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Search, link, and unlink a record in Omnichannel for Customer Service

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Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

The topic explains how to search for records, link a record to a conversation, and unlink the record from the conversation in Omnichannel for Customer Service.

You can search for records in two ways:

  • Inline search
  • Relevance search

Search for records by using the inline search option

When you accept an incoming conversation request and there's no customer record identified in Omnichannel for Customer Service, use the inline search option in the customer (Contact or Account) section and Case section to search for a contact or account and case, respectively. Inline search is based on the Lookup View and Quick Find View. You can search the fields (attributes) that are included in the Lookup View and Quick Find View fields.

For the customer (Contact or Account) section, you can search for a Contact or Account record. By default, you can search by using the following fields.

Record Fields
Account
  • Account Name
  • Account Number
  • Email
  • Main Phone
Contact
  • Company Name
  • Email
  • First Name
  • Last Name
  • Middle Name
  • Full Name
  • Mobile Phone

For the Case section, you can search for a Case (Incident) record. By default, you can search by using the following fields.

Record Fields
Case
  • Case Number
  • Case Title

Active views only are displayed for the search results. You can customize the Quick Find View and Lookup View to change the search fields based on your business requirements. More information: Understand views and Unified Interface Lookup view leverages Quick Find View

Customer and Case sections are blank when there are no records.

During an inline search, the search results are displayed and you can select a record to link the conversation to the selected record. After you link the record, the Active Conversation page is updated with the details.

The active conversation page is updated with details from the linked record

You can link one contact or account only in the customer (Contact or Account) section and one case in the Case section.

If you close a linked conversation, the case won't be closed automatically.

You can also search for records by using the relevance search option. When you select the search icon, the search page opens in the application tab. Specify the details for your search, and then select the search icon. The results appear in a list.

You can search for a case, account, contact, and associated fields as enabled by your administrator.

  1. Select Search Relevance Search icon.. The Relevance Search tab opens.

  2. In the search box, specify the entity or attribute details based on your search requirements, and then select Search Relevance Search icon..

Search for a case record by using relevance search.

After you search for a record by using relevance search, you can link the record to the conversation from the communication panel.

You can link one record only to a conversation.

  1. Select the record from the list of search results. The record opens in the application tab.

  2. Select More options in the communication panel, and then select Link to conversation.

Select a record to link.

Now, the Active Conversation page is refreshed and updated with details from the record. Similarly, you can link other record types.

You can link and unlink one contact or account only in the customer (Contact or Account) section and one case in the Case section.

You can unlink a record only when you are interacting with a customer by using the communication panel. That is, after you accept an incoming conversation request and view the Active Conversation page, you can unlink the record from the conversation.

default Case details section of the active conversation page

To unlink a record, select Close next to the customer name in the customer (Contact or Account) section. After the record is removed, the customer (Contact or Account) section is blank.

Blank customer section after unlinking the record.

See also