Dynamics 365 Customer Service

We have an issue that when enable masking rule in email/mobile phone, when customer provide these information in bot session, system replaced these information with ### character, even bot couldn't read it, so it stuck in that step and customer can not go to the next step in scenarios.

Issue: these information is replaced with XXX character, our expectation is that system will keep the value, only cover the information on the UI, so the bot can read it and go through next step of Topic.

Solution:

1: the ideal solution is system keep the value, only cover the information on the UI, PVA can read information and go through next step.

2: Or, the masking rule only works in agent session, not work in bot session, so PVA can read it.

When an email is synced to dynamics 365 using dynamics 365 app for outlook, the to, bcc, cc fields are auto-populated based on the email search table created by dynamics 365 automatically. There is no option to specify the table that should be considered for resolving the emails. An option to select the table added to the system settings will help many customers.

Currently, the ability to export a unified view from multiple screens has not been implemented. Implementing the feature to export a unified view directly within model-driven apps would greatly enhance user convenience.

By design, the option "can have a contact e-mail" is not available on the Incident table. For GDPR purposes, we would like to be able to send the e-mail to the incident in stead of to the account or contact if they do not want that we store their e-mailadress on the account or contact.

Hello,

Our team has noticed that closed conversation transcripts load slowly, and can take a very long time to load long conversations.

The act of switching tabs to perform other tasks (while waiting) 'resets' the loading as well, making reviewing long conversations very tedious.

Would it be possible to enhance closed conversations transcripts in a way so they do not need to load line by line, and not reset the load progressing if attempting to multi task? Thank you.

On the Omnichannel Historical Analytics dashboard, there are several metrics for minutes and seconds that show in a format that is not immediately usable.

For example. Average Session Time (min) might show as 3.5 when it means 3 minutes and 30 seconds. So the user has to do the calculation to work out what the .5 of a minute means.

The suggestion is to change the format of the minute metrics on the Omnichannel Historical Analytics Dashboard so that they are formatted as 00:03.30 

This would save the user from initially thinking that 3.5 means 3 minutes and 50 seconds (but then they spot that some of the metrics show 3.9 and they realise that 3 minutes and 90 sections is not a thing!) and then having to do the calculation to work out what .9 of a minute is to know the correct seconds.

In the macros action step "Open a new form to create a record", we want to know about the slug/ parameter to get the agent Id who is current user Id. We need the agentId or userId to run query to retrieve fields from SystemUser entity.

I have tried using the session context variable anchor.agentid or anchor.userId , unfortunately it does not work.

This script to create an Account during a Whatsapp conversation.

We have checked in the development tool (F12) with this command: Microsoft. Apm. getFocusedSession. getContext but no session variable agentid there.

Microsoft Product team confirmed anchor.agentid doesn’t exist and it’s not documented, so it won’t work.

They only have anchor. parameters for the parameters that exist in the entity (for entity sessions) or from the parameters created by the provider.

So, I am filing a feature request in Ideas portal as MS suggests.

When creating an app with Dataverse for Teams, "Created By" and "GUID" are not available as standard columns in the table columns in Common Data Services Default Solution.

Like tables in model-driven apps, "author" and "GUID" appear as standard columns in table columns created with Dataverse for Teams, improving user convenience.

Currently, if enabled, Copilot panel will automatically display occupying part of the window on Customer Service Hub, when opening cases. The idea would be to allow this to be configurable, so as customers we should choose if this should be displaying by default, or closed by default

Dear Product Group,

we have tested the DCC Microsoft Companion App and would like to share our feedback, including some suggestions for future improvements.

Advantages:

- The Companion App always stays in the foreground, which is highly convenient for our daily workflow.

- Speaker settings are preserved between sessions.

Missing Features / Significant Limitations:

1. The app always requires an interaction by the user within the internet browser to establish a connection or to answer an incoming call. If the browser is minimized and windows/browser notifications are not configured properly, the user will not be notified about an incoming call. It the comanion app would recognize the incoming call and ring/notify the user accordingly, this would prevent missed calls.

2. If the browser crashes or is closed, the call can continue - this is good because the call can be finished. But the agent remains marked as "Busy" (red status) even after ending the call in the companion app.

3. After closing the browser, there is no way to re-access or manage the ongoing conversation from within the Companion App.

Feature Requests:

- We would highly appreciate it if the Companion App could receive incoming calls directly and allow us to accept calls without needing the browser.

- It would be very useful to be able to open and view an ongoing conversation directly from the Companion App—especially after the browser window has been closed.

- In general, we would appreciate if the Companion App could work independently from the browser for handling calls and conversations.

We hope these points support you in further developing the Companion App. Please let us know if you require any additional information or clarification.