In the App profile manager, where is the availability of agent scripts defined?

In the App profile manager, the availability of agent scripts is defined in the Productivity pane. This section is specifically designed to enhance the efficiency of customer service representatives by allowing them to access relevant scripts and guidance directly within the application. The Productivity pane provides a streamlined interface where agents can quickly find the necessary resources they need when handling customer inquiries. This integration ensures that agents have the right scripts at their fingertips during customer interactions, facilitating a smoother and more effective service experience.

Understanding this feature is crucial for anyone aiming to optimize the use of Dynamics 365 Customer Service in managing agent workflows and ensuring consistent communication with customers. The other options, such as the General tab, Session Templates, and Channels, serve different purposes within the application profile management but do not specifically focus on defining the accessibility or availability of agent scripts.