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Configure Profile Layout

Note

This tool is available by default on the following MCP servers: Dynamics 365 Customer Service. The tools and examples in this documentation illustrate current capabilities. Tool names, descriptions, parameters, response formats, and available functionality can change over time.
When you build agents, integrations, or orchestration logic, don't hard-code dependencies on specific tool names, parameter structures, tool metadata, or response schemas. Instead, design your solution to discover and use available tools at runtime.
As the platform evolves, Microsoft might add, remove, rename, or modify tools and tool metadata. Designing against capabilities rather than specific tool identifiers helps maintain compatibility across service updates.

Use this capability to customize how the Service Agent displays information for agents assigned to a specific Application Profile.

What it does

The assistant saves a layout configuration scoped to a specific Application Profile. This allows you to create different layouts for different agent tiers. For example, L1 support agents might see a simplified case grid, while L2 agents see additional technical columns.

Profile configurations override org-level configurations for agents assigned to that profile.

Try prompts like

  • "Set up a different case grid for L1 agents"
  • "Add the escalation column for Tier 2 agents"
  • "Configure the case form for the premium support profile"
  • "Customize the timeline for L1 agents"
  • "Save a profile-specific layout for this application profile"

What you'll see in chat

The assistant confirms which profile configuration was saved, including the profile, entity, configuration type, and a summary of the changes.

Helpful tips

  • You need the Application Profile GUID when saving profile-scoped configurations.
  • Profile configurations take precedence over org-level configurations.
  • Use browse_agent_config_options with scope: profile to discover available options.
  • Use list_profile_configs to review what configurations are active for a profile.

What happens next

  • "Show profile configurations" to verify what's active
  • "Remove the profile customization for cases" to revert
  • "Set up the org-wide layout" to create a baseline all profiles inherit

Does this change data?

Yes, this can change data.

Prerequisites

This tool requires the following:

  • System Administrator or Copilot Service administrator role

Tool summary

Property Value
User-facing name Configure Profile Layout
Internal tool name save_profile_config
Purpose Creates or updates an agent configuration scoped to an Application Profile

Tool behavior

Creates or updates an agent configuration scoped to an Application Profile. Use for tier-specific customizations where different agent groups need different layouts (e.g., different grid columns for L1 vs L2 agents, different form sections visible per profile).

Annotations

Annotation Value Meaning
readOnlyHint false This tool modifies data.
destructiveHint false Creates or updates configurations without deleting existing data.
idempotentHint true Saving the same configuration twice produces the same result.
openWorldHint Not set Uses default.

Input concepts

Profile ID

Input Description Required
profileId profileId (UUID string, required). The msdyn_appconfigurationid of the target Application Profile. Yes

Target entity

Input Description Required
entityLogicalName entityLogicalName (string, required). The entity to configure (e.g., incident, account). Yes

Override type

Input Description Required
overrideType overrideType (string, required). Configuration scope prefix: resolution, grid, form, form-section, form-select, form-type, timeline, lookup, picklist. Yes

Target ID

Input Description Required
targetId, * targetId (string, defaults to *). A specific view or form GUID, or * for entity-wide. No

Patches

Input Description Required
patches patches (array, required). Ordered array of patch objects discriminated by type. Yes

Display name

Input Description Required
name name (string, optional). Human-readable name for this configuration. No

Response and UI behavior

Response type

Text-only

No interactive component is rendered. Returns confirmation with the scope key, patch count, and effective configuration summary. The response also includes propagationDelayMinutes — the estimated time for the changes to take effect for users assigned to this profile.

Routing notes

Use save_profile_config when:

  • The user mentions a specific Application Profile, agent tier, or APM
  • The customization should apply to a subset of agents (not all users)
  • The user has a profile ID from browse_agent_config_options or a prior response

Don't use save_profile_config when:

  • The customization should apply to all users. Use save_agent_config instead.
  • The user wants a personal preference. Use save_user_prefs instead.
  • You don't have a profile ID. Use browse_agent_config_options to list available profiles.
Tool Relationship
list_profile_configs Lists existing profile-level configurations
delete_profile_config Removes a profile-level configuration
save_agent_config Saves configurations at the org level (all users)
browse_agent_config_options Discovers available profiles and configuration options

Data mutation classification

Write.

Creates or updates an agent configuration scoped to an Application Profile. Affects all agents assigned to that profile.

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