Events
Mar 31, 11 PM - Apr 2, 11 PM
The ultimate Microsoft Fabric, Power BI, SQL, and AI community-led event. March 31 to April 2, 2025.
Register todayThis browser is no longer supported.
Upgrade to Microsoft Edge to take advantage of the latest features, security updates, and technical support.
Applies to: Dynamics 365 Contact Center—standalone and Dynamics 365 Customer Service only
You can use session connector actions to perform session-related operations. Session connector macros enable you to add actions such as getting the ID, refreshing a tab, passing the tab ID, setting focus to a tab based on the tab ID, opening a tab template, and refreshing session context.
You can use the actions any number of times across different macros to automate and perform operations related to a session in Customer Service workspace.
This action gets the details of the current tab in Customer Service. The action retrieves the Tab ID that could be used in the Refresh tab and Focus tab actions.
Refreshes a tab in the Customer Service workspace session. This action contains the following field.
Field | Description |
---|---|
Tab ID | Specify the ID of the tab that you want to refresh. This is a mandatory field. |
Perform the following steps to create a macro to resolve a case, get the ID, and then refresh the tab. Add the following actions to the macro:
${anchor.incidentid}
Case ${anchor.ticketnumber} resolved via macros
Tab ID
.Enables you to focus on a tab in the Customer Service workspace session. This action contains the following field.
Field | Description |
---|---|
Tab ID | Specify the identifier of the tab that you want to give focus to. This is a mandatory field. |
Perform the following steps to create a macro that creates a task from a case and sets focus back to the case form. Add the following actions to the macro:
Tab ID
. This sets the focus back to the original case tab.Opens the specified application in a new tab with the attributes you define. The action contains the following fields.
Field | Description |
---|---|
Page type | Specify the application type to be opened. More information: Page types. |
Application Template ID | Specify the ID of the application template. |
Attribute Name | Specify the attribute logical name you want to update. |
Attribute Value | Specify the attribute value that is updated for the above-mentioned attribute. |
To create a macro that opens a tab template passing the tab template's unique name as a parameter and open a tab template based on the tab template's unique name, Add the Open application tab action with the following attributes:
Entity Record
Refreshes the session context in Customer Service workspace for entity sessions. For example, if you launch an entity session for a case record, the session context variables are defined when the session starts. However, if you update the case title, the session context isn't updated. Therefore, macros use the cached information. You can add the Refresh the session context step after starting the macro run to use the latest information.
Perform the following steps to create a macro that updates the case title and then creates a task using the new updated case title:
#{anchor.incidentid}
incident
[Backlog]${anchor.title}
task
${anchor.title}
Creates a variable in the session context. Use the action to create your own session variables to validate conditions or track how agents navigate through agent scripts.
Field | Description |
---|---|
Attribute Name | Specify the name of the session context variable. |
Attribute Value | Specify the value of the session context variable. |
Perform the following tasks to add a workflow that creates a session context variable when a user switches from one agent script to another and then, uses the session variable context for further macro runs:
new_agentscript_highpriority
.firstProcess
incident
{firstProcess}
Events
Mar 31, 11 PM - Apr 2, 11 PM
The ultimate Microsoft Fabric, Power BI, SQL, and AI community-led event. March 31 to April 2, 2025.
Register todayTraining
Module
Implement multi-session experiences in Dynamics 365 Customer Service - Training
Create targeted app experiences for agents and supervisors with the Dynamics 365 Customer Service admin center app, implementing multi-session deployments.
Certification
Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate - Certifications
Improve business processes for customer service functions, such as automatic case creation and queue management with Microsoft Dynamics 365 Customer Service.