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{How to} Customize how records are sorted in the Dynamics 365 Customer Service inbox

{How to} Customize how records are sorted in the Dynamics 365 Customer Service inbox

If you're looking to customize how records are sorted in the Dynamics 365 Customer Service inbox, this tutorial can guide you through the process. The customization feature enables you to pick your desired attributes for sorting records rather than just relying on data like customer and date. Follow these simple steps to configure the agent sort experience:

  1. Access the Customer Service admin center app as an administrator.
  2. Select Workspace in the site map and choose Manage next to Agent experience profiles.
  3. Configure the agent sort experience by entity to provide agents with the flexibility they need to delve into their inbox.
  4. Customize sorting for specific columns by creating or editing a view. In the Configure Sort Order dialog box, select the column you want to sort by (ascending or descending order), and click OK.

By following the above steps, you can easily customize and optimize how records are sorted in your Dynamics 365 Customer Service inbox. Give your agents the power to organize their workflows more efficiently than ever before.

Additionally, the author, Malla Reddy Gurram, ends the tutorial with a hope that it helps you, followed by his contact information and #365blogpostsin365days hashtag.

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