Dynamics 365 Customer Service

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I am following document to configure the PCF: Create a model-driven app dataset component in Microsoft Dataverse - Power Apps | Microsoft Learn

I have deployed the sample code (with small extension) into sub grid (on form) and a sub grid (on dashboard). It works find in main form's subgrid, however, command bar is missing in dashboard's subgrid. I have confirmation from Product team that the missing command bar when using PCF in sub grid on dashboard is not supported at the moment. However, I think this is a helpful feature and cds-data-set-options should be supported on dashboards.

At the moment Dynamics 365 Customer Service Workspace portion provides some information related to Subscriptions + Usage portion that can be found on CMAT but I believe it should include more, like perhaps, status of customer subscription (ACTIVE OR ENABLED VS WARNED/FRAUD) That would improve employee performance. Also, it could include the type of payment the customer is currently on and the specifics of their offer type.

Introduction: Microsoft Dynamics 365 Customer Service offers robust capabilities for managing customer interactions and leveraging knowledge bases. The integration with SharePoint through the Knowledge -> External Search Providers feature is invaluable for accessing documents.  

However, the current limitation of filtering documents based solely on the user's Personalization Settings language poses challenges, especially in multi-language environments. This proposal outlines an enhancement to introduce a language filter option for document searches. 

Problem Statement: Currently, when connecting SharePoint to Knowledge -> External Search Providers in Microsoft Dynamics 365 Customer Service, the search results are restricted to documents in the same language as the user's Personalization Settings. This restriction can be problematic in scenarios such as: 

• When a document is not yet translated into the user's preferred language. 
• When using other tools or services for translations. 
• In multi-language companies or regions where users may need to access documents in various languages. 
• When users know specific documents exist but cannot find them due to language-based search restrictions, leading to frustration and inefficiency. 

Moreover, even though there is currently a box to untoggle English, this option does not influence the search results, further limiting the ability to find necessary documents.

This limitation can hinder the efficiency and effectiveness of customer service representatives who need access to specific documents, regardless of the language setting. 

Proposed Solution: Introduce a language filter option in the External Search Providers configuration for SharePoint. This feature would allow users to: 

• Specify the desired language(s) for search results. 
• Toggle between searching in the user's Personalization Settings language and other available languages. 
• Enhance the search functionality by providing a drop-down menu or checkboxes to select multiple languages if needed. 

Benefits: 

• Improved Accessibility: Users can access relevant documents irrespective of language barriers, ensuring they have the necessary resources to resolve customer queries efficiently. 
• Enhanced User Experience: Users have the flexibility to customize their search preferences, leading to a more personalized and productive experience. 
• Support for Multi-Language Environments: This feature is particularly beneficial for organizations operating in multi-language regions, enabling seamless access to knowledge bases across different languages. 

Conclusion: The proposed multi-language document search filter enhancement for Microsoft Dynamics 365 Customer Service - Copilot's integration with SharePoint addresses a crucial need for improved document accessibility. By implementing this feature, Microsoft can significantly enhance the usability and flexibility of its customer service platform, catering to a diverse, global user base. 

We would like the ability to utilize faceting within the CS app. This would enable us to customize the Search experience for call center agents to include user-based filtering and provide a modern search experience. To take it a step further, a "Power Page" specifically for the CS App would extend the benefits and user adoption of the CS app.

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The first wait time for calls is not accurate and does not take into account flush delays. We need to be able to view the most accurate wait time directly from the Omnichannel application and conversation entity. This would need to display wait time including the bot as well as wait time excluding the bot.

Hi,

I'm not able to hide Untrack (Out of the box) option once Tracked Regarding is completed in Email Dynamics CRM, can you please help me in this.

I've come to create an idea for the Dynamics 365 (CRM) onpremise server and there is no specific category for it. That doesn't look right since even though onprem is not so popular as it once was, there are still some very large customers using it and they shouldn't be ignored.

When a task is changed to a later date, the scheduled start date also needs to be changed. Right now we're experiencing problems when using the Calendar view of activities because the tasks are shown over several days if we reschedule the task to a later date.

For us this is a great problem and we can therefore not use the Calendar view in CRM.