Dynamics 365 Customer Service

Background: Currently, reports in PPAC require manual selection of time intervals before downloading. Due to business analysis and environmental health monitoring needs, specific monitoring of the usage of active users in the environment is required. Manually downloading hourly reports for final summary analysis is inefficient.

Suggestion: We hope to open an API interface to automatically obtain reports within the required time.

The goal is to be able to do the same in LCW => something like:

adaptivecard sent by PVA :

{

  "type": "AdaptiveCard",

  "version": "1.0",

  "actions": [

   {

    "type": "Action.Submit",

    "id": "clickMe",

    "title": "Click me!"

   }

  ]

}

On website client side with LCW 2.0:

window.addEventListener("lcw:onExecuteAction ", function (action) {

})

The goal if this feature is to be able to send an event (like invisible message with payload) from agent during chat conversation.

This event should be catch with addEventListener browser Javacript command and get object as parameter like:

window.addEventListener("lcw:onReceivedEvent", function (event) {...})

with event = { type : "eventName", payload : json object }

With this feature. it will be possible to extend client side capability to call website API for instance.

One of my customer want to deploy LCW in there eCommerce website and allow CSR to add product of website in customer cart.

.

It would be great if Microsoft can build a solution to host CRM inside Twilio iframe

Custom Messaging APIs might not be the most suitable category, but I just haven't found a better option. We have performance problems with Dataverse plugins in general, so it doesn't fit into any category.

Some of our plugins fail with such an error (Operation not allowed as plugin execution exceeded maximum allowed time), which makes us think that there is some undocumented limitation about how many times/how frequently can a certain plugin be executed. It is definitely NOT the 2-minute execution timeout limit (System.TimeoutException: Couldn’t complete execution of the xxxx plug-in within the 2-minute limit), which we are well aware of.

Our plugin does nothing time-consuming, plugintracelog.performanceexecutionduration constantly stays below 100 msecs. We haven't experienced it in most environments, but have a single customer who is running a contact centre with ~700 agents and several thousand phone calls get created each day. We have a few plugins hooked up for - amongst others - the create message of phonecall and connection entities, this is where (so far) this problem came up.

As a workaround, we ported the affected plugins to a CodeActivity with no other code changes and added to a synchronous workflow, triggered on the same event. There is no error anymore, so the problem is definitely not in the code (these are rather simple plugins).

This problem came up during the daily operation of this high-volume customer, but we could reproduce it when migrating large amount of data, with the plugins enabled.

I had a conversation with support, they suggested to submit the problem here.

So there should either be

• a clear documentation on performance limitations of plugins, and/or
• these limitations should be revised because are causing problems in case of high-volume scenarios.

We do understand that there has to be a limit on how many times a plugin can be executed, but it should be somehow tied to the number of user licenses, to avoid problems in high-volume environments.

Problem: the Duration value could be changed wrongly without any warning or control when the user type text in the Duration field by mistake (very particular scenario). Then user leaves the Form without realizing the duration was updated by the system to something different

Here 3 scenarios where I change intentionally the Duration field (initially as "2 Hours") with some text (in the middle, next to the number of hours, next to the label “hours”), and it seems this problem happens in one specific scenario

1. Duration field with text in middle --> the Duration is corrected back to 2 hours value

2. Duration field with text in next to the number of hours  --> the Duration is corrected back to 2 hours value

3. Duration field with text next to the label “hours” --> the Duration is wrongly changed to 2 minutes value

I'm aware that there is a mask feature to cover the sensitive information, however this feature is currently flawed and not as robust. e.g. if credit card numbers are not read in one go, the numbers won't be masked.

When the numbers are masked in the transcript, they won't be in the voice recording.

Please implement a better feature to cater this requirement.

Thanks

Joseph

Case

In CRM, a user creates an appointment with several contacts that have the same email address. eg husband and wife are using a generic email address

The appointment is synchronized to the agenda in outlook of the user.

Problem

When SSS synchronizes back the appointment from outlook to CRM one of the contacts will be removed from the appointment in CRM what not the purpose is

By Design Behavior

If the appointment is created with multiple attendees that have the same email address, it will sync to Exchange as a meeting with a single attendee. 

When the meeting is synchronized back to Dynamics 365, it will appear as a meeting with a single attendee as the email address is a unique identifier which is the same for all contacts. This is to avoid multiple emails/appointment invites that are sent to the same email address. 

Ask

Can we have a design change where both the attendees, regardless of having the same email address appear in Outlook & Dynamics 365?

As an agent I would like to find a correct quick reply by using a searchterm which searches for a hit in title, text or keyword.

If the searchterm is currently not in the title or text or filled with a #prefix it will not be found :(