What feature can help agents manage and organize open cases more efficiently?

The productivity pane is a feature within Microsoft Dynamics 365 Customer Service that significantly enhances the ability of agents to manage and organize open cases. This feature consolidates essential information, tasks, and insights related to open cases in one easy-to-navigate interface. It allows agents to access relevant data quickly, reducing the time spent searching for information across different tabs or systems.

The productivity pane provides a streamlined view of case activities, related records, and user-defined workflows, enabling agents to stay focused on their tasks without losing track of open cases. By using the productivity pane, agents can prioritize their workload, respond rapidly to customer inquiries, and ensure that important items are addressed promptly.

While other features like queues, team collaboration tools, and case summaries can also assist in case management, the productivity pane directly supports agents in organizing their daily activities and managing multiple cases effectively, making it an invaluable tool for enhancing overall efficiency in handling customer service cases.