Dynamics 365 Customer Service

there is an issue when we want to extend dynamics 365 with a workflow that call an action, and the action has an entity reference output field.

in cases where the output entity reference field is null, the calling workflow crashed.

this is a known issue.

the idea is that when the workflow get's a null entity reference from action, it will treat it as a null field and will not crash

Hi all,

channels like whatsapp allow you to close automatically the chat conversation after an amount of time. When the conversation is automatically close, there is no way to inform the customer. We ask to add new trigger message to inform the customer that the chat is closed

Global Search 'Filter' side pane is closed/minimize by default. As a result, some users are not aware there is an option to filter global search result.

We would like to make the Video call screen bigger of the Agent side as they need make the video bigger for work purposes.

We would like the agents to blur or change the background when they are in a videocall.

This would simulate how Teams works with the background and blur options.

We need the abilty to configure the inbox to show conversation only by online chat or only by voice call or by social media channel. Currently all conversations regardless of whether they are chat or voice or social media are shown in one "folder". Agents need to be able to focus on one particular channel subset during the day e.g. only deal with chat during heavy traffic on that channel even though they may be enabled for chat and voice channels. This ensure better response by agents pro-actively managing the inbound traffic.

We have an old custom entity having schema name (path_bdintakerequesttracker) is more than 23 characters which is not allowed to add into knowledge management. if schema length will be increase then I will add my entity into KM.

Or else I need to create new entity and add all customization and all logic need to take care, which is big task and time consuming. If length will be increase it will take hardly 2min to add.

Can you please take this idea and help me for adding such entity into knowledge management.

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.

Current situation: An agent who's chatting with a customer and accepts during that conversation an additional chat request, (s)he is directly direct to the new incoming chat altough (s)he was busy with the initial ongoing one.

It would be better if agent can accept a chat & stay on ongoing conversation.