Merge pull request #8776 from MicrosoftDocs/main

Auto push to live 2025-04-23 02:30:28

Author: Deland-Han

support/dynamics-365/customer-service/cases-or-incidents/icons-and-colors-not-displaying-in-case-views.md

@@ -0,0 +1,56 @@
+---
+title: Icons and Colors Aren't Visible in Dynamics 365 Case Views
+description: Resolves an issue where icons and colors aren't displayed in Dynamics 365 case views.
+ms.reviewer: agarwalneha
+author: Yerragovula
+ms.author: srreddy
+ai-usage: ai-assisted
+ms.date: 04/23/2025
+ms.custom: sap:Cases or Incidents, DFM
+---
+# Icons and colors aren't displayed in Dynamics 365 case views
+
+This article addresses an issue where the default color-coded icons for options like **Priority** and **Status** aren't visible in case views after recent updates in Dynamics 365 Customer Service.
+
+## Symptoms
+
+When you view cases or incidents in Dynamics 365 Customer Service, you can't see the default color-coded icons for fields such as **Priority** and **Status**. This issue might occur after recent updates or modifications to the system.
+
+## Cause
+
+This issue might be caused by incorrect or incomplete configuration settings related to the [Power Apps grid control and option set colors](/dynamics365/customer-service/administer/enable-case-grids).
+
+## Resolution
+
+To restore the missing icons and colors in Dynamics 365 case views, follow these steps:
+
+1. Navigate to **Settings** > **Advanced Settings** within the application.
+2. Select **Solutions**. The **Solutions** page appears.
+3. On the **Solutions** page, select **Default Solution**.
+4. Select **Switch to classic** to access the classic interface.
+5. In the classic interface, go to **Entities** > **Case**.
+6. On the **Case** page, find and open the **Controls** section.
+7. Ensure that you're using the **Power Apps grid control** for the **Case** entity.
+8. Verify that the **Customizer Control** field is set to the following value:
+
+    **MscrmControls.CustomCellControl.CustomCellControl**
+
+   If the field isn't set to the value, update it accordingly.
+
+9. Ensure that the **Enable OptionSet Colors** property is set to **Yes**.
+
+### Modifying option set colors
+
+If you need to adjust the option set colors, follow these steps:
+
+1. Select the desired option set from the field list.
+2. Scroll down to the **Options** section in the pop-up window.
+3. Select the option you want to modify and change the corresponding color.
+4. Save your changes.
+
+### Additional steps for active solution layers
+
+If the issue persists, check if the **Case** entity has an active layer in its solution:
+
+1. Navigate to **Settings** > **Customizations** and select the **Solution Layers** button for the **Case** entity.
+2. Verify if an active layer is present. If an active layer exists, additional investigation or adjustments might be required.

support/dynamics-365/customer-service/knowledge-management/knowledge-articles-not-supporting-multilingual-search.md

@@ -0,0 +1,53 @@
+---
+title: Knowledge Articles Not Supporting Multilingual Search
+description: Provide troubleshooting steps to ensure knowledge articles are properly configured to support multilingual search in Microsoft Dynamics 365 Customer Service.
+ms.reviewer: atrinassa
+author: Yerragovula
+ms.author: srreddy
+ai-usage: ai-assisted
+ms.date: 04/23/2025
+ms.custom: sap:Knowledge Management, DFM
+---
+# Knowledge articles don't support multilingual search
+
+This article provides troubleshooting steps for issues where knowledge articles originally authored in English are sometimes not discoverable using search terms in other languages, such as Chinese.
+
+## Symptoms
+
+You might encounter the following issues when searching for knowledge articles in Dynamics 365 Customer Service:
+
+- Knowledge articles authored in English aren't consistently discoverable using search terms in other languages (for example, Chinese).
+- Some articles are successfully retrieved using multilingual search terms, while others aren't.
+
+## Cause
+
+The issue might be related to the language preferences or translation configurations of the knowledge articles. Specifically:
+
+1. The preferred language of the knowledge articles might not match the language of the search query.
+2. Translations for the knowledge articles might not have been properly configured or enabled.
+
+## Troubleshooting steps
+
+### Verify the preferred language of the knowledge articles
+
+1. Open the knowledge article that doesn't appear in the multilingual search.
+2. Check the preferred language setting for the article. Ensure that it matches the language in which the article was originally authored.
+
+3. If the preferred language is incorrect, [update it to the correct language](/dynamics365/customer-service/use/set-knowledge-article-authoring-language#personalize-your-language-preferences-for-authoring-knowledge-articles) and save the changes.
+
+### Configure translations for the knowledge articles
+
+1. Open the knowledge article that doesn't appear in the multilingual search.
+
+2. Check if translations are already configured for the article.
+
+3. If translations aren't configured, [set the translation language for the article](/dynamics365/customer-service/use/translate-ka#select-a-language-for-your-knowledge-article-translation).
+
+4. Save and [publish the knowledge article](/dynamics365/customer-service/use/publish-ka#publish-knowledge-articles).
+
+## More information
+
+For detailed steps on configuring language preferences and translations, see:
+
+- [Configure a default knowledge article authoring language for your organization](/dynamics365/customer-service/use/set-knowledge-article-authoring-language)
+- [Translate knowledge articles](/dynamics365/customer-service/use/translate-ka)

