Enhance the Email Activity Statuses for Improved Collaboration in Customer Service
Enhancing Email Activity Statuses for Improved Collaboration in Customer Service
Background:
In our use of both Customer Service and Omnichannel for Customer Service, we have identified a key limitation in the email activity handling, spec...
Enable customization of automated messages in secondary languages on channel level
Suggestion: Channel-Specific Customization of Automated Messages in Secondary Languages for Omnichannel for Customer Service
Overview:
In Omnichannel for Customer Service, automated voice channel messages can currently be customized on a channel-by-channel basis, in the ...
Leveraging Copilot in Customer Service for KB article translations
Currently, when managing KB articles, agents must manually translate content from a parent article to its linked version. This process is time-consuming and prone to inconsistencies. With the increasing capabilities of AI and automation tools, there is an opportunity to enhance this process by...
Enable conversation summarization on closed conversations
Currently, Copilot in Customer Service allows agents to generate conversation summaries either on demand during an active session or automatically at the end of a conversation. However, once a conversation is closed, agents can no longer generate a summary. This limitation can hinder agents wh...
Case Origin Logic in Quick Create Case Form
Improvement Suggestion for Case Origin Logic in Quick Create Case Form
When creating a new case from an active conversation using the +New Case button, I am directed to the Quick Create Case form. In this form, certain fie...
Channel-Specific File Size Limits for Attachments in SMS
Currently, Dynamics 365 Customer Service allows administrators to set file size limits for attachments through a global system setting. This setting was originally designed for the email channel, where large attachments such as documents, reports, and PDFs are...
Unify Knowledge Sources Across "Ask a Question" and "Draft Email" in Copilot for Service
In Copilot for Service, there’s currently a disconnect between the different knowledge-grounding experiences used in the 'ask a question' and 'draft an email' features:
- When using internal knowledge base articles (from Dynamics 365), these are available in both features.
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