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Enable self-service settings for customer actions in a conversation summary

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Applies to: Dynamics 365 Contact Center—standalone and Dynamics 365 Customer Service only

The self-service feature displays information about the recent actions that a customer performs before starting a conversation with a customer service representative (service representative or representative). This information helps service representatives understand customer issues and provide a personalized service for enhanced customer satisfaction.

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.

Enabling the self-service feature is a two-step process as follows:

  1. Add a code snippet in the self-service portal that is configured for your organization. Learn about the sample code and more in Pass self service history as context.
  2. Update the settings in the Customer Service admin center or Contact Center admin center app.

Enable self service

You can enable the self service feature in the Customer Service admin center or Contact center admin center app.

  1. Add the code snippet in the customer self-service portal.

  2. In the site map of admin center, select Customer Settings in Customer support. The Customer settings page appears.

  3. In the Self service section, select Manage. The Omnichannel Configuration . Self service settings page is displayed.

  4. Set the Self service toggle to Yes.

    Enable self service.

  5. Select Save. The Self service tab appears for the representative when a customer starts a chat.

Self service