Developer tools for Customer Service
Dynamics 365 Customer Service lets you extend and customize the core functionalities to suit your business needs.
Some of the features that you can customize are listed in this article.
Use a plug-in to route records other than cases
Use the IPlugin Interface plug-in to route records other than cases.
Create a knowledge article using a template
Use the msdyn_GetKAObjectFromTemplate action to create a knowledge article from an existing knowledge article template programmatically.
Live chat widget SDK
Omnichannel for Customer Service live chat widget SDK provides methods that lets you do the following.
- Set, retrieve, and remove custom context provider for a live chat session.
- Open an existing chat or start a new one.
- Set, retrieve, and remove authentication-token providers for a live chat session.
Start a chat
Live chat SDK reference
Start proactive chat
Anticipating areas where customers need help and then engaging them through chat when they have been browsing your website for some time helps improve customer experience. Omnichannel for Customer Service allows you to offer proactive chat request to your customers when you think they can use some help.
Send custom context
When a customer starts a chat, you can pass custom context to Omnichannel for Customer Service.
Display custom context
Learn how you can display the context variables in the Conversation Summary control for a conversation on the agent user interface.
Send authentication token
Learn how you can pass an authentication token to Omnichannel for Customer Service to authenticate a customer when they start a chat.
Enable a bot to escalate and end conversation
Omnichannel for Customer Service allows you to route a conversation to a human agent when you think human intervention is required to successfully help the customer.
Enable a bot to escalate and end conversation
Close conversations automatically
Learn how you can automatically close a conversation using Web API.
Configure automatic closure of conversations
runMacro API
The runMacro API allows you to execute a macro whose name was passed as a parameter in the API call.
Build a smart assist bot
Read how you can build a smart assist bot to help agents resolve customer queries faster and more effectively.
Enable bot context
Enable your Azure bot to understand context while authoring a bot flow.
Bring your own custom messaging channel
Read how you can implement a connector to integrate custom messaging channels using Direct Line Bot.
Integrate your own custom channel: Direct Line
Related information
Introduction to Omnichannel for Customer Service
Omnichannel for Customer Service for system customizers
Live chat SDK reference