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Applies to: Dynamics 365 Customer Service
Note
- The tools and examples in this documentation illustrate current capabilities. Tool names, descriptions, parameters, response formats, and available functionality can change over time.
- When you build agents, integrations, or orchestration logic, don't hard-code dependencies on specific tool names, parameter structures, tool metadata, or response schemas. Instead, design your solution to discover and use available tools at runtime.
- As the platform evolves, Microsoft might add, remove, rename, or modify tools and tool metadata. Designing against capabilities rather than specific tool identifiers helps maintain compatibility across service updates.
Use this capability when you want to see, add, or remove the Dataverse tables that Customer Service DV QnA can answer questions from.
What it does
The assistant opens an admin view that lists every Dataverse table currently in scope for the Customer Service DV QnA skill. From that view you can add a custom table so the skill can answer questions about it, or remove a table you previously added. Built-in tables that ship with the product are shown but locked so they can't be removed.
Try prompts like
- Manage customer service DV QnA.
- Which tables can DV QnA answer from?
- Add a table to DV QnA.
- Let DV QnA answer from my callback queue table.
- Show the Customer Service DV QnA tables.
What you'll see in chat
The assistant returns an interactive panel showing the tables in scope, with a short summary in the message text. Each row shows the table's display name and logical name; out-of-the-box tables are marked as built-in.
Helpful tips
- Built-in tables are locked—only tables you added can be removed.
- Before adding a table, the panel validates that it exists and is enabled for search.
- A table that isn't enabled for the Dataverse search index can't be added until you enable it.
- You need the Service Agent Maker Customize privilege to manage tables.
What happens next
After reviewing the list you can continue with prompts like:
- Test the cr4ae_callbackqueue table.
- Add cr4ae_callbackqueue to DV QnA.
- Remove a table from DV QnA.
Does this change data?
This step is read-only, but follow-up actions from it may change data.
Opening the management panel doesn't change data. Adding or removing a table from within the panel does change which tables the skill can answer from.
What you can do from the app-in-chat component
From the management panel in chat, you can:
- Review every table the DV QnA skill can answer from.
- Type a custom table's logical name, validate it, and add it.
- Select one or more of your added tables and remove them.
- See which tables are built-in (locked) versus customer-added (removable).
Prerequisites
This tool requires the following:
- Dynamics 365 Customer Service MCP server to be configured. Makers using this tool need the
prvmsdyn_ServiceAgentMakerCustomizeprivilege. - The
CustomerServiceQnADataverse search skill provisioned in the environment.
Learn more in Connect to Dynamics 365 Customer Service MCP Server.
Tool summary
| Property | Value |
|---|---|
| User-facing name | Manage Customer Service DV QnA tables |
| Internal tool name | manage_customer_service_dv_qna |
| Purpose | Opens the admin UI listing the Dataverse tables bound to the CustomerServiceQnA structured-data QnA skill |
Tool behavior
Resolves the CustomerServiceQnA skill, lists the dvtablesearchentity rows bound to it, enriches each row with a localized table display name, and returns the scope plus a rendered admin widget. With action: "list" it returns the same data as a text summary without the widget. Out-of-the-box (managed) rows are flagged so the widget can lock them from removal.
Annotations
| Annotation | Value | Meaning |
|---|---|---|
readOnlyHint |
true |
This tool doesn't modify data. |
destructiveHint |
Not set | Not applicable (read-only tool). |
idempotentHint |
Not set | Not applicable (read-only tool). |
openWorldHint |
Not set | Uses default (queries Dataverse). |
Input concepts
Action
| Input | Description | Required |
|---|---|---|
action |
open (default) or list. open renders the management widget; list returns a text summary of the bound tables. |
No |
Response and UI behavior
This tool renders an interactive table-management widget.
This MCP tool is supported by an MCP app.
Response type
App-in-chat component (action open) or text summary (action list)
The open action renders an interactive widget listing the bound tables with add, validate, and remove controls. The structuredContent carries the skill id, the bound entities (id, logical name, display name, managed flag), and the soft cap.
Routing notes
Use manage_customer_service_dv_qna when:
- The user wants to view, add, or remove the tables DV QnA answers from.
- The user says "manage customer service DV QnA" or "add a table to DV QnA".
Don't use manage_customer_service_dv_qna when:
- The user asks a data question to be answered—route to
answer_service_question. - The user wants to create the custom table itself. That is done in the maker portal.
Related tools
| Tool | Relationship |
|---|---|
test_dv_qna_table |
Validates a table before it is added |
add_dv_qna_table |
Binds a validated table to the skill |
remove_dv_qna_table |
Removes added tables from the skill scope |
answer_service_question |
Answers questions using the skill's bound tables |
Data mutation classification
Read-only entry point with downstream mutation potential.
Listing the scope doesn't change data. Mutations happen only through the companion add_dv_qna_table and remove_dv_qna_table tools invoked from the widget.