Make CIF v 2.0 available without OmniChannel burden
It looks like you have to install the heavy OmniChannel solutions with an expensive Channel license that we do not need; before you are capable of using CIF V 2.0 on a custom build channel. Why is that?
Enhance getEntityMetadata to return specific attributes only
When an onclicktoact event is received (with entityId and entityLogicalName) I'd like to retrieve the PrimaryNameAttribute of the entityLogicalName (let's say contact) so that I can use the PrimaryNameAttribute (fullname) and retrieve this field additionally (regular retrieveRecord API call). I ...
The getEntityMetadata function now accepts an array of attributes which can be used to filter down the data you receive.
- https://docs.microsoft.com/en-us/dynamics365/customer-service/channel-integration-framework/reference/microsoft-ciframework/getentitymetadata
- https://docs.microsoft.com/en-us/dynamics365/customer-service/channel-integration-framework/v2/reference/microsoft-ciframework/getentitymetadata
Thank you for your idea submission.
Ability to cancel a notification programmatically
CIFv2 Notify method allows us to alert the agent about a new incoming interaction. This allows the agent to pickup the interaction. If the interaction is somehow connected, the notification doesn't go away until the toast times out. A good example of this is a call alerting an agent who picks ...
The following API allows to cancel a notification: https://learn.microsoft.com/en-us/dynamics365/channel-integration-framework/v2/develop/reference/microsoft-ciframework/cancelevent
Administrator
Channel Integration Framework v2.0 works with all multi-session apps in Dynamics. With 2020 Wave 2, we've released Customer Service Workspace, a multi-session application that works for Customer Service. This app is supported by Channel Integration Framework v2.0 and does not carry the burden of an Omnichannel license.
You can see supported apps for CIF v2.0 here:
https://docs.microsoft.com/en-us/dynamics365/customer-service/channel-integration-framework/choose-between-versions#channel-integration-framework-version-20
And more information for Customer Service Workspace can be found here:
https://docs.microsoft.com/en-us/dynamics365/customer-service/csw-overview
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/app-profile-manager