Dynamics 365 Customer Service

Currently, when managing KB articles, agents must manually translate content from a parent article to its linked version. This process is time-consuming and prone to inconsistencies. With the increasing capabilities of AI and automation tools, there is an opportunity to enhance this process by utilizing Copilot in CS to automatically translate KB articles and generate draft translations for linked versions, significantly improving efficiency and consistency in multilingual support.

The current manual process poses several challenges:

- Agents spend considerable time translating content, which could be better utilized on higher-value tasks.

- Variations in translation quality and style can lead to inconsistent customer experiences across languages.

- The need for manual updates to multiple language versions of KB articles increases the risk of errors and delays when parent articles are updated.

Proposed Enhancement:

Enable Microsoft Copilot within Customer Service to automate the translation of KB articles when working with version handling. This enhancement would allow Copilot to generate a draft translation for a linked KB article based on the content of the parent article, thus providing agents with a solid starting point for review and fine-tuning, improving both speed and accuracy.

Automating the translation process would save agents considerable time and help ensure consistency in terminology and style across all versions of KB articles, leading to a more cohesive customer experience in different languages.

Since the wave release 1 2024 the behavior for selecting a queue in a consult action has changed and is not very user friendly.

When selecting the consult action a default queue is being set in the dropdown with queues. As the field is a searchable field it filters the list of available queues based on that value. This means that when an agent want to consult on another queue and clicks (logically) on the field dropdown only the already selected queue is visible. As such it seems like not other queues can be consulted.

The only way at that point is to clear all the text in the field to see the full list of queues which is not very user friendly. All others fields (eg. when search a team user in the consult action) allow you to use an "X"-icon to clear the field and search for something. I would think the same behavior should be at least in place for the queue field. Or even better that when using the dropdown always all queues are available for selection.

I've met an error message while trying to import solution, "solution import fail Error while importing workflow {d9ac5e0b-7dc5-4aae-92ab-e37e3a8faacb} type BusinessProcessFlow name Documenttemplates: Invalid workflow or workflow does not exist."

This error message is just containing the BPF ID, while it should include the workflow ID as well. Having the workflow ID in this error message would be much easier to find the correct workflow to fix. 

When receiving a WhatsApp message we wish to have a personal approach. The WhatsApp Profile name often contains the First Name of the person reaching out to us.

Therefor we would like this WhatsApp Profile Name to be shown next to the phonenumber on the communication panel.

When we register the customer as a contactperson in Dynamics, the ProfileName may disappear.

Currently, the ability to export the unified view has not been implemented. In model-driven apps, exporting is performed as a single operation that requires the use of tools like Power Automate. Therefore, introducing this feature would greatly enhance user convenience.

When you scroll down Cases or Queue Items and open one of them they open in a ne session as expected.

If you go back to "Home" the case overview reloads and your are back at the top of the current items. But not at the place where you scrolled down before.

We need to work also on "older" cases which are not always at the top. Therefore it would be an improvement when we click on "Home" to be at the specific point where we openend the item in the new session and don't need to scroll again.

I'm submitting an idea on behalf of my customer for Dynamics365 Contact Centre (the solution is not on the list so I choose Customer Service instead).

Within D365 Contact Centre, when looking up a contact and when clicking on the Email symbol, a user expects that this will create an Email record in CRM, but instead we have to select an Email provider to perform the sending email action which takes you to an external email client (OS based preferences) and doesn't create a record. To bring the solution in line with modern CRM standards, Contact Centre should have feature of a native/inbuilt email option that creates a record automatically.

We noticed that when using Adjust with Copilot to change the tone and length of the draft reply in the rich text editor, the sections/paragraphs become non-existent and the texts are lumped together in 1 long paragraph. Even the bullet points are gone.

When email Icon is pressed on form, the default email client on the computer opens. The expected result is for the email to open within Dynamics 365. It would be great if there was an option to choose where the email opens when icon is pressed.

I'm having a ticket about Presence issue in customer service. I known the presence will display as global even user create it. everyone can see all the presence when changing the status. 

Main consideration:

Is that possible to create a presence for certain workstream?

Example: I have 2 workstreams and each workstream had difference member. 

Presences:

break (WorkStream 1)

away (WorkStream 1)

lunch(WorkStream 2)

available(WorkStream 2)

User in workstream 1 only see break and away status when they are changing it. User in workstream 2 only see lunch and available.