View customer summary to get available information about customers

Article
08/30/2021
4 minutes to read

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.

One of the major challenges that customers face when contacting customer support is repeatedly giving the same information about the issue to each support agent they talk to. And if they want to review the status of their request later, they'll have to share the same information with another support agent to explain the context of the engagement. To avoid this situation, support agents need access to all the information the customer has provided, including details about the product or service, issue, case history, related cases, and location.

Having this information ready can help support agents reduce the hold time that they spend retrieving customer information, reduce average handling time, and increase customer satisfaction by resolving issues faster.

What is a customer summary?

Customer summary is a page that appears when you accept an incoming request from any channel and gives you complete information about a customer. The default Customer summary view provides the following sections:

Customer (Contact or Account)
Conversation summary
Case
Recent cases
Timeline

View Customer summary.

Agents can access the Customer Summary form by accepting the task assignment notification or from the agent dashboard for only active conversations and only in the Customer Service workspace and Omnichannel for Customer Service apps.

For a closed conversation, you can view details on the closed conversation form from the Closed work items section of the agent dashboard.

Customer (Contact or Account)

This section provides details such as the contact name or account name. For a contact, you can view the location, email, and other details. In case of an account, you can view location, telephone number, and primary contact person for the account.

Use the customer section to search for an existing contact or account record in Omnichannel for Customer Service, and select the record to link it to the conversation. If the record doesn't exist, you can create a new contact or account record by using the Add Contact or Add Account button, respectively. After you create it, search for the record and then select it to link it to the conversation.

Customer profile section in the customer summary form.

Conversation summary

The Conversation summary section provides detailed information about the conversation between the agent and customer. The information shown in the Conversation details area includes the following:

Engagement channel: The channel, such as live chat or custom channel, through which the conversation is taking place.
Waiting time: The time the customer had to wait before the conversation was assigned to the agent.
Skills: The skills that had been attached for routing the conversation. If your administrator has enabled the setting for agents to update skills, you can add or remove skills.
Queue: The queue through which the conversation has been assigned to you.
Start time: The time when you started the conversation.

In addition, the Conversation summary section includes several tabs:

Pre-chat survey
Self service
Visitor details
Additional details, if they've been configured and additional context variables are available

These tabs are described in the following sections.

Pre-chat survey

The Pre-chat survey tab displays the customer's answers to the survey questions that were posed by your organization, which helps your interaction with the customer.

Self-service

The Self service tab displays information about the activities that the customer performed before starting a conversation with an agent. This information helps you understand why the customer reached out and helps you provide a personalized service for enhanced customer satisfaction. The activity information, which is categorized into the following action types, appears in reverse chronological order.

Action type	Description
Page visited	The page visited on the portal, with time stamp.
Phrase searched	The keyword or phrase that was searched for, with time stamp.
Knowledge article viewed	The knowledge article viewed, with time stamp.
Custom action performed	Any other custom action that's being tracked by your organization, with time stamp.

To configure the appearance of the Self service tab, see Enable self-service settings for customer actions in a conversation summary.

Visitor details

The Visitor details tab provides information such as whether the customer is authenticated, the browser the customer used to contact support, the operating system used by the customer, the customer's location, and the language used during the interaction.

If the customer has signed in to the portal to initiate the chat with a support agent, the Authenticated field value is Yes; otherwise, the Authenticated field value is No.

Authenticated chat shown as Yes on the Visitor details tab Unauthenticated chat shown as No on the Visitor details tab

To learn more, see Create chat authentication settings.

Additional details

If your administrator or developer has configured the Additional details tab and if any additional context variables exist, they're displayed on the Additional details tab.

To learn more, see setContextProvider.

Case

Use the Case section to search for an existing case in Omnichannel for Customer Service, and select the case to link it to the conversation. If the record doesn't exist, you can create a new case by using the + Add Case button. After you create it, search for the record and then select it to link it to the conversation.

Case section in the customer summary form.

Recent cases

This section displays recent cases related to the customer.

Recent cases section in the customer summary form.

Timeline

This section displays case-related and customer-related activities in the form of a timeline. You can create quick notes based on your discussion with the customer. Use the Linked records field to switch the timeline based on the case, contact, or account record linked to the conversation.

The Linked records field shows the record that's linked to the conversation. For example, if you link a contact and case to the conversation, the Linked records dropdown list shows Contact and Case, respectively.

View only the linked records in the drop-down.