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Enable self-service settings for customer actions in a conversation summary

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Note

The feature availability information is as follows.

Dynamics 365 Contact Center—embedded Dynamics 365 Contact Center—standalone Dynamics 365 Customer Service
No Yes Yes

The self-service feature displays information about the recent actions that a customer performs before starting a conversation with an agent. This information helps agents understand customer issues and provide a personalized service for enhanced customer satisfaction.

The data about the recent actions is stored in an entity for the conversation that has been closed. A record is created for each self-service action and action type. To learn more, see msdyn_visitorjourney Entity Reference.

Enabling the self-service feature is a two-step process as follows:

  1. Add a code snippet in the self-service portal that is configured for your organization. For the sample code and to learn more, see Pass self service history as context.
  2. Update the settings in the Customer Service admin center or Contact Center admin center app.

Enable self service

You can enable the self service feature in the Customer Service admin center or Contact center admin center app.

  1. Add the code snippet in the customer self-service portal.

  2. In the site map of admin center, select Customer Settings in Customer support. The Customer settings page appears.

  3. In the Self service section, select Manage. The Omnichannel Configuration . Self service settings page is displayed.

  4. Set the Self service toggle to Yes.

    Enable self service.

  5. Select Save. The Self service tab will appear for the agent when a chat is started with a customer.

See also

Self service