Recently while trying to debug a plugin with Persist to Entity mode on the update step, we didn’t find any profile record getting created.
One option is to try to reinstall the profiler. This could happen when we are using a different version of the plugin registration tool and it has the Profiler already installed/configured from the other version of the tool.
If that doesn’t help, then opt for Exception mode, that has always worked.
Hope it helps..
Inbox view in the agent workspace allows agents to quickly perform a preliminary assessment of the service requests coming from different channels for a timely response. Agents can view cases, conversations, and activities assigned in the inbox tab.
To enable inbox for the agents, inside the Customer Service admin center
Navigate to Agent Experience >> Workspaces >> Agent Experience profiles >> Manage
We can create new profiles or can add users to any of the existing profile that has inbox enabled
E.g. Customer Service Trial profile has the inbox enabled.
Below is the agent experience profile record, that doesn’t have inbox enabled.
Let us add one of the users to the below profile.
The Customer Service workspace before the user’s inbox is enabled. We can only see the Home tab.
After adding the user to the profile.
The agent can see the Inbox tab.
The agents can see the views configured in the profile inside the inbox tab.
Read more about Configuring the Inbox
To learn more about Voicemail- https://neilparkhurst.com/2022/11/08/omnichannel-for-customer-service-voicemail/
Hope it helps.
To manage presences, navigate to Customer Service Admin Center >> Agent Experience >> Productivity >> Custom Presence
Out of the box we have the following presences.
Only the below presences will be available for the agents to select.
The inactive and offline statuses will be automatically set by the system.
Although we can deactivate the presence, that doesn’t remove it for the agents.
The agents can still see all the presence statuses.
We cannot delete the default presence; we will get the below error if we try to delete them.
We can edit the Presence text for the default presence.
For the agent –
We can create custom presences that are based on the existing base status.
For the agents –
Unlike default presence, we can delete the custom presence status.
Hope it helps..
To view marketing interactions, we need to add a custom connector to the timeline of the lead and the contact form. This step is only required if we are using custom forms and not the out-the-box marketing forms for lead and contact.
The OOB Form already has this connector defined.
Open the form for customization, select the timeline control, scroll down to Advanced >> Additional Settings >> Custom connectors, and click on Add connector.
Specify Constructor and Resource Path and save the record.
Save the form and publish it.
We can see the marketing interactions being displayed in the timeline.
Hope it helps..
Appending ribbondebug=true to the record’s URL adds the new Command checker button in the command bar, which could help us in troubleshooting any unexpected behavior with ribbon.
More on this – https://powerapps.microsoft.com/en-us/blog/introducing-command-checker-for-model-app-ribbons/
Recently we added one enable rule to an existing button (Go Live) in the Customer Journey table. The rule was calling a JavaScript web resource based on the security role assigned to the user hiding or showing the button on the form.
Click on the Command checker to open the window on the side pane, where we can then select our button.
In the command properties tab, we can see our custom enable rule showing an error.
Also here clicking in View rule definition solution layers provides us the detail that this rule has been added as part of an unmanaged layer.
Clicking on the Unmanaged layer further provides us with the definition of the enable rule.
Going back to the error, we figured out that the function was missing from the web resource, and adding the function fixed the issue for us.
Back in the Command checker, we can see the custom Enable Rule getting evaluated correctly.
Check the Troubleshooting Guide
Hope it helps..
Recently in one of the environments, the presence was not loading for the agents.
To fix it, we had to update the Channel URL to point to the correct organization name.
Before –
After –
Verify the Unique Name used in ocBaseUrl and Orgname from Settings >> Customizations >> Developer Resources
On correcting the URL in the Omnichannel record (Channel Integration framework 2.0 Providers)– we can see the presence loading.
The cause for the issue was we had recently updated the environment’s URL from the Power Platform Admin Center.
Check for more details –
Hope it helps..
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