to find Conversation Activities and Transcripts
- Visitor Contextual Information
- Engagement Activity Completion in Dynamics 365
Agent Guide: Web Client
Agent Guide: USD
- Features Exclusive to the USD
- How to Install the Unified Service Desk (USD) for Microsoft Dynamics 365
- How to Log in to Live Assist for USD
- USD Presence State
- Agent Notifications in the USD
- How to Locate a Contact Record in the USD
Agent UX
- How to Transfer Files to Visitors
- How to Use Canned Messages
- Agent Voice and Video Escalation
- Agent UX – Associate a CRM contact with a conversation
- Agent UX – “Visitor is typing” and “Agent is typing” messages
- Agent UX – Audio Notifications
Reporting
Co-Browse
Chat
Features and Functionality
Agent Troubleshooting
- Agent Widget Fails to Load When Microsoft Teams Enabled
- Co-browse Fails to Load on Chrome or Other Browsers
- Timeline Records could not be loaded because of an unexpected error
- Agent cannot chat after entity creation when using firefox
- Knowledge Base search not opening after large message received from Visitor
- Agent Co-browse closed when using backspace in Firefox