Dynamics 365 Contact Center: Service representative experiences - Use pinned contacts and queues during consult and transfer

<p>In the Copilot Service admin center, administrators configure and manage pinned contacts and queues for representatives as follows:</p> <ul> <li>Enable pins in the <strong>Customer settings</strong> &gt; <strong>Manage pins</strong> &gt; <strong>Admin pins</strong> page so that representatives pin their contacts and queues.</li> <li>Pin specific contacts and queues for representatives.</li> <li>Display pinned items to representatives based on business units.</li> </ul> <p>Business Value:</p> <p>This feature streamlines your team’s workflow by removing the hassle of tracking multiple consult and transfer targets, so that your service representatives focus on delivering faster, more reliable support.</p> <p>Enabled for:</p> <p>Enabled by admins/makers/marketers for end users</p>