How can we help?

The "Relate to" feature allows agents to associate an inbound or outbound call with an existing case or opportunity in Microsoft Dynamics 365. During after call work, the agent can choose a case or opportunity to relate to the call from a list of active cases or opportunities associated with the contact’s phone number. These are sorted in chronological order, with the most recent at the top.

To enable the “Relate to” feature for Microsoft Dynamics 365 Connector, please check the article Enabling “Relate to” in Talkdesk Microsoft Dynamics 365 Connector.

Prerequisites

In order for agents to use the “Relate to” feature, make sure the following prerequisites are in place:

• Agents need to have access to the Conversations App, with wrap up phase enabled;
• Agents must be synced with Microsoft D365;
• The chosen CTI integration on the agent’s configurations must be D365 and the agent must be connected to CTI.

Using “Relate to”

Follow the next steps in order to use “Relate to” in Conversations:

1. Log in to Talkdesk in Talkdesk Embedded from your Microsoft Dynamics 365 instance, to have an active CTI session [1]

2. Start / receive a call in Conversations [2]

3. When the call ends, you will see the wrap-up screen in Conversations. Click on the “Relate to” dropdown [3] and select the desired Case or Opportunity to log and relate the call to
4. Click on the Submit [4] button

Notes:

• The “Relate to” dropdown allows you to search for the relevant Cases or Opportunities by name, number, or ticket status.
• The displayed results are the active Cases and/or Opportunities related to the caller’s phone number, according to what is configured on the Settings of Talkdesk Embedded in your Microsoft Dynamics 365 instance.
• “Relate to” results are limited to 20 Cases or Opportunities by default.
• Please note that “Disposition” is a mandatory field that must be filled in before you can proceed to log the call information.
• Agents need to make sure the prerequisites mentioned previously are ensured. When the prerequisites are not in place, the "Relate to" dropdown will not display any entry besides the “None” option, and the following error message will appear: “Couldn’t fetch results. Please try again.”.

5. Once the Wrap up form is submitted, a relation is created between the Case or Opportunity and the Talkdesk Activity originated from the call. You can check this relation on the Talkdesk Activity details [5] or in the Case or Opportunity details (in the image it is an example of a Case) [6]

Note: On the Cases and Opportunities details, the related Talkdesk Activities are listed in a specific component [6]. This component is configured to be displayed by default on the “Talkdesk Case / Opportunity Main” layout only [7]. To display on a different layout, extra configuration on Microsoft Dynamics 365 may be required.