User navigation history

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Enabled for Public preview Early access General availability
Users by admins, makers, or analysts Oct 2019 - Jan 2020

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.