Felder zum Identifizieren von Kunden aktivieren

Sie können für andere Kontakt- und Kontotabellen als die Standardfelder ein Feld Dataverse festlegen und den Kunden identifizieren, der über den Sprachkanal Kontakt aufnimmt.

Wenn Sie beispielsweise die Dataverse in der Tabelle aufgeführten Felder zur Identifizierung eines Sprachanrufers verwenden möchten, führen Sie die folgenden Schritte aus.

Table	Dataverse Feld	UI-Beschriftung
Contact	Telephone1	Telefon (geschäftlich)
Contact	Telephone2	Telefon (privat)
Contact	Telephone3	Telefon 3
Contact	Mobilephone	Mobiltelefonnummer
Account	Telephone1	Primäre Telefonnummer
Account	Telephone2	Weitere Telefonnummer

Überprüfen Sie in der Dynamics 365 Instanz die Regeln zur Datensatzidentifikation für den Spracharbeitsstream wie folgt:

1. Führen Sie zum Nachschlagen msdyn_recordidentificationrule die folgende OData-API aus.

   https://<_org_uri_>/api/data/v9.0/msdyn_liveworkstreams(<_workstream_id_>)

2. Aktualisieren Sie die Felder mithilfe des folgenden FetchXML.

(" https://pt-dev.crm6.dynamics.com/api/data/v9.2/msdyn_liveworkstreams(bb4c58fe-468b-d5a3-424c-c5a965ceada2)", { method: 'PATCH', body: JSON.stringify({ "msdyn_recordidentificationrule" : “
<RecordIdentificationRuleSet>
	<RecordIdentificationRule>
		<PrimaryEntity LogicalCollectionName=\"accounts\" PrimaryKeyAttribute=\"accountid\" PrimaryNameAttribute=\"name\"/>
		<fetch version=\"1.0\" output-format=\"xml-platform\" mapping=\"logical\" top=\"2\">
			<entity name=\"account\">
				<attribute name=\"accountid\"/>
				<attribute name=\"name\"/>
				<filter type=\"and\">
					<condition attribute=\"statuscode\" operator=\"eq\" value=\"1\"/>
					<condition attribute=\"name\" operator=\"eq\" value=\"${Name}\"/>
					<filter type=\"or\">
						<condition attribute=\"telephone1\" operator=\"eq\" source=\"msdyn_msdyn_ocliveworkitem_msdyn_ocphonecallengagementctx_liveworkitemid\" value=\"${msdyn_fromphone}\"/>
						<condition attribute=\"telephone2\" operator=\"eq\" source=\"msdyn_msdyn_ocliveworkitem_msdyn_ocphonecallengagementctx_liveworkitemid\" value=\"${msdyn_fromphone}\"/>
					</filter>
					<condition attribute=\"emailaddress1\" operator=\"eq\" value=\"${Email}\"/>
				</filter>
			</entity>
		</fetch>
		<ContextKey name=\"msdyn_account_msdyn_ocliveworkitem_Customer\" isPreferred=\"false\"/>
	</RecordIdentificationRule>
	<RecordIdentificationRule>
		<PrimaryEntity LogicalCollectionName=\"contacts\" PrimaryKeyAttribute=\"contactid\" PrimaryNameAttribute=\"fullname\"/>
		<fetch version=\"1.0\" output-format=\"xml-platform\" mapping=\"logical\" top=\"2\">
			<entity name=\"contact\">
				<attribute name=\"contactid\"/>
				<attribute name=\"fullname\"/>
				<filter type=\"and\">
					<condition attribute=\"statuscode\" operator=\"eq\" value=\"1\"/>
					<condition attribute=\"fullname\" operator=\"eq\" value=\"${Name}\"/>
					<filter type=\"or\">
						<condition attribute=\"mobilephone\" operator=\"eq\" source=\"msdyn_msdyn_ocliveworkitem_msdyn_ocphonecallengagementctx_liveworkitemid\" value=\"${msdyn_fromphone}\"/>
						<condition attribute=\"telephone1\" operator=\"eq\" source=\"msdyn_msdyn_ocliveworkitem_msdyn_ocphonecallengagementctx_liveworkitemid\" value=\"${msdyn_fromphone}\"/>
						<condition attribute=\"telephone2\" operator=\"eq\" source=\"msdyn_msdyn_ocliveworkitem_msdyn_ocphonecallengagementctx_liveworkitemid\" value=\"${msdyn_fromphone}\"/>
						<condition attribute=\"telephone3\" operator=\"eq\" source=\"msdyn_msdyn_ocliveworkitem_msdyn_ocphonecallengagementctx_liveworkitemid\" value=\"${msdyn_fromphone}\"/>
					</filter>
					<condition attribute=\"emailaddress1\" operator=\"eq\" value=\"${Email}\"/>
				</filter>
			</entity>
		</fetch>
		<ContextKey name=\"msdyn_contact_msdyn_ocliveworkitem_Customer\" isPreferred=\"true\"/>
	</RecordIdentificationRule>
	<RecordIdentificationRule>
		<PrimaryEntity LogicalCollectionName=\"incidents\" PrimaryKeyAttribute=\"incidentid\" PrimaryNameAttribute=\"title\"/>
		<fetch version=\"1.0\" output-format=\"xml-platform\" mapping=\"logical\" top=\"2\">
			<entity name=\"incident\">
				<attribute name=\"incidentid\"/>
				<attribute name=\"title\"/>
				<filter type=\"and\">
					<condition attribute=\"ticketnumber\" operator=\"eq\" value=\"${CaseNumber}\"/>
					<condition attribute=\"statuscode\" operator=\"eq\" value=\"1\"/>
					<filter type=\"or\">
						<filter type=\"and\">
							<condition attribute=\"statuscode\" operator=\"eq\" value=\"1\" entityname=\"ac\"/>
							<condition attribute=\"name\" operator=\"eq\" value=\"${Name}\" entityname=\"ac\"/>
							<condition attribute=\"telephone1\" operator=\"eq\" source=\"msdyn_msdyn_ocliveworkitem_msdyn_ocphonecallengagementctx_liveworkitemid\" value=\"${msdyn_fromphone}\" entityname=\"ac\"/>
							<condition attribute=\"emailaddress1\" operator=\"eq\" value=\"${Email}\" entityname=\"ac\"/>
						</filter>
						<filter type=\"and\">
							<condition attribute=\"statuscode\" operator=\"eq\" value=\"1\" entityname=\"co\"/>
							<condition attribute=\"fullname\" operator=\"eq\" value=\"${Name}\" entityname=\"co\"/>
							<condition attribute=\"mobilephone\" operator=\"eq\" source=\"msdyn_msdyn_ocliveworkitem_msdyn_ocphonecallengagementctx_liveworkitemid\" value=\"${msdyn_fromphone}\" entityname=\"co\"/>
							<condition attribute=\"emailaddress1\" operator=\"eq\" value=\"${Email}\" entityname=\"co\"/>
						</filter>
					</filter>
				</filter>
			</filter>
			<link-entity name=\"account\" from=\"accountid\" to=\"customerid\" link-type=\"outer\" alias=\"ac\"/>
			<link-entity name=\"contact\" from=\"contactid\" to=\"customerid\" link-type=\"outer\" alias=\"co\"/>
		</entity>
	</fetch>
	<ContextKey name=\"msdyn_incident_msdyn_ocliveworkitem\"/>
</RecordIdentificationRule>undefined</RecordIdentificationRuleSet> 
“}), headers: { 'Content-type': 'application/json; charset=UTF-8' } }) .then() 

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