Dynamics 365 Customer Service

As per the current application behavior, when an agent wants to transfer a call to a Teams call queue or auto attendant, the agent is able to look up either one of those contacts but unable to transfer a call to one of a Teams call queue or auto attendant. Instead they have to manually enter a number in a separate tab. It would be helpful for the agent to be able to select the contact, rather than having to manually enter this phone number to improve efficiency and effectiveness of transferring phone calls.

Product: D365 CRM (Property plus)

Category: Sharepoint Document

Request: Provide configuration for Opening a document with Word Online or Word Desktop App

As-is: Default to open in Word online, cannot open default by word desktop app

Reason: Word online has product issue on accept/ reject track change for a document with > 10 pages, and content cannot display correctly.

Hi Team,

Kindly allow create case option during ongoing live chat as well whenever agent generates Copilot conversation summary as it will helps agents to create case during live chat.

Thank you!

In customer service scenarios, agents often need to input product or spare part numbers to visiting users, and they use the *text* format. Directly making it bold results in the product or spare part numbers not being accurately conveyed, impacting service quality.

Currently if you assign the OOB omnichannel security roles via entra/owner teams you can open customer service workspace however none of the functionality works and you cannot accept calls etc.

It would be great if we could get this working as we have to currently manually assign the roles to each person individually rather than being able to make use of teams.

Lead isn't currently searchable in Co Pilot as a opposed to the Dynamics Outlook app where it is. Seeing as Lead is one of the primary Sales entiites can this be added as a searchabler/linkable record in Sales Co Pilot for Outlook please

As an admin/analyst/supervisor I would like to access the CoPilot generated summaries in bulk in a dataverse table for future analysis. Currently only an agent can see the generated summary and they can copy the text. Instead of the agent manually copying each summary and pasting in a shared table, it would be much more helpful is this was automated.

Thank you

The following tables does not expose the fields

Fields :

1. CreatedOn
2. CreatedBy
3. ModifiedOn
4. ModifiedBy 

Tables :

1. attribute
2. attributeimageconfig    
3. canvasapp          
4. entity            
5. entityimageconfig     
6. entitykey          
7. entityrelationship     
8. optionset          
9. ribboncustomization
10. systemform         

For example, when you make "select * from entity", using Sql4Cds, you cannot obtain these fields

Users often need to navigate through various sections using the timeline feature on the case form, and once they open a case activity record and click the "Go Back" button from the activity form, the case form reloads on the top, causing them to lose their current scroll position. It'd be convenient for the users if the scroll bar can be retained to previous scroll position when "Go Back" button is clicked on any of the case activity form. 

The Record identification rule is configured as Fetch XML in the column "msdyn_recordidentificationrule" in table "Workstream" (msdyn_liveworkstream). As a key user, I want to configure this rule for my workstreams as part of the Customer Service Workspace Admin application.

Note:

this rule needs to be updated in case you like to concider a second phone number to identfy your inbound calls.

Users or key users can't manage the configuration of record identification rules themselves, a user interface could solve this problem.