Agent scripts in Omnichannel and Customer Service Workspace – Dynamics 365


Agent scripts are available within the Productivity pane in the Customer Service workspace and Omnichannel for the Customer Service app.

Agent scripts contains series of steps that will guide the agents while working, helping them to be more efficient.

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

Omnichannel for Customer Servicehttps://nishantrana.me/category/omnichannel/

Smart Assisthttps://nishantrana.me/2020/08/17/ai-suggestions-for-similar-knowledge-articles-and-cases-in-dynamics-365-2020-release-2020-wave-2/

To define Agent Scripts – navigate to Customer Service Hub > Service Management > Agent Scripts or Omnichannel Administration > Agent Experience > Agent Scripts


Create a new Agent script record, and specify steps for the same by creating new agent script step record.


We can define 3 different types of Action – Text, Macro, and Script.


For simplicity, we have selected Text here.


We have defined 2 script steps for the agent script as shown below.


Next, we need to associate the Agent Script with the Session template.

Inside the Omnichannel Administration > Agent Experience > Sessions, select the template we want the script to be associated.

Here let us select the Case entity session – default template

We can also define the conditions for the default agent script to be applied using the Enable Build expression option.

https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/agent-scripts#set-the-default-agent-script-for-agents

For now to make the example simple, we leave it as No (default).

Back in Customer Service Workspace or Omnichannel for Customer Service App– Shift + click the case record to open the new session in the Active Cases grid.

We can see the script populated there for the agent on the case record opened.

If we have multiple scripts associated with the Session template – the agent has the option to select the appropriate script.

Hope it helps..

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Activity Logging – Dynamics 365 Apps


Microsoft 365 Security and Compliance Center – provides easy access to the data and the tools to manage the compliance need of an organization, and also can be used to review the different data processing activities within Dynamics 365 Customer Engagement apps.

It required Microsoft 365 E3 or E5 subscription and is only available for Production environments.

The events logged are –

  • CRUD, Export to Excel, SDK Calls.
  • CRUM and backend activities performed by the support engineer.
  • Report – viewed, exported, multimedia assets shown in the Report

For this first Auditing needs to be enabled in the environment.

Navigate to Settings > Administration > System Settings > Auditing Tab

Navigate to Compliance Center

https://protection.office.com/

Search > Audit Search Log and
Turn on auditing.



To try the new experience within the Compliance center

https://compliance.microsoft.com/auditlogsearch?viewid=Search


After around 1 hour or so, the settings got enabled.


As specified Office 365 logs are being prepared, if we try searching we’d get blank results


Below are the list of Dynamics 365 and Power Apps activities that can be tracked


Around after 3 hours or so – we saw the results appearing.

Export has 2 options –

Save loaded results –

Download all results –

At the same time there we 51 records in Audit Summary View.

Apart from searching for an audit log, we can also define an audit retention policy as shown below

Get the sample files here –

https://drive.google.com/file/d/1akifraP1NCV-KgmA-8ROhm8r4h0tAcLi/view?usp=sharing

https://drive.google.com/file/d/1s_EbJ4hraDl6YEVUCMkOe6bQbXCJu_5-/view?usp=sharing

Get all the details here

https://docs.microsoft.com/en-gb/microsoft-365/compliance/search-the-audit-log-in-security-and-compliance?view=o365-worldwide

Hope it helps..

Check access to a record in Dynamics 365


Using the Check Box button in the command bar, the user can now check the privileges he has on the record.

It also provides the details on how he has that particular privileges on the record, either through Security Roles assigned directly or through the team user is part of or through the Hierarchy security.

To see it in action, open a record and select Check Access

E.g. the below user has Read, Write, Create, Delete, Append, Append To, Assign, Share rights on the contact record, assigned directly as he has the system administrator role.

The admin user can also use the User lookup to check the access of the other users.

Here the test user 1 has rights to the record through the security roles assigned to him directly and also through the team he is part of.

Get all the details here –

https://docs.microsoft.com/en-gb/powerapps/user/access-checker

Hope it helps..

In-app or Push notification – Model-driven App – 2021 Release Wave 1 Power Apps / Dynamics 365


With 2021 Release Wave 1, the in-app notifications feature has been added to the Model-driven app, earlier it was only available for Canvas Apps.

To see it in action à

Login to Power Automate

https://us.flow.microsoft.com/en-us/

Create a new flow, select start from blank – Automated cloud flow, make sure the appropriate environment is selected.

Specify the flow name along with the trigger

Here for the trigger, we have specified the condition as contact creation.

For the action, select Send Push Notification V2 (preview)

For Mobile App, we can select either Power Apps or Field Service app to send the notifications to.

Here we have selected Power Apps mobile app.

Your app field will list down all the Model-driven apps available for the environment.

In recipients specify the email address and define the message.

In the Open App option, we can specify whether to open the app or not, on tap of the notification.

Finally, we can specify the entity, form for that entity (or view) to be opened.

We are setting the record id (of the contact record created) that should be opened in the form.

Save the flow.

Creating a contact record will trigger the flow and will send the notification to the mobile as shown below.

We can click on the notification, which takes us to the record as shown below.

Get all details here

https://powerapps.microsoft.com/es-es/blog/now-available-model-driven-app-push-notifications/

Hope it helps..