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Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | - | - | 
Jun 1, 2023 |
Business value
Access to relevant information while interacting with the customers helps agents understand the conversation context better and avoid navigating to other screens. During customer conversations, agents might also want to view information stored in external systems to solve customer issues quickly. Moreover, the ability to capture important details and save them on the form helps them ensure thorough documentation about their conversation with the customers.
Feature details
The key capabilities of this feature include:
- Administrators can add custom fields and drag and drop them on the active conversation form (formerly known as the customer summary) using Power Apps.
- While interacting with customers, agents can view data on the fields when the form loads.
- Agents can update custom and selected standard fields and save the updates on the form.
- Agents can refresh the form.
- Agents can access external data on the form using Canvas apps.
See also
Customize and access the improved Active Conversation form (blog)