User navigation history

Enabled for Public preview Early access General availability
End users by admins, makers, or analysts This feature is released. Oct 24, 2019 - This feature is released. Jan 31, 2020

Business value

The user navigation history helps agents offer more efficient, relevant, and personalized support for customers by knowing more about what pages the customer has already viewed and what self-help the customer has already consumed.

Feature details

Agents can provide a more personalized service if they have visibility into the user's activity on the website that led the user to request support. Today, the Recent activities view on the Customer Summary page displays the activities recorded as part of the Account/Contact/Case record in Dynamics 365 Customer Service. With the User navigation history enhancement, agents can view additional information on the Customer Summary page to understand the user's activity on the website, such as pages visited by the user on the website, knowledge base articles viewed by the user, and more.

See also

Enable self-service settings for customer actions in a conversation summary (docs)