Dynamics 365 Customer Service

The new Case Handling Time Widget is currently limited to the out-of-the-box Customer Service Workspace Model Driven App. Microsoft have confirmed that there are currently no plans in place to make this available to custom Multi-session Model Driven Apps. This should be universally available for use within any custom Case based multi-session app. I am not able to use it because we don't want to customise the out-of-the-box version of Customer Service Workspace and I cannot add it to my own version of that App.

Dear Colleagues,

I hope this message finds you well. I am writing to propose an enhancement to our current process regarding the delegation of specific tasks from human representatives to AI agents.

In our existing workflow, when a human representative delegates a task to an AI agent during a conversation, the ongoing dialogue between the client and the representative is automatically ended. However, there are several scenarios in which it is imperative for the client to continue communicating with the same human representative, despite an interim interaction with the AI. This continuity can improve the overall customer experience, particularly in sensitive or critical interactions.

Use Cases

1. Authentication: In cases where authentication is necessary, it is preferable to have the Interactive Voice Response (IVR) system perform the authentication task. This ensures that sensitive information—such as passwords—remains secure and is not exposed to human representatives.
2. Pre-Interaction Notifications: There may be situations where clients are required to listen to an important automated message before proceeding further. In such scenarios, after the client accepts the message, the conversation should immediately continue with the same human representative who can provide subsequent guidance and support.

The core of the proposal is to prevent the transfer of further conversatins to the AI agent once a task has been delegated, or at least to ensure that the agent’s capacity profiles are not exceeded while the client is still engaged with the system. Instead, the conversation should be seamlessly redirected back to the human representative, thus preserving continuity and ensuring a consistent customer experience.

Thank you very much for your attention to this proposal. I welcome any further discussion or feedback regarding this matter.

When a case correspondence includes links, sometimes the linked text loses it link when it is re-arranged by the Generative AI during "Propose New Knowledge".

For example, the answer to the customer may have included something like "click here to download the software update", hyperlinked, but the GenAI removes the hyperlinks but still includes that text. I have a specific example of this happening in our production environment but I cannot share it.

Search Insights is limited to supplying Search Terms, user behavior, and relevance ranking for only the Knowledge Search component. Dataverse search is much more 'modern' yet the interaction with Dataverse/Global search at the top of the screen in D365 is not logged anywhere. This seems like a huge gap that should have been accounted for before deploying the feature. It is critical to be able to see what users search for and the detail of the results. Overall, there is limited transparency into how search results appear in a list by user. We know 5 people can search the same term yet get a different order of results. The details on how that order is provided needs to be documented as it is for other (knowledge) search platforms.

TLDR: Implement logging of Dataverse Search with at least the same metadata/analytics provided using the Knowledge Search component.

HI Dynamics Team,

Hope you are doing well,

This is in regard to Dynamics workflow where I could notice, we could not drag and drop the emails between To and Cc, where in outlook we had that option and it simplifies our work. email which already pulled in TO and if we want to put in Cc list and Typing same manually it's like non value work for us. Please consider this and work to fix this issue by having drag and drop option of emails.