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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 report issues feature in the Copilot Service workspace app allows you to capture a diagnostic report of the issues and share it with Microsoft.
Important
The report issues feature isn't supported in the Copilot Service workspace on Unified Service Desk.
You can copy the information while communicating with a customer by using one of the following keyboard shortcuts.
- Ctrl + Shift + Alt + d
- Ctrl + Shift + Alt + D
Capture diagnostic report
Sign in to the Copilot Service workspace app.
Use the keyboard shortcut to copy the information. Repeat the step if a message indicates that the copy action was unsuccessful.
Open a notepad in your computer.
Paste the diagnostic report in the notepad, and save.
Share the diagnostic report when you contact Microsoft support.
Diagnostic report information
The diagnostic report doesn't contain any of your personal information and contains the following information that's specific to the Copilot Service workspace app.
| Name | Display name in the report |
|---|---|
| Timestamp | timestamp |
| Provider name | activeProviderName |
| Client URL | ClientUrl |
| App URL | AppUrl |
| Organization locale ID | OrgLcid |
| Organization unique name | OrgUniqueName |
| Organization Id | OrgId |
| User locale Id | UserLcid |
| User roles Id | User roles |
| CRM version | crmVersion |
| Tenant Id | TenantId |
When you are in a session with a customer as a customer service representative or a supervisor and capture the report, the following global and conversation context details are also copied.
| Name | Display name in the report |
|---|---|
| Timestamp | timestamp |
| Provider name | activeProviderName |
| Client URL | ClientUrl |
| App URL | AppUrl |
| Organization locale Id | OrgLcid |
| Organization unique name | OrgUniqueName |
| Organization Id | OrgId |
| User locale Id | UserLcid |
| User roles Id | User roles |
| CRM version | crmVersion |
| Tenant Id | TenantId |
| Omnichannel API URL | ocApiUrl |
| Conversation Id | conversationId |
| Session Id | sessionId |
| Conversation Type | conversationType |
| Transaction Id | transactionId |
| Transaction parameters | transactionParameters |
| Live work item Id | liveWorkItemId |
| Channel Id | channelId |
Related information
Use Contact Center workspace
Get started with Copilot Service workspace