support/dynamics-365/customer-service/omnichannel-for-customer-service/outbound-dialer-enhancements-not-displaying-all-phone-numbers.md

@@ -0,0 +1,34 @@
+---
+title: Outbound Dialer Enhancements Not Displaying All Phone Numbers
+description: Fixes an issue where only the business phone number is displayed for contacts or accounts when you use the enhanced outbound dialer in Dynamics 365 Customer Service.
+ms.reviewer: srubinstein
+author: Yerragovula
+ms.author: srreddy
+ai-usage: ai-assisted
+ms.date: 04/23/2025
+ms.custom: sap:Voice channel, DFM
+---
+# Enhanced outbound dialer doesn't display all phone numbers
+
+This article addresses an issue where the enhanced outbound dialer experience doesn't display all available phone numbers associated with contacts or accounts in Dynamics 365 Customer Service.
+
+## Symptoms
+
+When you use the [enhanced outbound dialer](/dynamics365/release-plan/2023wave2/service/dynamics365-customer-service/improvements-call-dialer) in Dynamics 365 Customer Service, only the business phone number is displayed for contacts or accounts. Other phone numbers, such as those entered in the mobile phone field, aren't shown, even if they're available in the system.
+
+## Cause
+
+This issue might be caused by customizations on the **Contact** form. Specifically, if a custom mobile phone field has been created, it might not populate the standard `mobilephone` attribute of the `contacts` entity. As a result, the enhanced outbound dialer retrieves and displays only the business phone number.
+
+## Resolution
+
+To resolve this issue, follow these steps:
+
+1. Open the Dynamics 365 Customer Service environment.
+2. Navigate to the [Contacts](/dynamics365/customer-service/administer/create-design-forms-customer-service-hub) entity and open the **Contact** form.
+3. Check for any custom mobile phone fields that have been added to the form.
+4. Ensure that these custom fields are configured to populate the standard `mobilephone` attribute of the `contacts` entity.
+5. Save and publish the changes to the **Contact** form.
+6. Test the enhanced outbound dialer to confirm that it now retrieves and displays all available phone numbers, including mobile numbers.
+
+For more information on the `contacts` entity and attributes, see [Contact table/entity reference (Microsoft Dataverse)](/power-apps/developer/data-platform/reference/entities/contact).

support/dynamics-365/customer-service/service-level-agreements/sla-migration-issues.md

@@ -1,17 +1,17 @@
 ---
-title: Troubleshoot issues with SLA migration in Dynamics 365 Customer Service
-description: Provides a resolution for an issue where you can't migrate SLAs to Unified Interface in Microsoft Dynamics 365 Customer Service.
+title: Troubleshoot Issues with SLA Migration in Dynamics 365 Customer Service
+description: Provides resolutions for issues that prevent you from migrating SLAs to Unified Interface in Microsoft Dynamics 365 Customer Service.
 ms.reviewer: sdas
 ms.author: ghoshsoham
 author: soham-msft
-ms.date: 08/18/2023
+ms.date: 04/23/2025
 ms.custom: sap:Service Level Agreements\Facing errors during SLA migration
 ---
 # Troubleshoot issues with SLA migration to Unified Interface
 
 This article describes different scenarios in which a service-level agreement (SLA) might not be successfully [migrated to Unified Interface](/dynamics365/customer-service/migrate-automatic-record-creation-and-sla-agreements#migrate-automatic-record-creation-rules-and-service-level-agreements), and provides steps to resolve these issues.
 
-## Scenario 1: Error 404 occurs during SLA migration
+## Scenario 1: Error 404 during SLA migration
 
 When running the SLA migration tool, you receive a 404 error with the "Resource not found for segment mdyn_MigrateSla" message.
 
