Enhanced Active Conversation form in Omnichannel for Customer Service – Dynamics 365
The Omnichannel conversation form has been updated to allow agents to view and edit customer and case information more efficiently. The updated form displays a Customer 360 Card for Customer (Contact or Account) and a similar card showing case details, both of which allow for inline editing of details from within the Conversation form. The fields that are displayed are configurable. Another change is the color-coded priority and case status field for easy discoverability for the agents. To enable the updated form, navigate to Workspaces >> Active Conversation form settings (Manage) in the Inside Customer Service Admin Center app.
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