Dynamics 365 Customer Service

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 utilizing Copilot in CS to automatically translate KB articles and generate draft translations for linked versions, significantly improving efficiency and consistency in multilingual support.

The current manual process poses several challenges:

- Agents spend considerable time translating content, which could be better utilized on higher-value tasks.

- Variations in translation quality and style can lead to inconsistent customer experiences across languages.

- The need for manual updates to multiple language versions of KB articles increases the risk of errors and delays when parent articles are updated.

Proposed Enhancement:

Enable Microsoft Copilot within Customer Service to automate the translation of KB articles when working with version handling. This enhancement would allow Copilot to generate a draft translation for a linked KB article based on the content of the parent article, thus providing agents with a solid starting point for review and fine-tuning, improving both speed and accuracy.

Automating the translation process would save agents considerable time and help ensure consistency in terminology and style across all versions of KB articles, leading to a more cohesive customer experience in different languages.

Since the wave release 1 2024 the behavior for selecting a queue in a consult action has changed and is not very user friendly.

When selecting the consult action a default queue is being set in the dropdown with queues. As the field is a searchable field it filters the list of available queues based on that value. This means that when an agent want to consult on another queue and clicks (logically) on the field dropdown only the already selected queue is visible. As such it seems like not other queues can be consulted.

The only way at that point is to clear all the text in the field to see the full list of queues which is not very user friendly. All others fields (eg. when search a team user in the consult action) allow you to use an "X"-icon to clear the field and search for something. I would think the same behavior should be at least in place for the queue field. Or even better that when using the dropdown always all queues are available for selection.

I've met an error message while trying to import solution, "solution import fail Error while importing workflow {d9ac5e0b-7dc5-4aae-92ab-e37e3a8faacb} type BusinessProcessFlow name Documenttemplates: Invalid workflow or workflow does not exist."

This error message is just containing the BPF ID, while it should include the workflow ID as well. Having the workflow ID in this error message would be much easier to find the correct workflow to fix. 

Currently, when an agent transfers a call to an external PSTN number, the capacity of agent is immediately freed up. This causes a problem, since even for transferred calls, the agent is usually required to execute wrap up tasks. Lack of wrap up state for such calls is detrimental to productivity of the agent.

With this feature, externally transferred calls will hold agents' capacity for a pre-configured amount of time, allowing time for wrap up activities.

When receiving a WhatsApp message we wish to have a personal approach. The WhatsApp Profile name often contains the First Name of the person reaching out to us.

Therefor we would like this WhatsApp Profile Name to be shown next to the phonenumber on the communication panel.

When we register the customer as a contactperson in Dynamics, the ProfileName may disappear.

Hi Team,

I’m writing to report an issue we've encountered in Dynamics 365 related to hyperlink behavior in Knowledge Base articles.

Here’s what we’ve observed:

Suppose we have two articles—Article A and Article B. In Article A, we include a hyperlink to Article B. Initially, the link works as expected and opens Article B correctly.

However, when a new version of Article B is published (whether minor or major), the hyperlink in Article A continues to point to the older version of Article B instead of the latest one.

We expected the hyperlink to always direct users to the most recent published version of Article B, but that’s not happening. This behavior is causing confusion, especially in environments where articles are frequently updated.

We’d like to know if there’s any built-in functionality or configuration that allows hyperlinks to automatically resolve to the latest version of an article.

Thanks in advance for your support.

After we migrated to Customer Service Workspace, we noticed that "Record Set Navigation" feature is removed from Case entity in CSW app, which was available in UCI or ISH apps.

Business Value:

1. Users can navigate across the records present in sub-grid with a single click, without navigation between tabs/sessions in CSW.

Please refer to the attachment for the same from UCI app.

Currently, the ability to export the unified view has not been implemented. In model-driven apps, exporting is performed as a single operation that requires the use of tools like Power Automate. Therefore, introducing this feature would greatly enhance user convenience.

When you scroll down Cases or Queue Items and open one of them they open in a ne session as expected.

If you go back to "Home" the case overview reloads and your are back at the top of the current items. But not at the place where you scrolled down before.

We need to work also on "older" cases which are not always at the top. Therefore it would be an improvement when we click on "Home" to be at the specific point where we openend the item in the new session and don't need to scroll again.

I'm submitting an idea on behalf of my customer for Dynamics365 Contact Centre (the solution is not on the list so I choose Customer Service instead).

Within D365 Contact Centre, when looking up a contact and when clicking on the Email symbol, a user expects that this will create an Email record in CRM, but instead we have to select an Email provider to perform the sending email action which takes you to an external email client (OS based preferences) and doesn't create a record. To bring the solution in line with modern CRM standards, Contact Centre should have feature of a native/inbuilt email option that creates a record automatically.