@@ -23,11 +23,11 @@ This issue occurs because the custom action for migration isn't activated.
 
 Ensure that the `MigrateSla` workflow process is activated.
 
-## Scenario 2: SLA migration completes, but the SLA warning email doesn't display correct values
+## Scenario 2: SLA migration completes, but the SLA warning email doesn't display the correct values
 
 #### Symptoms
 
-This issue occurs after you migrate the SLA item using the "Send Email" template. Here are steps to reproduce the issue:
+This issue occurs after you migrate the SLA item using the "Send Email" template. Here are the steps to reproduce the issue:
 
 1. Create the legacy SLA and SLA item.
 2. Select **Set Properties** next to **Send Email** on the SLA item form.
@@ -39,19 +39,19 @@ This issue occurs after you migrate the SLA item using the "Send Email" template
 5. Activate the SLA, and set it as default.
 6. Create and save the case. Make sure that the SLA is applied. Wait for the SLA status to change to **Nearing non-compliance**, and then resolve the case.
 
-You should receive a warning email after a few minutes. You might find that the details of the warning email show the dynamic expressions instead of the actual values.
+You should receive a warning email after a few minutes. You might find that the details of the warning email show the dynamic expression instead of the actual value.
 
 #### Resolution
 
 Manually update the dynamic expression to the `FormattedValue` option field.
 
-1. In Customer Service admin center, go to **Service level agreements** under **Service Terms**.
-2. Select and expand the migrated SLA from grid.
+1. In the [Copilot Service admin center (previously known as Customer Service admin center)](/dynamics365/customer-service/implement/cs-admin-center), go to **Service level agreements** under **Service Terms**.
+2. Select and expand the migrated SLA from the grid.
 3. Select **SLA item** from the **SLA Items** grid and expand it. A Power Automate flow opens.
-4. Expand each step until the email template's message.
+4. Expand each step until the email template's message appears.
 5. Update the dynamic expression to the `FormattedValue` option field.
 
-   :::image type="content" source="media/sla-migration-issues/format-legacy-sla-option-field.png" alt-text="Screenshot that shows the format of the legacy SLA option field.":::
+   :::image type="content" source="media/sla-migration-issues/format-legacy-sla-option-field.png" alt-text="Screenshot that shows the format of the legacy SLA option field." lightbox="media/sla-migration-issues/format-legacy-sla-option-field.png":::
 
 6. Select **Save**.
 
@@ -67,24 +67,24 @@ This issue occurs if the SLA migration code uses the **Status** field instead of
 
 To solve this issue, take the following steps:
 
-1. In Customer Service admin center, go to **Service level agreements** under **Service Terms**.
-2. Select and expand the migrated SLA from grid.
+1. In the [Copilot Service admin center (previously known as Customer Service admin center)](/dynamics365/customer-service/implement/cs-admin-center), go to **Service level agreements** under **Service Terms**.
+2. Select and expand the migrated SLA from the grid.
 3. Select the SLA item from the **SLA Items** grid and expand it. A Power Automate flow opens.
-4. Expand each step until the **Is Succeeded** step.
+4. Expand each step until you reach the **Is Succeeded** step.
 5. Go to the **Description** field. The **Dynamic content** window opens.
 6. Search for and select the required entity.
 7. Select **Save**.
 
 > [!NOTE]
-> This issue also occurs with other datatypes like **Option Set** and **Two Options**. Use a formatted entity with these datatypes as well.
+> This issue also occurs with other data types, such as **Option Set** and **Two Options**. Use a formatted entity for these data types as well.
 
 The following screenshot shows an example of an SLA migration flow.
 
 :::image type="content" source="media/sla-migration-issues/sla-migration-flow.png" alt-text="Screenshot that shows an SLA migration flow.":::
 
 The following screenshot shows an email template that shows the expected text of **Status**.
 
