{"id":33009,"date":"2022-11-03T17:30:43","date_gmt":"2022-11-03T12:00:43","guid":{"rendered":"https:\/\/www.inogic.com\/blog\/?p=33009"},"modified":"2022-11-04T11:34:10","modified_gmt":"2022-11-04T06:04:10","slug":"microsoft-teams-rule-based-suggested-contacts-in-dynamics-365-ce","status":"publish","type":"post","link":"https:\/\/www.inogic.com\/blog\/2022\/11\/microsoft-teams-rule-based-suggested-contacts-in-dynamics-365-ce\/","title":{"rendered":"Microsoft Teams Rule-Based Suggested contacts in Dynamics 365 CE"},"content":{"rendered":"

Effective collaboration is the magic key to success for many businesses. Collaboration within the organization always helps people to collaborate and interact with each other seamlessly. As we all are aware, Microsoft Teams is a great inbuilt platform available where you can chat within the Dynamics 365 CRM and link those team chats back to corresponding CRM records.<\/p>\n

Recently when I was exploring the Microsoft Teams feature I came across the new capability available within \u201cRule-based suggested contacts\u201d.<\/p>\n

Need:<\/strong><\/p>\n

Let us consider the use case, If the service agent is working on the case record then it is a good idea to collaborate with the support users or service agents who are already connected with the case.<\/p>\n

For quick case resolution, it is always better to find and collaborate with the right coworkers because they have more ideas and expertise about the case from their prior experience. By using the inbuilt contact suggestion capability of Microsoft teams the agent can now minimize the efforts that were required for finding the right coworkers.<\/p>\n

With the \u201cSuggested contacts\u201d feature service agents can start experiencing the auto contact suggestions (i.e. the agents) from which they can add the participant(s) intelligently and effortlessly.<\/p>\n

Enabling the Microsoft Teams chat within Dynamics 365<\/strong><\/h3>\n

Navigate to the \u201cCustomer Service Hub\u201d > change the area to \u201cService Management\u201d > \u201cEmbedded chat using Teams\u201d > turn on the \u201cTurn on Microsoft Teams chats inside Dynamics 365\u201d toggle button.<\/p>\n

\"Microsoft<\/p>\n

NOTE: <\/strong>Only a global administrator can turn on the above setting.<\/p>\n

Connect chats to Dynamis 365 records<\/strong><\/h3>\n

This is one of the sections available under the \u201cEmbedded chat using Teams\u201d. Under this section, entities can be selected for which we have to enable Team chats. This feature by default is enabled for the choicest Out-of-Box entities. We can also add other entities by clicking on the \u201cAdd record types\u201d button present at the bottom, you can also edit the setting for a particular entity by clicking on the ellipse button.<\/p>\n

E.g. I have selected the \u201cCase\u201d entity for demonstration as shown below<\/p>\n

\"Microsoft<\/p>\n

When you click on edit, the setting page opens up where you have a setting available \u201cRules-based suggested contacts\u201d where you can set up the rules to determine how to suggest contacts related to\u00a0 the record as shown below<\/p>\n

\"Microsoft<\/p>\n

Open the case record and then click on the \u201cTeams\u201d icon at the right-most corner as below<\/p>\n

\"Microsoft<\/p>\n

Teams chat will open up, which shows related existing chat. You can click on \u201cNew connected chat\u201d as shown in Screen1, upon clicking on it the chat window will open where you can have the flexibility to find the contacts under \u201cSuggested contacts\u201d as follows (refer to #1 highlighted in the Screen2 below)<\/p>\n

\"Microsoft<\/p>\n

As shown above \u201ccontext card\u201d details are also shown (refer to #2 highlighted in Screen2 above) which represent the first five fields of the selected view, the default view selected is \u201cCase introduction message view\u201d as per the below screenshot:
\n\"Microsoft<\/p>\n

At any time, you have the facility to select the view as per your desire from the view switcher as highlighted in the above screenshot. This doc<\/a> contains more details.<\/p>\n

Start Chat Button:<\/strong><\/h3>\n

\"Microsoft<\/p>\n

(Screen3)<\/p>\n

When the user would like to start the team chats, the user will select the required participants and will click on the \u201cStart chat\u201d post clicking (Refer Screen3 above), the details of the \u201cContext card\u201d will be sent (Refer Screen4) as follows<\/p>\n

NOTE:<\/strong> The user can select more than one contact from the suggested contacts. And can click on Start chat as shown above in Screen3. participants who receive the chat message get a link to the case record and can open it by clicking on the \u201cOpen in Dynamics 365\u201d hyperlink as shown above in Screen4.<\/p>\n

\"Microsoft \u00a0(Screen4)<\/p>\n

When you click on the \u201cJoin\u201d button (refer to #3 highlighted in Screen2 above) teams chat will open up where suggested contacts will be auto-added in Teams and the user can start team chats as below<\/p>\n

\"Microsoft<\/p>\n

NOTE: <\/strong>If you don\u2019t have any suggestions then \u201cSuggested contacts\u201d won\u2019t show any contacts in the list instead it shows the \u201cNo suggestions found\u201d alert as below<\/p>\n

\"Microsoft<\/p>\n

Participants field on Teams chat:<\/strong><\/p>\n

In the \u201cParticipants\u201d field we can add members by referring to the \u201cSuggested contacts\u201d list as shown<\/p>\n

\"Microsoft\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 \u00a0<\/strong><\/p>\n

Suggested contacts list on Teams chat:<\/strong><\/p>\n

The \u201cSuggested contacts\u201d list displays the members who have interacted with the records in the following manner-<\/p>\n