Dynamics 365 Customer Service

The feature "Enable email validation" is in preview since Wave 2 in 2022.

https://learn.microsoft.com/en-us/dynamics365/sales/enable-email-validation

Is it possible to finish the implementation of this feature, so we can use it in Prod.

The default phone call icon next to a phone number field does not work as expected on a conversation records.

If the customer details are being retrieved and shown on a voice conversation record, the call icon next to the phone number field does not start a call via Microsoft Omnichannel. Instead it tries to start a call with the default phone system being set on your pc and here you cannot choose Microsoft Omnichannel.

When using the exact same call icon not directly from a conversation record from the account record it start an omnichannel call as expected. The difference in this behavior is not logical. Whenever using the call icon or clicking a phone number in Microsoft Omnichannel it should always start a call in Omnichannel.

This behavior has been logged via MS Support and has been indicated as "By design".

When using overflow condition to end chats when outside business hours, Dynamics is not saving the chat transcript with the message sent by the customer. In that case it's not possible to read the original inquire from the customer.

It would be great if the system save the message before closing the chat to let agents review customer message and contact back the customer in a different way

Thank you!

It would be great to be able to create a Booking and then set a recurrence pattern (e.g. run each week, each month etc.) If the same resources were kept by default, this and time slot details can all be amended for the recurring bookings - i.e. agent would need to very these before confirming the booking resource.

Hi ,

We're implementing the voice feature using the dynamic 365 customer service + copilot voice bot (classic). Whenever the user initiates the call to the number configured in workstream, the call gets connected to the bot. We are expecting the customer phone number ANI and DNIS in Copilot voice bot self service workflow for specific business usecase scenario. Based on the discussion with MS, currently, the data will be available only after triggering the agent handoff from Copilot studio flow. Hope, this will be considered!!

Thanks in advance..!

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There is an obligation of financial services in UK to provide feedback through the perspective of the investor.

NT needs to provide evidence that Investors receive good service.

At the moment NT has limited investor feedback

I have suggestion (idea) for the setting on Dynamcis 365 Costomer Service.

During the voice call whenever customer is telling sensitive data like SSN info or Credit card information data is not getting masked like it happens in the chat.

Data is not getting masked in the voice recordings as well.

There is a known issue on a few limitations when emails are received by a mailbox that is part of a DL, the following functionalities do not work as expected:

1. Case emails will not be created.

2. Corresponding case will not be reactivated.

3. Auto sharing of email will not happen, when the received email sent from the parent case. 

Can this be added to the list if not already discussed with the MSFT Engineering Team .Thanks

We have built menus and submenus that user can select when using the live chat widget. These menus are presented when user is interacting with the bot/pva only.

The challenge is that when user selects some of these menu options, it is triggering sentiment notifications to agents and supervisors even before the chat gets transferred to an agent.

We would like this to be configurable, i.e. disable/enable sentiment notifications when user is interacting with a bot/pva.