Customer Service – Nishant Rana's Weblog

Configure Case Handling Time widget for the Case form – Dynamics 365 Customer Service

The Case Handling Time widget (preview) can be added to the Case Form, giving a focused way to track case resolution efficiency. By using this feature, we can identify patterns, make informed decisions, and continuously refine processes.

To enable it to navigate to

Customer Service Admin Center >> Customer Support >> Case Settings >> Case handling time (preview)

Update Interval specifies how frequently the handling time widget is refreshed (it also updates the database). Can be between 10 to 60 minutes. The interesting point here is if 2 agents open the same case at the same time, the widget will display 20 minutes, after 10 minutes.

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Next, open the form where we want to add the component, click on Get more components, and search for the Handling Time component to add it.

Configure the properties for the component –

Table – Time Trackers

View – All Time Trackers

Allow users to add time logs – True / False (enables agents to log time)

Show users only their contributed time – True / False (specifies whether an agent can only see their time or time entered by other agents also for that case)

Allow users to edit their automatic time tracked – True / False (specifies if an agent can edit automatic time tracked).

Save and publish the changes.

We can see the Handling Time widget at the bottom right corner in the minimized state on the form.

On maximizing it after some time, we can see the following details there.

Automatic Time Tracking, Manual Time Tracking, History section.

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Checking My Time shows the Live time spent by that particular agent.

Clicking on the plus button allows us to add manual Time log records.

If there is a second user who opens the form, the automatic time tracking shows the values applied to that user.

Get more information

Hope it helps..

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Ask a Question (Copilot) in Dynamics 365 Customer Service

Agents can use the “Ask a question” functionality from within the Copilot help pane, to ask questions for quick resolution of the case.

To enable it navigate to Customer Service admin center >> Agent Experience >> Productivity >> Copilot help pane (preview) (Manage)

Check Make Copilot available to agents option and save the settings.

Back in Customer Service Hub (or any other apps where we have Copilot enabled), we can see the Ask a Question tab in the Copilot help pane.

We can then post our questions, specific to the case in hand.

Below we can see we have asked for any policy about defective items and the response we received.

It also mentions the source from which it got the response.

The copilot uses the internal (Published) Knowledge Articles to generate the responses.

If we go back to the setting where we enabled the Copilot help pane, we can see the message at the top about the knowledge base articles being used. Apart from the internal Knowledge base, a maximum of 5 trusted domains can be configured and can be used to produce the result.

Get all the details here

Hope it helps..

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Configure WhatsApp channel – Omnichannel (Dynamics 365)

To configure the WhatsApp channel, we need to set up the account in the Customer Service Admin Center.

Navigate to Customer Support >> Channels >> Messaging Accounts (Manage)

Select the New Account option there

Select WhatsApp as the channel

Next, we need Account SID and Authentication token.

To get this information we need to create a Twilio Account.

https://www.twilio.com/try-twilio

Navigate to the console and copy the Account ID and Authentication token

https://www.twilio.com/console

Enter Account SID and Authentication token click on Next

Next, we need to add the WhatsApp Name and Phone number

Navigate to Messaging >> Try it out >> Send a WhatsApp message to activate the WhatsApp Sandbox.

Follow the steps there to configure the Sandbox account. (scan the QR code send the Message, and test the Business and User-Initiated message/conversation).

Click on Sandbox setting tab to get more information

Copy the number.

Add the number and click on Next

Copy the URL

Paste that URL in the When a message comes in and save.

We can see our WhatsApp account created, open the record.

We can see our number being shown as Active

With the account active time to now it is time to set up the channel/workstream / queue.

Navigate to Customer Support >> Channels >> Messaging (Manage)

Click on Add Channel and add the details

Enter channel details

We are creating a new workstream

Add the WhatsApp number added

Select the language

Specify the Behaviour (automated messages and approved templates)

Specify the user features (attachments)

Review and Finish and Create the channel.

Open the workstream and specify routing rule/fallback queue/work distribution/associate bots etc details

We will create a ruleset to route the message to the queue

We have the below route-to-queue rule created to route to the default queue which has all the omnichannel agents added to it. (In an actual scenario, we would add the conditions and create a specific Advanced Queue).

We are leaving the rest of the settings/configuration as default.

Now is the time to test.

Let us log in to the Customer Service Workspace as an agent and from the registered sandbox participant number added send a message.

We are done with our configuration.

Get all the details

Hope it helps..

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Fixed – Power Virtual Agents bots for voice not working (Dynamics 365 Customer Service Omnichannel)

We can configure aa PVA Bot for workstreams and when we install the voice channel demo, we can see a bot already configured for the demo workstream.

Recently in our case, the bot configured was not working and we were getting the below message on calling the workstream/voice channel configured.

“Sorry, we couldn’t serve you at this moment. Please call back later”

On removing the bot the workstream/channel was working properly.

We raised the Microsoft support ticket for the same and were suggested to create/configure a new bot instead of using the existing demo/trial one as it might give an issue because of being configured in a different environment.

On configuring a new bot the issue got fixed for us.

Hope it helps..

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How to – Configure Voicemail Workstream and Queue – Dynamics 365 Customer Service

When we configure the Voice demo, we can see 2 workstreams and queues created for Voicemail one for individuals other for voicemail of type group.

The Default Group Voicemail Workstream has the following intake rule defined.

And following Route to Queue Rule

Configuring Voicemail – https://nishantrana.me/2023/02/23/how-to-configure-voicemail-in-omnichannel-voice-channel-dynamics-365-customer-service/

Similarly, Default Individual Voicemail Workstream has the following intake rule

And Route to Queue rule

Now say we want the voicemail of an advanced queue (type – voice) to be routed to its corresponding advanced queue (type – record) instead of the Default Group Voicemail Queue.

Say we have the below Advanced Queue of type Voice used in the Voice Workstream–

And the below Advanced Queue – My Sample Voice Mail Queue

Now let us define the Workstream that will route the voicemail to that queue.

Select Type as Record and Record Type as Voicemail.

The intake rule checks for the Queue record in the related entity of voice mail – Missed Conversation (Conversation)

So basically any conversation or voicemail generated because of a call to My Sample Voice Queue / Workstream will be routed to its corresponding Voice Mail Queue.

Overflow handling – https://nishantrana.me/2023/03/07/understanding-overflow-handling-work-item-limit-exceeds-in-voice-channel-omnichannel-dynamics-365-customer-service/

And the intake rule of that workstream to route to the Voicemail Queue created earlier.

Hope it helps..

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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.