Merge pull request #8684 from MicrosoftDocs/4-articles-for-d365-cs-cases-or-incidents

Upload 4 "Cases or Incidents" articles

Author: aartig13

support/dynamics-365/customer-service/cases-or-incidents/add-or-manage-bots-issues.md

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+---
+title: Copilot Studio Bots Affect Workstreams And Agent Transfers
+description: Helps resolve issues related to bot management and prevent disruptions in chat queues and agent transfers in Microsoft Dynamics 365 Customer Service.
+ms.reviewer: ghoshsoham
+author: Yerragovula
+ms.author: srreddy
+ai-usage: ai-assisted
+ms.date: 04/14/2025
+ms.custom: sap:Cases or Incidents, DFM
+---
+# Workstreams and agents are affected by changes made to other Copilot Studio bots
+
+This article addresses issues encountered when adding or managing Copilot Studio bots in Dynamics 365 Customer Service that impact workstreams and agent transfers.
+
+## Symptoms
+
+You might encounter the following issues when working with [Copilot Studio bots](/dynamics365/customer-service/administer/configure-bot-virtual-agent) in Dynamics 365 Customer Service:
+
+- Adding a new bot to a workstream inadvertently updates or replaces bots or agents in other existing chat or messaging workstreams.
+- Bots don't work correctly, causing chat queues to fail.
+- Certain bot versions can't be retrieved in the Customer Service admin center.
+
+## Cause
+
+The issue can occur when the `iscustomizable` flag is enabled for the bot skill. When this flag is enabled, any changes made to one bot or workstream could inadvertently affect other bots or workstreams.
+
+## Resolution
+
+To prevent a bot from affecting other workstreams, follow these steps to disable the `iscustomizable` flag for the bot skill:
+
+1. Navigate to **Settings** > **Solutions** in Dynamics 365 Customer Service, and locate the solution that contains the bot and skills.
+
+2. Verify that the `iscustomizable` flag isn't enabled for the skill in question.
+
+For more information, see [Use managed properties](/power-platform/alm/use-managed-properties).
+
+If the issue persists, you can manually edit the XML file of the solution to disable the `iscustomizable` flag:
+
+1. Export the solution containing the bot and skills.
+2. Open the solution file in a text editor.
+3. Locate the `iscustomizable` flag for the relevant skill.
+4. Set the `iscustomizable` flag to **false**.
+5. Save the changes to the XML file.
+6. Import the modified solution back into Dynamics 365.
+
+By setting the `iscustomizable` flag to **false**, the skill becomes non-editable, ensuring that changes to one bot or workstream don't unintentionally impact others.

support/dynamics-365/customer-service/cases-or-incidents/dismiss-all-not-working-in-notifications.md

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+---
+title: Dismiss All Doesn't Work in Notifications
+description: Helps resolve an issue where notifications are cleared temporarily but reappear after a short time in Microsoft Dynamics 365 Customer Service.
+ms.reviewer: srreddy
+author: Yerragovula
+ms.author: srreddy
+ai-usage: ai-assisted
+ms.date: 04/14/2025
+ms.custom: sap:Cases or Incidents, DFM
+---
+# The Dismiss All button doesn't work in the notifications in Dynamics 365 Customer Service
+
+This article addresses an issue with the **Dismiss All** button in the notifications area of Dynamics 365 Customer Service.
+
+## Symptoms
+
+When you select the **Dismiss All** button in the notifications area of Dynamics 365 Customer Service, notifications are temporarily cleared from the interface. However, the notifications reappear after a short period, typically within less than a minute.
+
+## Cause
+
+This issue can occur due to insufficient user privileges on specific entities related to the notification system. Non-system administrators might lack the necessary permissions on the following entities:
+
+- Model-driven app user setting
+- Setting definition
+
+> [!IMPORTANT]
+>
+> - The **Dismiss All** action doesn't delete notifications but prevents fetching notifications created before the action. Notifications will still be automatically deleted by the system as they near their expiry dates.
+> - If immediate deletion of notifications is required, users should use the **Delete** action on individual notification cards instead of using the **Dismiss All** functionality.
+
+## Resolution
+
+To resolve this issue, ensure that the affected user has the necessary privileges on the involved entities. Follow these steps to update permissions:
+
+1. Assign the following privileges on the "model-driven app user setting" entity:
+
+    - Create
+    - Read
+    - Write
+    - Append
+
+2. Assign the following privileges on the "setting definition" entity:
+
+    - Read
+    - AppendTo
+
+3. Verify that the updated privileges are applied to the user's security role.
+4. Test the **Dismiss All** button to confirm that notifications no longer reappear after being dismissed.

