Dynamics 365 Customer Service

When I add one of the solution aware component like a chat channel in a solution, it automatically adds all related components like workspace, workstreams, routing, queues, context variables, operating hours, and other related ones, we need the option to add only components that are required and give the user an option to add all associated components or not to add, similar to how we do for entity components forms and fields, this will be very helpful for the team.

Option to Select Monday - Friday of a Week as the default time frame in D365 dashboard

Hi Team,

Any idea how to customize communication panel .

I want to add custom button inside communication panel and on click of that call js function.

I am attaching the screen shot for the reference where i want to add button.

Please let me know how to add it or it is not possible to add.

Can you allow all opened tabs to show in recent items and not just sessions or anchored tabs? Before the 2406 Monthly Release, the users in my environment were able to see records populate within additional tabs via Customer Service Workspace. Once the release reached our environment this was no longer a thing. That release took away a quick way of navigating that my users really enjoyed.

There should be a slug to show only agent first name only to customers when they are having conversation with customers. Agents are not comfortable to show their last name to customers

Currently, there is no functionality to automatically save the case summary and highlights generated by Copilot to the case database, and no functionality to automatically generate a knowledge draft from the case when the case is closed. Adding these features would improve convenience for users.

Currently there is a way to change the business process for the user using the API Javascript https://learn.microsoft.com/en-us/power-apps/developer/model-driven-apps/clientapi/reference/formcontext-data-process/activeprocess/setactiveprocess. However, this requires the form to be saved and refreshed. It would be nice to be able to dynamically change the business process without having to save and refresh the form.

Current state:

The Elapsed time (min) field on the SLA KPI instances entity keeps data only for the latest Resolve SLA instance. In other words, if we change the priority of the case, that will cancel the previous SLA and create a new Resolve SLA. The pause time that was part of the canceled SLA will be 0 even though when that SLA was still active within that SLA there is a pause time as well.

The idea is the following: We want to have a Cumulated Elapsed time (min) field (which could be called Resolve SLA Pause time (min)) on the case entity that will calculate the cumulative Resolve SLA pause time from all previously inactive Resolve SLAs + the last Resolve SLA when the case becomes inactive. This time will be taken into account for calculating the Failure Time and Waring time of the current active Resolve SLA. This field should be updated each time Resolve SLA is canceled or the case becomes inactive.

Dynamics 365 Customer Service is a comprehensive solution designed to streamline customer support operations and elevate customer experiences. By providing a unified platform for managing customer interactions, this module empowers businesses to deliver exceptional service.

Key features and benefits include:

• Case Management: Efficiently create, manage, and track customer support cases.
• Knowledge Base: Centralize and organize self-service resources for customers.
• Omni-channel Engagement: Interact with customers across various channels (email, phone, chat, social media).
• Customer Insights: Gain valuable insights through analytics and reporting to identify trends and improve service.
• Agent Productivity: Equip agents with tools to quickly resolve issues and enhance customer satisfaction.

By leveraging these capabilities, organizations can improve customer satisfaction, reduce resolution times, and build stronger customer relationships.

We have to close the chat window twice after submitting the feedback which causes inconvenience. Can we please have a feature to close the chat window automatically after submitting feedback.