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Regarding omni-channel live chat, the following article indicates that support cases are automatically populated in the conversation form issue under certain conditions.
https://learn.microsoft.com/ja-jp/dynamics365/customer-service/record-identification-rule
In situations where different support issues are set, the agent has to delete the support case and then re-enter it.
We would like to see this feature turned off or eliminated.
日本語：
会話フォームにおけるサポート案件の自動入力
オムニチャネルのライブチャットについて、以下の記事によれば会話フォームのイシューにサポート案件が一定の条件下で自動入力されます。
https://learn.microsoft.com/ja-jp/dynamics365/customer-service/record-identification-rule
異なるサポート案件を設定する場面では、エージェントは一度サポート案件を削除してから再入力する手間が発生しています。
この機能のオフ設定を可能にするか、廃止することを望みます。
STATUS DETAILS
Under Review
Administrator on 1/29/2024 4:37:41 PM
This can be achieved today by setting an empty string for 'Record Identification' at the workstream level, which will not run any 'Record Identification' for new workitems.
This can be done by running below command using developer console.
fetch([https://%3cOrgURL%3eapi/data/v9.0/msdyn_liveworkstreams(%3cWorkstream%20Guid%3e)%20]https://<OrgURL>api/data/v9.0/msdyn_liveworkstreams(<Workstream Guid>) , {
method: 'PATCH',
body: JSON.stringify({
"msdyn_recordidentificationrule" : "”
}),
headers: {
'Content-type': 'application/json; charset=UTF-8'
}
})
.then()
Currently, there aren't any feature level toggles to disable this.