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Customer Service forum PVA Escalate topic: check if the OC queue is outside operating hours

Posted on by Jas09

Hi  We're in process of setting up Chat workstream in Dynamics Omnichannel and have connected the Power Virtual Agent (no call Copilot bot) ...

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Customer Service forum Refresh Copilot Knowlege Source

Posted on by TarrasQ

How do you refresh the Dynamics Customer Service Copilot Knowlege Sources. Currently saying it was last updated in September 2023. We hvae updated / r...

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Customer Service forum Knowledge Source base cannot used

Posted on by Community member

Hi all, as some research from internet have saying that copilot can be scan through the knowledge sources(Sharepoints) and websites to seek answer for...

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Customer Service forum Automatic Record Creation Rule

Posted on by Garry Pope

Hello Dynamics Customer Service Community, Can you help, please? I want to use record creation rules to solve my below requirement. I h...

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Customer Service forum Integration between customer service and supply chain management

Posted on by Community member

Hi everyone, I'm hoping I can get some help from you. I would like to integrate customer service with the asset management module in supply chain...

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Customer Service forum Knowledge search - external provider - SharePoint - no page content returned

Posted on by QZpp

I have configured my D365 CS instance to use an external provider (SharePoint) for additional resources for Knowledge searches. For document libr...

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Customer Service forum D365 Customer Service licence

Posted on by Community member

Hello, My users are D365 Customer Service Licence. (Checked in O365 Admin site)In CRM, an app has been created and it uses Sales entities (Lead, ...

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Customer Service forum Custom integration with pbx

Posted on by pietro.sacchi

Hello everyone,I have the following requirement:1) I have an integration with a PBX system that you can send an http call to the client. (basic string...

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Customer Service forum D365 Omnichannel - Historic Analytics count discrepancy

Posted on by Community member

Hi all, When trying to view the historic analytics dashboard in Omnichannel for a specific queue, the session counts aren't adding up. To reach t...

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Customer Service forum Create a table similar to the Customer Asset table

Posted on by Community member

Hello all, somewhat new to D365 and I want to create a table or use a existing table that I can add tasks to a customer, the number of tasks are diffe...

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