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Custom record identification in Omnichannel for Dynamics 365 Customer Service

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Applies to: Dynamics 365 Customer Service

In Omnichannel for Dynamics 365 Customer Service, you can identify the customer on incoming conversation, providing the chance to view account/contact and case details on the Conversation page.

The article Identify customers automatically explains how it works and how it can be used. However, in some cases, the customer identification must follow custom logic.

Considering the sample where an interactive voice response (IVR) asks to the caller for the account number. In this way, the customer identification can directly use the accountnumber column, instead of the OOB columns.

How to customize the Record Identification

Add the new condition in RI Rule:

  • Ex: <condition attribute="accountnumber" operator="eq" value="${AccountNumber}" />

  • Note : It's case sensitive

    Change the RI rule in live work stream based on new attribute

  • Entity Name : msdyn_liveworkstreams

  • Attribute Name : msdyn_recordidentificationrule

Use the following GET request to fetch all the workstream records and find the one to customize the record identification rule by using the name.

GET [Organization URI]/api/data/v9.1/msdyn_liveworkstreams
Accept: application/json  
OData-MaxVersion: 4.0  
OData-Version: 4.0
If-None-Match: null

Make a PATCH request to the msdyn_liveworkstreams table record and update the value of the msdyn_recordidentificationrule column.

PATCH [Organization URI]/api/data/v9.1/msdyn_liveworkstreams(6283ab63-5778-e911-8196-000d3af7d71e)
Accept: application/json  
OData-MaxVersion: 4.0  
OData-Version: 4.0
If-None-Match: null

{
    "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="${Name}" /><condition attribute="telephone1" operator="eq" value="${Phone}" /><condition attribute="emailaddress1" operator="eq" value="${Email}" /><condition attribute="accountnumber" operator="eq" value="${accountnumber}" /></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="contactid" operator="eq" source="msdyn_msdyn_ocliveworkitem_msdyn_livechatengagementctx_liveworkitemid" value="${msdyn_portalcontactid}" /><condition attribute="fullname" operator="eq" value="${Name}" /><condition attribute="telephone1" operator="eq" value="${Phone}" /><condition attribute="emailaddress1" operator="eq" value="${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" value="${Phone}" entityname="ac" /><condition attribute="emailaddress1" operator="eq" value="${Email}" entityname="ac" /></filter><filter type="and"><condition attribute="statuscode" operator="eq" value="1" entityname="co" /><condition attribute="contactid" operator="eq" source="msdyn_msdyn_ocliveworkitem_msdyn_livechatengagementctx_liveworkitemid" value="${msdyn_portalcontactid}" entityname="co" /><condition attribute="fullname" operator="eq" value="${Name}" entityname="co" /><condition attribute="telephone1" operator="eq" value="${Phone}" entityname="co" /><condition attribute="emailaddress1" operator="eq" value="${Email}" entityname="co" /></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></RecordIdentificationRuleSet>"
}

The following code snippet shows a sample updated rule.

<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="${Name}" />
          <condition attribute="telephone1" operator="eq" value="${Phone}" />
          <condition attribute="emailaddress1" operator="eq" value="${Email}" />
          <condition attribute="accountnumber" operator="eq" value="${accountnumber}" />
        </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="contactid" operator="eq" source="msdyn_msdyn_ocliveworkitem_msdyn_livechatengagementctx_liveworkitemid" value="${msdyn_portalcontactid}" />
          <condition attribute="fullname" operator="eq" value="${Name}" />
          <condition attribute="telephone1" operator="eq" value="${Phone}" />
          <condition attribute="emailaddress1" operator="eq" value="${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" value="${Phone}" entityname="ac" />
              <condition attribute="emailaddress1" operator="eq" value="${Email}" entityname="ac" />
            </filter>
            <filter type="and">
              <condition attribute="statuscode" operator="eq" value="1" entityname="co" />
              <condition attribute="contactid" operator="eq" source="msdyn_msdyn_ocliveworkitem_msdyn_livechatengagementctx_liveworkitemid" value="${msdyn_portalcontactid}" entityname="co" />
              <condition attribute="fullname" operator="eq" value="${Name}" entityname="co" />
              <condition attribute="telephone1" operator="eq" value="${Phone}" entityname="co" />
              <condition attribute="emailaddress1" operator="eq" value="${Email}" entityname="co" />
            </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>
  </RecordIdentificationRuleSet>