-:::image type="content" source="media/sla-migration-issues/sla-migration-email.png" alt-text="An email template that shows the text of Status during SLA migration.":::
+:::image type="content" source="media/sla-migration-issues/sla-migration-email.png" alt-text="Screenshot of an email template that shows the text of Status during SLA migration.":::
 
 ## Scenario 4: Email "Subject" field is empty when the "Send Email with template" action is triggered
 
@@ -96,10 +96,10 @@ This issue occurs when a subject like "Hello,{Case Number(Case);Case Title(Case)
 
 To solve this issue, take the following steps:
 
-1. In Customer Service admin center, go to **Service level agreements** under **Service Terms**.
-2. Select and expand the migrated SLA from grid.
+1. In the [Copilot Service admin center (previously known as Customer Service admin center)](/dynamics365/customer-service/implement/cs-admin-center), go to **Service level agreements** under **Service Terms**.
+2. Select and expand the migrated SLA from the grid.
 3. Select the SLA item from the **SLA Items** grid and expand it. A Power Automate flow opens.
-4. Expand each step until the **Is Succeeded** step.
+4. Expand each step until you reach the **Is Succeeded** step.
 5. Go to the **Subject** field. The **Dynamic content** window opens.
 6. Search for and select the required entity.
 7. Select **Save**.
@@ -116,7 +116,7 @@ The following screenshot shows an email template that contains a subject.
 
 #### Cause
 
-This issue occurs if the status code of the target entity that is used in an SLA item action is deleted, which may happen during customization.
+This issue occurs if the status code of the target entity that is used in an SLA item action is deleted, which might happen during customization.
 
 #### Resolution
 
@@ -133,8 +133,49 @@ This issue occurs if you have disabled the `msdyn_ConditionXmlConversion` custom
 To enable the `msdyn_ConditionXmlConversion` custom action for the condition control conversion, follow these steps:
 
 1. Go to **Settings** > **Processes**.
-2. Make sure the **Convert legacy xml to fetchxml format and vice versa** process with the unique name `msdyn_ConditionXmlConversion` is in **Activated** status.
+2. Make sure the **Convert legacy xml to fetchxml format and vice versa** process with the unique name `msdyn_ConditionXmlConversion` is in the **Activated** status.
 
-:::image type="content" source="media/sla-migration-issues/convert-legacy-xml-to-fetchxml-format-and-vice-versa.png" alt-text="Screenshot that shows the Convert legacy xml to fetchxml format and vice versa process that's in Activated status.":::
+:::image type="content" source="media/sla-migration-issues/convert-legacy-xml-to-fetchxml-format-and-vice-versa.png" alt-text="Screenshot that shows the Convert legacy xml to fetchxml format and vice versa process in the Activated status." lightbox="media/sla-migration-issues/convert-legacy-xml-to-fetchxml-format-and-vice-versa.png":::
 
-:::image type="content" source="media/sla-migration-issues/msdyn-condition-xml-conversion.png" alt-text="Screenshot that shows the unique name of the Convert legacy xml to fetchxml format and vice versa process.":::
+:::image type="content" source="media/sla-migration-issues/msdyn-condition-xml-conversion.png" alt-text="Screenshot that shows the unique name of the Convert legacy xml to fetchxml format and vice versa process." lightbox="media/sla-migration-issues/msdyn-condition-xml-conversion.png":::
+
+## Scenario 7: SLA items don't function as expected
+
+When you migrate SLAs in Dynamics 365 Customer Service, you might experience the following issues:
+
+- SLA items fail to reflect correctly after migration.
+- The SLA timer grid doesn't display the timer as expected.
+- Some SLA items appear to be stuck or incomplete in the migration process.
+
+#### Cause
+
+These issues might occur due to one or more of the following reasons:
+
+- Some SLA items might not have been migrated successfully and might be stuck in the migration process.
+- Certain conditions configured within the SLA items aren't supported, causing them to malfunction.
+
+#### Resolution
+
+Follow these steps to troubleshoot and resolve the SLA migration issues:
+
+1. In the [Copilot Service admin center (previously known as Customer Service admin center)](/dynamics365/customer-service/implement/cs-admin-center), navigate to **Service terms** > **SLAs** to review the list of migrated SLAs.
+
+2. Verify that all SLA items have been migrated successfully:
+
+    - Check if any SLA items are stuck in the migration process.
+    - If certain SLA items are stuck, try to publish or reactivate them manually.
+
+3. Review the criteria configured in the SLA items and ensure the following:
+
+    - All conditions are compatible with the Unified Client Interface (UCI).
+    - Deprecated triggers or actions are removed or replaced.
+    - The "Applicable When" and "Success Conditions" criteria are configured correctly.
+
+4. If the issue persists, create a simple SLA item for testing purposes:
+
+   - Define straightforward criteria, such as "Case Priority = High."
+   - Verify if the SLA timer displays correctly for the test case.
+
+5. If the simple SLA item works as expected, incrementally increase the complexity of the SLA to identify any incompatible conditions.
+
+6. After making the necessary adjustments, test the SLAs in a sandbox environment. Confirm that the SLA timer grid displays correctly and functions as expected.