Macros in Omnichannel and Customer Service Workspace – Dynamics 365


Macros enables users to perform the set of sequential actions – repetitive and monotonous –  in a more process compliant manner, which can be reused across different sessions, making it faster, more efficient and less error prone.

To define a Macro, navigate to Omnichannel Administration app > Agent Experience > Macros

Posts on Omnichannel for Customer Service (Dynamics 365)

The interface is similar to Power Automate with some predefined automation actions.

Session Connector has the following actions >

Omnichannel Connector has the following actions >

Flow Connector has the following actions >

Productivity Automation has the following actions >

Get all the details here –https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/macros

Now back to our Macro, select Productivity Automation trigger.

Select the action Start macro execution.

Select Clone current record.

Specify the title of the cloned record.

Let us create a new Agent Script with Agent Script step having Action Type as Macro.

Agent Script – https://nishantrana.me/2021/03/02/agent-scripts-in-omnichannel-and-customer-service-workspace-dynamics-365/

Navigate to Omnichannel Administration > Agent Experience > Agent Script and create a new Agent Script.

Follow it by adding a new Agent script step.

Below is our Agent script step record

which is associated with the Agent Script record

Now to test it let us open an existing record within a new session (Shift + record click) within Customer Service Workspace.

More on Customer Service Workspace –https://nishantrana.me/2020/08/13/new-customer-service-workspace-app-preview-in-dynamics-365-2020-release-wave-2/

Select Clone Record for the record to be opened in the new session.

As expected selecting on Clone Record – opens the clone of the record in a new Tab as shown below

We can also check the run history of the Macro using View run history option

That was a very basic example we saw, now with the option of running flow i.e. Run Flow as Macro using the Flow Connector, the possibility is limitless.

Hope it helps..

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Author: Nishant Rana

I love working in and sharing everything about Microsoft.NET technology !

6 thoughts on “Macros in Omnichannel and Customer Service Workspace – Dynamics 365”

  1. There is a typo: it should be “process-compliant” not “process complaint”. But thanks for sharing.

    Like

  2. Hi Nishant,

    I am trying to run the resolve a case action from the macro. Basically the requirement is pretty simple. The resolve a case macro should resolve the case when the agent clicks the step in the agent script. I have inputted the required fields in the macro but it does not seem to work. Please guide on this matter

    Thanks

    Like

  3. Hi Nishant,
    Thanks for the wonderful article. We are working on an Omnichannel project. We have a requirement to create/search contact record in Dynamics when chat is transferred to live agent. We need to search the existing contact in Dynamics based upon some custom field like username and then link to the conversation on Conversation summary page, if not found, we need to create a new contact and then link.
    We have tried creating contact on Post Conversation create plugin, where we use context variables to create contact record and associate with Conversation.
    But the problem is we can run our plugin only async but on UI we need to show the linked record immediately when agent accepts the chat and Conversation summary form is opened.
    Can you please suggest any approach or if you have something already implemented and share some references. That would be very helpful.
    Thanks in advance.

    Regards,
    Vipul Bhaskar

    Like

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