Dynamics 365 Customer Service

Changing security roles requires system administrator privileges.

・Authority to change departments

・Team change authority

・Permission to change security roles

System administrator privileges are too powerful to create a security role with such limited privileges.

Being able to flexibly manage the operational privileges of security roles will improve user convenience.

Issue: Originally "Recent" and "Pinned" in the Omnichannel app were not supported and we were not sure if Microsoft wasn't planning to introduce the feature on their end. We found recently that these are now available. "Pinned" is working well but "Recent" doesn't seem to update as frequently as it works in the Customer Support app.

We wanted to understand if there’s a specific reason as to why the sub-tabs cannot be recorded in the Recent section on the left navigation panel. Although Microsoft supports multiple Anchor tabs, here at Commvault, our CRM configuration is more focused on 1 Anchor tab and sub-tabs that are opened underneath it.

Getting the sessions recorded under the Recent tab for sub-tabs opened is something that we are potentially interested in and that’s why we would like to understand if it is something that might/might not come up in future releases.

Response from the Microsoft Engineer:

"Note: Entity records opened as 'anchor tab' will be included in the list of 'Recent' in the SiteMap. Entity records opened as 'additional tab' in a session will not populate the list of recent."

We have an issue that when enable masking rule in email/mobile phone, when customer provide these information in bot session, system replaced these information with ### character, even bot couldn't read it, so it stuck in that step and customer can not go to the next step in scenarios.

Issue: these information is replaced with XXX character, our expectation is that system will keep the value, only cover the information on the UI, so the bot can read it and go through next step of Topic.

Solution:

1: the ideal solution is system keep the value, only cover the information on the UI, PVA can read information and go through next step.

2: Or, the masking rule only works in agent session, not work in bot session, so PVA can read it.

In the Digital Contact Center, when using the out of the box button "New Case" on the Conversation form, a Case is created with Case Origin set to "Web" by default. Even though the Conversation Channel is "WhatsApp" for example. We now use Custom JavaScript to map the conversation channels to the correct Case Origin.

It would be great to be able to map the Channel of the Conversation to the Case Origin in the (Copilot) Customer Service Admin Center to have this feature out of the box available instead of needing custom JavaScript.

By design, the option "can have a contact e-mail" is not available on the Incident table. For GDPR purposes, we would like to be able to send the e-mail to the incident in stead of to the account or contact if they do not want that we store their e-mailadress on the account or contact.

Hello,

Our team has noticed that closed conversation transcripts load slowly, and can take a very long time to load long conversations.

The act of switching tabs to perform other tasks (while waiting) 'resets' the loading as well, making reviewing long conversations very tedious.

Would it be possible to enhance closed conversations transcripts in a way so they do not need to load line by line, and not reset the load progressing if attempting to multi task? Thank you.

Current Issue:

In Microsoft Dynamics 365, the Case Priority column is currently sorted alphabetically instead of following a logical priority order. This leads to unexpected sorting results such as:

• Ascending Order: High → Low → Normal
• Descending Order: Normal → Low → High

This behavior does not align with the standard business expectation, where priority should be sorted logically as:

• Ascending Order: Low → Normal → High
• Descending Order: High → Normal → Low

Proposed Solution:

Introduce a logical sorting mechanism for the Case Priority column by implementing custom sort ordering instead of relying on default alphabetical sorting.

In the macros action step "Open a new form to create a record", we want to know about the slug/ parameter to get the agent Id who is current user Id. We need the agentId or userId to run query to retrieve fields from SystemUser entity.

I have tried using the session context variable anchor.agentid or anchor.userId , unfortunately it does not work.

This script to create an Account during a Whatsapp conversation.

We have checked in the development tool (F12) with this command: Microsoft. Apm. getFocusedSession. getContext but no session variable agentid there.

Microsoft Product team confirmed anchor.agentid doesn’t exist and it’s not documented, so it won’t work.

They only have anchor. parameters for the parameters that exist in the entity (for entity sessions) or from the parameters created by the provider.

So, I am filing a feature request in Ideas portal as MS suggests.

When creating an app with Dataverse for Teams, "Created By" and "GUID" are not available as standard columns in the table columns in Common Data Services Default Solution.

Like tables in model-driven apps, "author" and "GUID" appear as standard columns in table columns created with Dataverse for Teams, improving user convenience.

Currently, if enabled, Copilot panel will automatically display occupying part of the window on Customer Service Hub, when opening cases. The idea would be to allow this to be configurable, so as customers we should choose if this should be displaying by default, or closed by default