Dynamics 365 Customer Service and Dynamics 365 Contact Center troubleshooting

Welcome to Dynamics 365 Customer Service and Dynamics 365 Contact Center (formerly Omnichannel for Customer Service) troubleshooting. These articles explain how to determine, diagnose, and fix issues that you might encounter when you use these products. In the navigation pane on the left, browse through the article list or use the search box to find issues and solutions.

Email

How-To Guide

• Incoming email isn't converted to a case
• Troubleshoot configuration issues with automatic record creation and update rules

Insights

How-To Guide

• Troubleshoot issues using Solution Health Hub

Service Level Agreements (SLAs)

How-To Guide

• Can't delete SLAs or SLA Items in upgrade or manual deletion
• Can't delete managed solution consisting of SLA-enabled entity
• Error when updating a case
• SLA timer doesn't pause when state is changed to OnHold on a holiday
• SLA KPI instance shows status as Canceled
• Warning message on SLA KPI instances

Dynamics 365 Contact Center (formerly Omnichannel for Customer Service)

How-To Guide

• Authentication error in agent dashboard
• Agent dashboard loading or authorization issues
• Copilot Studio conversations active after a chat ends
• Conversation stuck in wrap-up state
• Communication panel loading issues
• Error creating a chat widget or social channel

Documentation and Training

Reference

• Customer Service documentation
• Customer Service training
• Customer Service Community