Dynamics 365 Customer Service

Customer service workspace provides the option to download the transcript of the closed conversation, but the downloaded transcript does not include customer details (name, email address, phone number etc.) that can be used to call back customer or to identify the customer by reviewing the transcripts.

The data used for the Customer Service historical analytics reports are stored in a Microsoft-managed data lake. Some customers have expressed a desire to pull this data from the reports into their own databases, such as Excel files or their own data lakes.

Currently, there is no way to extract data directly from the reports, requiring users to manually enter the data into their databases. This process is time-consuming and prone to errors.

Introducing a feature that allows customers to access and export data from the reports would be highly beneficial. It would enable customers to efficiently use the data for their business needs, improving overall productivity and accuracy.

Phone call that made from Teams will sync to Dynamics CRM

We have found that the new search which uses Copilot within the Knowledge Article page in Customer Service Workspace doesn't reset the filter to show all records after clicking on the 'X' on the search bar to clear the keyword(s) entered.

It seems that the 'Reset all' button on the search field only shows on certain way of searching. i.e If you type, Status is Draft, the 'Reset all' is visible but if you type 'Draft', you only get the 'X' button which upon clicking only clears the search field but the result doesn't show all the records as it did with the old Filter field on the right hand side.

It would be great if either the 'Reset all' is always showing or 'X' behaves similar to the 'Reset all' button from the search field.

It would also be great if users only type a keyword, i.e. When users type 'Test' in the search field this will show any articles with the word 'test' and this will include articles where the word 'test' is combined with other words i.e. 'Aftest' or 'testing'. At the moment, it seems that the filter will only show articles with the word 'test' in between words or the beginning of the Title. It seems that the functionality at the moment will require user to explain and type more words, i.e. title contains test, to get all articles with the word 'test' whereas the old filter showed all the articles with the word 'test' if users only put 'test' in the filter field which no longer exist as it's been replaced with the Copilot search field.

Thanks,

Jay

At the moment, when sending an email from manually created case, the case in email is in the Regarding field and attachments are visible in the case's attachment control. When a ticket is created from an email (ARC), none of the email chain's attachments are visible in the attachments control. In this case the ticket is in the Related field in the case.

Quickfind search limit to be increased from 10 entities to up to 20 or more.

When issues arise with Microsoft Email services, email mailboxes become disconnected and do not automatically reconnect once the services are restored. This requires manual effort to verify connectivity. Instead, there should be a feature to monitor mailbox connectivity. Additionally, the "Test and Enable" feature in email configuration continues to display a successful status with the last connected date, which can provide misleading information.

 Filter on the conversation status while making use of the Omnichannel Ongoing Conversations dashboard should be available.

Currently, if one quick reply is added and the quick reply option is used to add another reply, the first quick reply gets erased. Agent should be able to add two or more quick replies in the conversation panel.

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