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Enhanced Active Conversation form in Omnichannel for Customer Service Dynamics 365

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#agentefficiency

#conversationform

#customerservice

#editing

#omnichannel

Dynamics 365 Customer Service Professional

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Sep 17, 2023

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AI Summary

  • The article discusses the updated conversation form in Omnichannel that allows agents to view and edit customer and case information more efficiently.
  • To enable the updated conversation form, users need to navigate to the Active Conversation form settings in the Customer Service Admin Center app.
  • The article highlights the existing conversation form before enabling the updated version.
  • The enhanced conversation form includes a Customer 360 Card for Customer (Contact or Account), which allows for inline editing of details within the form.
  • The form also displays a card showing case details and allows for inline editing.
  • The fields displayed on the form are configurable.
  • One notable change in the updated form is the inclusion of color-coded priority and case status fields to improve discoverability for agents.
  • The article concludes by stating that the updated conversation form aims to improve efficiency and provide a better user experience for agents.

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