Talkdesk allows you to display an extra contact field in Conversations: the Talkdesk Tenant custom field, providing Agents with more context during calls.
Note: To know more about this field, please read this article.
If your organization syncs Talkdesk contacts and/or leads from Microsoft D365, we recommend enabling this field on Microsoft D365.
Configuring the Tenant Custom Field for Contacts
To display custom fields from Microsoft D365 contacts, add “Tenant_Talkdesk” as a custom field to the Contact object within Microsoft D365.
Note: Refer to Microsoft D365’s documentation for comprehensive instructions on creating a custom field and displaying it on the relevant contact layout for easier editing access.
When creating the custom field, you must create it with the following parameters:
- Display Name = Tenant_Talkdesk.
- Data Type = Single line of text.
- Format = Text.
Example of how it should look like in Microsoft D365:
Note: When setting up the Display Name, ensure the name is sufficient regardless of the prefix (e.g., new_Tenant_Talkdesk, tdk_Tenant_Talkdesk, or other). The prefix is automatically added to the Schema Name.
Once the “Tenant_Talkdesk” field is created, add it to the list of contact fields included in the contact sync configuration. To know which steps to follow, click here.
Finally, initiate a manual contact sync from Microsoft D365 to Talkdesk to display the field within Talkdesk.
Once the “Tenant_Talkdesk” field is enabled on Microsoft D365, it appears in Talkdesk > Contact App > Contact profile pages.
Configuring the Tenant Custom Field for Leads
Note: this requires upgrading to package version 3.3.0 or higher
The Tenant Custom field for leads is available on the Leads object within Microsoft D365 and included on contact sync process by default, after package installation.
Notes:
- The field Talkdesk_Tenant is not configured in any layout (Forms or Views) by default;
- Make sure to not change the field Talkdesk_Tenant configuration on the Leads table;
Initiate the contact sync from Microsoft D365 to Talkdesk to display the field within Talkdesk.
Once the “Tenant_Talkdesk” field is enabled on Microsoft D365, it appears in Talkdesk > Contact App > Contact profile pages.