Dynamics 365 Customer Service

I would like Copilot Studio agents to support Zip files as data sources. In Teams Copilot, it is possible to add Zip files to the context and confirm that it can understand the internal structure and provide appropriate responses.

When trying to implement similar functionality with Copilot agents, it is not possible to create an agent because Zip files cannot be registered as knowledge. I would like Zip format to be supported in the future.

If I can implement registration in Zip file format, I will be at a level where we can fully introduce it to our customers as a business.

I would like you to consider the above improvements. Since Docs are internally Zip files, I think the implementation itself is not difficult.

Also, since the creation of agents is done by internal users, I think the security risk is low.

Thank you for your efforts, it will accelerate our business.

It would be beneficial to be able to edit the Voicemail form. We would like to at least add fields there to edit owner and customer faster than from top right corner menu. Perhaps other things would be useful too but those two came to mind for now.

Currently Voicemail entity form Information is read only and non-customizable.

Based on the record type, with case, we can target a text field that will get append automatically into the KA search box. However, the success rate is about 60% to 70% when creating the case for the first time (after closing the case and accessing it again, the function works properly).

For my customer, it's confusing for their business users as in the morning, there will be a dedicated person who creates and routes the case to the queue. Missing this bit in the search box requires they to manually insert the text into that box, increasing the workload.

In the future, please consider enhancing this logic.

Currently, there is no feature that allows migrating environments without changing the production environment’s URL to prevent any service or operational downtime. Adding this feature would greatly enhance convenience for users.

Environment: Customer Service Hup Apps.

Information:

In the Customer Service Admin Center, navigate to Case Settings → Other Settings. Ensure that the Resolve Case dialog box is set to 'Customizable Dialog'.

In the Customer Service Hub application, go to the 'Cases' section and select a record. Click the 'Resolve Case' button in the ribbon to open the resolution window. Next, the user clicks on the 'Open in New Tab' button, enters the required data, and selects 'Save and Close'. However, this action returns the user to the resolution window, requiring an additional click on 'Save and Close' or 'Close' to complete the process.

Issue: 

When opened in a new tab, the user enters the required data and selects 'Save & Close.' However, this action redirects the user back to the resolution window. After selecting 'OK' or 'Cancel,' the user is returned to the resolution window. However, the previously entered information is not reflected in the window.

If the resolution window is closed without adding data, the record appears only once in the timeline. However, if the user mistakenly enters the data again, a duplicate record is created in the timeline, leading to confusion.

Idea: 

To remove/hide the 'Open in New Tab' button from the Case Resolution window for the 'Customizable Dialog' box style set in the Customer Service Admin Center.

Business Value:

Improved decision-making, enhanced trust in the system, UI experience, time efficient.

Large emails aren't rendered completely in the timeline, which cause the user interface showing only a part of it.

Please improve the timeline backend so all the emails are rendered correctly for better user experience.

Currently, the Omnichannel chat does not have the ability to quote reply, similar to the Teams chat feature. With the availability of persistent chat, a long conversation can be quite hard to narrow down the original message without a quote reply, making both parties have to scroll up and down mid conversation can be distracting.

Currently the Copilot Knowledge Creation only considers out of the box activity types (appears to be emails, notes) as well as text fields on the case.

Can we have a feature so that we can customize what activity types it looks at?

for example, we have a custom activity entity for tracking forum replies, which contains the deep technical knowledge we'd want to include on the Knowledge Article but today "Propose New Knowledge" ignores that.

When creating a new email and the user has an Email signature, the signature appears 4 lines down from the top line of the rich text area. Please move this up to have only a single line of space. Some CRM users don't just use the email signature as a signature. Some users like to have other default text and then these extra spaces require the user to manually removed the top 4 lines on each email.

Reference: support ticket TrackingID#2504180050001594

We have escalated the issue and collaborated with our Product Group team to investigate the cause of the extra spaces appearing in the email signature when replying to emails. After thorough validation in both RTEv1 and RTEv2 (Rich text editor), we confirmed that the additional spacing occurs consistently in both versions. Upon further investigation, we found that this is expected behavior.

Since the output from the Copilot Studio agent is in markdown format, line breaks and indentation are lost when chatting within the Dynamics 365 Customer Service work stream.

The issue arises because Dynamics 365 Customer Service outputs the received string as-is when it contains markdown syntax.

(In demo chats with Copilot Studio, line breaks and indentation can be confirmed.)

(When the Copilot Studio agent outputs HTML code, line breaks and indentation can also be seen in Dynamics 365 Customer Service.)

Due to the significantly poor readability of the responded chat content, I propose the following:

• Improve compatibility with Copilot Studio within the Dynamics 365 Customer Service work stream so that line breaks and indentation are displayed correctly.