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Applies to: Dynamics 365 Contact Center—standalone and Dynamics 365 Customer Service only
Your organization might have a classification where customer service representatives (service representatives or representatives) might use different apps. If you work on a model-driven app, and you need to analyze the conversation request from Omnichannel for Customer Service, you can find the information through Activities in the model-driven app.
Select the plus icon in the application tab to view the site map and select Activities.
Among the many activity types, look for Conversation and Session types.
The Conversation activity type displays information about a conversation request.
Note
The fields listed in the following table are supported for the Conversation activity type only.
Tab | Section | Fields |
---|---|---|
Details | Details |
|
Details | History |
|
Details | Session Details |
|
Details | Chat Transcript |
|
The session activity type displays information about an individual session in a conversation request.
Note
The fields listed in the following table are supported for the Session activity type only.
Tab | Section | Field |
---|---|---|
General | Header |
|
General | General |
|
General | Session Participants |
|
The Session Participants section lets you add a participant related to the session or add a session participant that already exists for the record you're working with.
View active conversations for an incoming conversation request
View customer information on Active Conversation form
Create a record
Search, link, and unlink a record
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
Module
Omnichannel for Customer Service helps organizations offer support across multiple channels and engage multiple customers simultaneously through dedicated sessions.
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
Create records for conversations
Learn how you can create conversation records using various methods.
View active conversation for an incoming conversation request
Learn how to view active conversation of incoming conversation requests for customer records.
View Active Conversation in Omnichannel for Customer Service
Learn about Active Conversation, its sections, and how you can view customer information in Omnichannel for Customer Service.