Edit

Manage Customer Service vocabulary

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 administer how the assistant interprets your organization's wording—the glossary terms and column synonyms behind the Customer Service question-answering skill.

What it does

The assistant opens an in-chat admin view with two tabs:

  • Glossary—company terms and their plain-language definitions (for example, "P1" or "deflection").
  • Synonyms—alternate words that map to a specific Dataverse column on an in-scope table (for example, "handler" means the case owner).

From the view you can add new entries, edit your own entries, and delete them. Out-of-the-box managed entries are shown but can't be changed.

Try prompts like

  • Manage Customer Service vocabulary.
  • Add a glossary term.
  • Edit a synonym.
  • Which glossary terms are defined?

What you'll see in chat

The assistant displays an interactive editor as an app-in-chat component with a Glossary tab and a Synonyms tab. Each tab lists the current entries in a table with edit and delete actions, plus an Add button.

Helpful tips

  • Use your organization's real terms—the assistant recognizes them after you add them.
  • Managed (out-of-the-box) entries show a lock badge and can't be edited or deleted.
  • Add synonyms only for tables that are already in the question-answering scope. Use "manage customer service dv qna" to change which tables are in scope.

What happens next

After you add or change vocabulary, the assistant uses it the next time someone asks a data question. Continue with prompts like:

  • Add a synonym for the owner column.
  • Delete the P1 glossary term.

Does this change data?

Opening the editor doesn't change data. Saving or deleting an entry does.

Adding, editing, or deleting glossary terms and synonyms writes to configuration in Dataverse. The assistant asks for confirmation before deleting.

What you can do from the app-in-chat component

From the editor in chat, you can:

  • Switch between the Glossary and Synonyms tabs.
  • Add a new glossary term or synonym.
  • Edit one of your own (unmanaged) entries.
  • Delete your own (unmanaged) entries—one at a time.
  • See which entries are managed and read-only.

Prerequisites

This tool is available on the Dynamics 365 Customer Service MCP server. Editing vocabulary requires the maker customize privilege (prvmsdyn_ServiceAgentMakerCustomize). The Customer Service question-answering (CustomerServiceQnA) skill must be set up in the environment; otherwise there's nothing to manage.

Tool summary

Property Value
User-facing name Manage Customer Service vocabulary
Internal tool name manage_service_vocabulary
Purpose Opens the maker admin widget (or returns a text summary) for the glossary terms and column synonyms bound to the CustomerServiceQnA skill

Tool behavior

Loads the glossary terms, column synonyms, and in-scope tables for the CustomerServiceQnA skill and renders them in an editor. Read-only itself; the add/edit/delete actions call the companion save and remove tools. Takes an optional action (open renders the widget, list returns a text summary).

Annotations

Annotation Value Meaning
readOnlyHint true The launcher itself only reads; edits happen through the companion tools.
destructiveHint Not set Not applicable (read-only launcher).
idempotentHint Not set Not applicable (read-only launcher).
openWorldHint Not set Uses default (reads configuration from Dataverse).

Input concepts

Action

Input Description Required
action open (default) renders the editor widget; list returns a text summary of the vocabulary. No

Response and UI behavior

This tool renders an interactive app-in-chat editor.

This MCP tool is supported by an MCP app.

Response type

Interactive editor (tabbed tables)

The editor shows the glossary terms and synonyms with add, edit, and delete actions.

Routing notes

Use manage_service_vocabulary when an admin wants to view or change glossary terms or synonyms.

Don't use manage_service_vocabulary for:

Tool Relationship
save_glossary_term Adds or updates a glossary term
remove_glossary_terms Deletes glossary terms
save_synonym Adds or updates a column synonym
remove_synonyms Deletes synonyms
manage_customer_service_dv_qna Manages which tables the skill can answer from

Data mutation classification

Read-only entry point with downstream mutation potential.

Opening the editor doesn't change data. The add, edit, and delete actions from the editor write configuration through separate tools.

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