Dynamics 365 Customer Service

Hi team , we are using Copilot for Customer Service . Currently Copilot Summary will displaying paragraph instead of paragraph if would be possible bullet points so end-users can easily understood the summary.

Our client is expecting hence we wanted to share the recommendation to add the summary bullet points instead of paragraph. Hope this query will be looked in. Thanks in advance.

Hi team , we are using Copilot for Customer Service . Currently the responses that we are getting from copilot are in American English. However we are working with a British clients where several users are interested in getting the responses from British English. we understand that the responses from the copliot detects or uses the UI language.

Hence we wanted to share the recommendation to add the British language pack in CRM languages. Hope this query will be looked in. Thanks in advance.

Under 'Write an email' tab in Copilot pane in Dynamics CRM, when inserting email creation can the font format Century Gothic and size 11 it is very help full for users so user can change accordingly.

If change copilot generated Summary format from a paragraph to bullet points it will easy to understood through bullet points.

There should be an option (Flow or a Button) to allow users to download an email thread in PDF or MSG format from MSD ( feature already available in Outlook). This is very critical as in many cases, emails are considered as supporting documents and needs to be attached in another email. There is no provision given currently to save an email thread as a PDF and attach it in another email as supporting document/attachment.

Currently due to lack of this simple and basic most feature, users are forced to forward the email from MSD to personal email ID, and then save the emails in PDF using their Outlook inbox. This is a very tedious task as it defeats the purpose of maintaining the emails only in MSD server.

The feature "Enable email validation" is in preview since Wave 2 in 2022.

https://learn.microsoft.com/en-us/dynamics365/sales/enable-email-validation

Is it possible to finish the implementation of this feature, so we can use it in Prod.

The default phone call icon next to a phone number field does not work as expected on a conversation records.

If the customer details are being retrieved and shown on a voice conversation record, the call icon next to the phone number field does not start a call via Microsoft Omnichannel. Instead it tries to start a call with the default phone system being set on your pc and here you cannot choose Microsoft Omnichannel.

When using the exact same call icon not directly from a conversation record from the account record it start an omnichannel call as expected. The difference in this behavior is not logical. Whenever using the call icon or clicking a phone number in Microsoft Omnichannel it should always start a call in Omnichannel.

This behavior has been logged via MS Support and has been indicated as "By design".

When using overflow condition to end chats when outside business hours, Dynamics is not saving the chat transcript with the message sent by the customer. In that case it's not possible to read the original inquire from the customer.

It would be great if the system save the message before closing the chat to let agents review customer message and contact back the customer in a different way

Thank you!

It would be great to be able to create a Booking and then set a recurrence pattern (e.g. run each week, each month etc.) If the same resources were kept by default, this and time slot details can all be amended for the recurring bookings - i.e. agent would need to very these before confirming the booking resource.

Hi ,

We're implementing the voice feature using the dynamic 365 customer service + copilot voice bot (classic). Whenever the user initiates the call to the number configured in workstream, the call gets connected to the bot. We are expecting the customer phone number ANI and DNIS in Copilot voice bot self service workflow for specific business usecase scenario. Based on the discussion with MS, currently, the data will be available only after triggering the agent handoff from Copilot studio flow. Hope, this will be considered!!

Thanks in advance..!