App Profile Manager

When going through a backlog of various items, I suddenly realised that although the App Profile Manager was released in September 2020, I hadn’t devoted any space to it! So I’ve therefore decided (finally) to do an article to cover it.

First of all, what exactly is the App Profile Manager? Well, it’s a (somewhat) new feature that never existed beforehand. Essentially, the Omnichannel Agent App window has a number of configurable items, such as tabs to load at start-up, etc. Trying to work out where the configuration for each item is can, at times, be slightly frustrating, and I (for one) can’t always remember it correctly! But there’s also more, as I’ll go into below…

So, enter the App Profile Manager. At the moment, it’s only able to be used for two specific standard apps. These are the Customer Service Workspace app, and the Omnichannel for Customer Service app. In the future this may open up some more, but we’re limited to these for the moment.

So what does it do? Well, it’s there to enable system administrators to add configurations to an app. Essentially, it’s focused on on giving users access to certain items & functionality within an app.

As Microsoft puts it, it ‘allows administrators to create targeted app experiences for agents and supervisors as an alternative to building and maintaining custom apps’. Wow – Marketing sure can come up with some interesting lines at times!

I can hear you asking ‘so why should we use it’? After all, customer support agents will just log into the app, for example, and see the interface. Why should we use this, when we can just use the Omnichannel Administration app to configure things.

There’s actually a really simple answer to this. See, if we’re carrying out the configuration just through the Omnichannel Administration app, this will be set company-wide. All users logging in will have the same experience. However, there are companies that, although it’s all based around customer service, will have different teams that handle different things, and want them to have different screen layouts. Perhaps they’re even a multi-national.

It’s exactly for this purpose that the App Profile Manager exists. See, using it we can set up different screen profiles, showing different tabs, having different notifications, etc. We then assign it users to it (unfortunately we can’t use a security group at this point in time). When the users log in, they’ll then be presented with whichever layout they’re associated with. We can create custom profiles as we need, to handle the business needs!

Right – enough of talking about the concept. How do we actually get to it? Well, we need to go to, click into the list of apps, and then select either the Customer Service Workspace app, or the Omnichannel for Customer Service app. Clicking the ellipse next to it will give us the option for the App Profile Manager at the bottom of the fly-out menu:

This will then launch the App Profile Manager homepage. Some nice information shown here, with even a link to a video that we can launch to see how to go about things.

On the left hand side, we can see the apps in place, along with the ability to launch directly into the different settings areas for them. This is all standard stuff.

The power of App Profile Manager really comes when we’re going into the App Profiles section. Here we can see all of the app profiles that exist in the system. The ones with padlocks next to them are default system ones, which we can’t modify. But the other ones we ARE able to change, as well as being able to set up new ones:

When we open up one that we’ve created, we can see how we can go about customising it. There’s even a handy little visual guide to help users understand what/where each section is:

We’re able to configure the following (per app profile):

Once we’re happy with the setup performed, we then need to assign users to the app profile itself. To do this, simply slick the ‘Assign users’ button on the menu bar:

This will open up the screen to add users to the app profile. We can easily select from existing users, and then associate them to the app profile:

And voila, we’re done!

Users will access the app in the normal way, either through launching it in the browser, or using their bookmarks. When they log in, they’ll be presented with the app profile that they’ve been associated with.

If a user doesn’t have an app profile associated with them, then the default system app profile will be assigned to them, and they’ll see that when they log in.

Note: Although the system doesn’t enforce it, you should ensure to only assign users to a single app profile!

So there you have it. A way to customise the customer service agent experience across a customer, to provide the best interface possible to them.

How could this help you with your own scenarios? I’d love to hear – drop a comment below to share.

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