Note
Access to this page requires authorization. You can try signing in or changing directories.
Access to this page requires authorization. You can try changing directories.
Applies to: Dynamics 365 Customer Service and Dynamics 365 Contact Center—standalone only
Enable self-service settings to display recent customer actions before a conversation with a customer service representative (service representative or representative). This context helps representatives understand customer issues and provide personalized service.
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. Learn more in Self service (msdyn_visitorjourney) table.
Prerequisites
Make sure that a developer has added a code snippet to retrieve the steps customers have done and pass history as context in the self-service portal that is configured for your organization.
Enable self-service settings
You can enable the self service feature in the Copilot Service admin center app.
In the site map of admin center, select Customer Settings in Customer support. The Customer settings page appears.
In the Self service section, select Manage. The Omnichannel Configuration . Self service settings page appears.
Set the Self service toggle to Yes.
Select Save. The Self service tab appears for the representative when a customer starts a chat.