The “Relate to” feature allows agents to relate a call to a Case or an Opportunity from a list of existing Microsoft Dynamics 365 entries displayed in Conversations after an inbound or an outbound call ends.
The shown Cases and/or Opportunities are only the ones that are active and associated with the contact phone number of the caller. They are displayed in chronological order, with the most recent one at the top.
The configuration of the feature can be completed by executing the following steps:
- On your Talkdesk account, go to Builder [1] > Integrations [2] > My Integrations tab.
- Use the search box [3] to find the Microsoft Dynamics 365 integration.
- Select Edit integration [4].
- On the Settings section [5], click Edit [6].
- Tick the Relate to ticket option [7] and hit Save.
- Go to your Microsoft Dynamics 365 account and on Talkdesk Embedded [8], select the Settings button [9].
Note: To access these settings, the user must have the role Talkdesk Admin in Microsoft Dynamics 365. Management of roles is done on the Power Platform Admin Center.
- Select the entities that can be used on Relate To. The available entities are Cases and Opportunities
After enabling the "Relate to" feature, you are now ready to start using it. Please check Using “Relate to” in Talkdesk Microsoft Dynamics 365 Connector article.
Mandatory “Relate to” Selection
It is also possible to enforce the selection of a Relate to a Case or Opportunity before logging the call information during the After Call Work in Conversations.
The option to enable “Mandatory relate to” [1] is available on the Settings section of Microsoft Dynamics 365 integration configuration (check the previous steps to enable Relate to).
Notes:
- Whether you are enabling or disabling the feature, in order for the change to take effect, agents currently logged in will need to refresh the Conversations App.
- After enabling the feature, Conversations will only allow the call information to be submitted once a disposition and a “Relate to” option are selected.