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

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 self-service feature displays information about the recent actions that a customer performs before starting a conversation with an agent. This information helps agents understand customer issues and provide a personalized service for enhanced customer satisfaction.

The data about the recent actions is stored in an entity for the conversation that has been closed. A record is created for each self-service action and action type. To learn more, see msdyn_visitorjourney Entity Reference.

Enabling the self-service feature is a two-step process as follows:

1. Add a code snippet in the self-service portal that is configured for your organization. For the sample code and to learn more, see Pass self service history as context.
2. Update the settings in the Customer Service admin center app.

Enable self service

You can enable the self service feature in the Customer Service admin center or Omnichannel admin center (deprecated) app.

1. Add the code snippet in the customer self-service portal.

2. Go to one of the apps, and perform the following steps.

   Customer Service admin center

   1. In the site map, select Customer Settings in Customer support. The Customer settings page appears.
   2. In the Self service section, select Manage.

   The Omnichannel Configuration . Self service settings page is displayed.

   Omnichannel admin center (deprecated)

   Important

   Omnichannel admin center is deprecated. Use the Customer Service admin center app for admin tasks across Customer Service.

   1. In the site map, select Customer Settings in Advanced settings. The Customer settings page appears.
   2. In the Self service section, select Manage.

   The Omnichannel Configuration . Self service settings page is displayed.

3. Set the Self service toggle to Yes.

   

4. Select Save. The Self service tab will appear for the agent when a chat is started with a customer.

See also

Self service