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Dynamics 365 Customer Service lets you extend and customize the core functionalities to suit your business needs.
Some of the features that you can customize are listed in this article.
Use the IPlugin Interface plug-in to route records other than cases.
Use the msdyn_GetKAObjectFromTemplate action to create a knowledge article from an existing knowledge article template programmatically.
Omnichannel for Customer Service live chat widget SDK provides methods that lets you do the following.
Start a chat
Live chat SDK reference
Anticipating areas where customers need help and then engaging them through chat when they have been browsing your website for some time helps improve customer experience. Omnichannel for Customer Service allows you to offer proactive chat request to your customers when you think they can use some help.
When a customer starts a chat, you can pass custom context to Omnichannel for Customer Service.
Learn how you can display the context variables in the Conversation Summary control for a conversation on the agent user interface.
Learn how you can pass an authentication token to Omnichannel for Customer Service to authenticate a customer when they start a chat.
Omnichannel for Customer Service allows you to route a conversation to a human agent when you think human intervention is required to successfully help the customer.
Enable a bot to escalate and end conversation
Learn how you can automatically close a conversation using Web API.
Configure automatic closure of conversations
The runMacro
API allows you to execute a macro whose name was passed as a parameter in the API call.
Read how you can build a smart assist bot to help agents resolve customer queries faster and more effectively.
Enable your Azure bot to understand context while authoring a bot flow.
Read how you can implement a connector to integrate custom messaging channels using Direct Line Bot.
Integrate your own custom channel: Direct Line
Introduction to Omnichannel for Customer Service
Omnichannel for Customer Service for system customizers
Live chat SDK reference
Events
Power BI DataViz World Championships
Feb 14, 4 PM - Mar 31, 4 PM
With 4 chances to enter, you could win a conference package and make it to the LIVE Grand Finale in Las Vegas
Learn moreTraining
Learning path
Extend Dynamics 365 Customer Service - Training
Do you want additional functionality for Dynamics 365 Customer Service? This path discusses using the Power Platform to extend the Customer Service app.
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.
Documentation
Extend Omnichannel for Customer Service
Integrate third-party telephony systems, more digital channels, and custom experiences with Dynamics 365 Customer Service to extend Omnichannel for Customer Service.
Omnichannel engagement hub for system customizers
Overview topic that provides links to procedures to customize session, quick view, and Active Conversation forms in Omnichannel for Customer Service.
Introduction to Omnichannel for Customer Service
Learn about Omnichannel for Customer Service, its features, and how they can be configured in your organization.