Nishant Rana

How to – Enable Desktop notifications when the app is in the background – Dynamics 365 Customer Service (Omnichannel – Voice)

Below is how the notification appears to the agents for the incoming conversation. In case the app is in the background the agent might miss the notification. To avoid this scenario we can enable Desktop notifications.

Navigate to Agent Experience >> Workspaces >> Notification Templates (Manage) in the Customer Service Admin center

Here we can see the default template – authenticated and unauthenticated for the incoming voicemail. We cannot update these out-of-the-box templates, however, we can refer to these existing templates to create a new template.

Let us open the existing incoming authenticated template.

The Voice call – incoming authenticated – default :-

Let us create a new template, referring to the existing template, where we will set the Show Desktop Notifications = When the app is in the background.

Notice we can specify other values such as notification timeout, auto assign work items, show reject button as well as notification fields.

Below is our new notification template.

With the template created, navigate to the workstream to which we want to apply this template. In the Agent notification template, specify the custom notification template for the Incoming Authenticated.

Also, enable Notifications for the app in the browser from Site Settings.

Here we can see the Desktop notification for the agent on the incoming call.

Learn more about it – https://learn.microsoft.com/en-us/dynamics365/app-profile-manager/notification-templates?tabs=customerserviceadmincenter#create-a-notification-template

To enable Sound Notification – https://nishantrana.me/2023/03/08/enable-sound-notifications-in-omnichannel-voice-and-other-channels-dynamics-365-for-customer-service/

Hope it helps..

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Dynamics 365 – Different Ways of Showing Form Level Error Messages – setFormNotification | setIsValid

setIsValid() function for Validation

Crm Minds

Form notifications are useful when you want to prevent the user saving the form if the form fields do not meet the conditions.

Say you have 2 date fields called “Start Date” and “End Date”. You want the records can only be saved if the “End Date” is bigger than the “Start Date”.

You have 2 different options to show a form notification here:

You can use setFormNotification() function when validation fails and use clearFormNotification() when validation pass. You need to specify message, level and uniqueId parameters.

Or you can use setIsValid() function. You call it only once and pass it validation result with error message. It is definitely less code lines 😎

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Fixed – Automated messages not working in Voice Channel – Dynamics 365 Customer Service

Recently we were facing an issue with a customized automated message that we had configured for one of our voice channels. The message was not getting played and in fact, the default message was also not getting played for our customer.

After some testing, we realized it was because the message had a “&” character in it.

Removing the “&” resolved the issue for us.

Hope it helps..

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How to – Set Default value for the combo box in Canvas Apps (Dataverse)

Suppose we have the following Combo Box named Status bind to one of the choice fields of Dataverse.

Items = Asset Status option set field of table Product.

Now if we want Available to be the default selected value for it, we can use the DefaultSelectedItems property of the combo box.

DefaultSelectedItems = Filter(Choices(Products[@’Asset Status’]), Value = ‘Asset Status’.Available)

Also if we want to set the value of the Villages combo box based on the value selected in the Region combo box. The region is a lookup field in the Villages table.

We can update the Items property of the Villages combo box from

Villages (Data Source)

If(IsBlank(comboRegion.Selected),Villages, Filter(Villages, Region.Region = comboRegion.Selected.Region))

Hope it helps..

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Enable Sound Notifications in Omnichannel (Voice and other channels) – Dynamics 365 for Customer Service

By default, this is how the notification appears for the agent when he is logged in to the app and is available.

There is no sound notification.

However, we enable sound notification here. This can be helpful in case the app is in the background and/or the agents are working on something else.

Navigate to Agent Experience >> Workspaces >> Notification Templates (Manage) in Customer Service Admin Center.

Let us enable sound notifications.

We can specify the following – Play sound, Sound to be played, whether the notification should keep on playing till the agent responds and the volume of the notification as shown below.

Here we also need to enable the Sound settings in the browser.

For the app, select Site Settings

Specify Allow for Notifications and Sound

Let us now call again, this time the agent hears the sound notifications, until he Accepts the call and that works even if the app/ the browser is minimized.

Hope it helps..

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Understanding Overflow handling – Work item limit exceeds in Voice Channel – Omnichannel (Dynamics 365 Customer Service)

Say for one the Advanced Queue of type Voice we have the following Overflow handling defined (the queue has only 1 user assigned to it).

i.e.

Condition = Work item limit exceeds 1

Action = Voicemail

And it also has an Out of operation hours condition defined.

Now, if the customer calls during working hours and if the user’s presence is Available, the agent will receive the notification and the first conversation will have the Status as Active. If we make a second call its status will be open and it won’t go to Voicemail. Now if we make a 3^rd call to that number it will go to Voicemail.

This is because we have set the Work item limit exceeds as 1, so it will keep one conversation in the open status, and any subsequent calls after that will go to the Voicemail.

Now here if the user is either in DND, Away, Offline, or not logged into CRM during work hours (if a customer calls outside work hours it will directly go to the Voicemail as we have the Out of operation hours condition defined), the first conversation will have the status as open and then any subsequent calls will go to the Voicemail.