support/dynamics-365/customer-service/cases-or-incidents/user-location-not-captured-displayed-to-agent.md

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+---
+title: Chatbot Workstream Fails To Detect User's Location
+description: Helps resolve an issue where the chatbot workstream fails to detect the user's location even after proper configuration in Microsoft Dynamics 365 Customer Service.
+ms.reviewer: courtser
+author: Yerragovula
+ms.author: srreddy
+ai-usage: ai-assisted
+ms.date: 04/10/2025
+ms.custom: sap:Cases or Incidents, DFM
+---
+# Chatbot workstream fails to detect user's location
+
+This article addresses an issue where the chatbot workstream fails to detect the user's location, even after proper configuration in Dynamics 365 Customer Service.
+
+## Symptoms
+
+After you [set up visitor location detection](/dynamics365/customer-service/administer/geo-location-provider) in a chatbot workstream within Dynamics 365 Customer Service, the user's location details aren't being captured or displayed to the agent.
+
+## Cause
+
+This issue can occur if the Bing Map API key used for location detection was created in a different tenant than the one used by the Dynamics 365 Customer Service application. As a result, the chatbot fails to detect the user's location.
+
+## Resolution
+
+To resolve this issue, ensure that the Bing Map API key is created and configured in the same tenant as the Dynamics 365 Customer Service application. For more information, see [Getting a Bing Maps Key](/bingmaps/getting-started/bing-maps-dev-center-help/getting-a-bing-maps-key).

support/dynamics-365/customer-service/cases-or-incidents/you-dont-have-access-to-data-for-case-summaries-error.md

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+---
+title: You Don't Have Access To The Data Used For Case Summaries Error
+description: Resolves the issues related to the Copilot case summary feature in Microsoft Dynamics 365 Customer Service.
+ms.reviewer: ghoshsoham
+author: Yerragovula
+ms.author: srreddy
+ai-usage: ai-assisted
+ms.date: 04/14/2025
+ms.custom: sap:Cases or Incidents, DFM
+---
+# "It looks like you don't have access to the data that's used for case summaries" error
+
+This article provides a resolution for the issues related to the Copilot case summary feature in Microsoft Dynamics 365 Customer Service.
+
+## Symptoms
+
+When you try to use the [Copilot case summary](/dynamics365/contact-center/administer/copilot-enable-summary) feature, you might receive the following error message:
+
+> It looks like you don't have access to the data that's used for case summaries.
+
+Additionally, the feature fails to display properly for non-administrators who try to use a custom product table instead of the out-of-box (OOB) product table.
+
+## Cause
+
+Copilot case summaries rely on a relationship between the custom table and the OOB "case" table.
+
+- Copilot uses data from tables related to the "case" table to generate summaries.
+- Custom tables that lack a relationship with the "case" table are ineligible for use in generating case summaries.
+
+## Resolution
+
+To resolve this issue, establish a relationship between your custom table and the OOB "case" table. Follow these steps:
+
+1. In [Power Apps](https://make.powerapps.com/), navigate to the environment where your custom table resides.
+1. From the left navigation pane, select **Tables**.
+1. Select your custom table (for example, the custom product table.)
+1. Go to the **Relationships** tab.
+
+1. Select **+ New relationship** and select the appropriate relationship type:
+    - For a many-to-one relationship: Select **Lookup**.
+    - For a one-to-many relationship: Select **One-to-Many**.
+    - For a many-to-many relationship: Select **Many-to-Many** (if applicable).
+
+1. In the **Related Table** dropdown, select **Case (incident)**.
+1. Select **Done** and then select **Save**.
+1. Publish the table to apply the changes.
+
+1. Test the changes:
+    - Navigate to the Copilot case summary feature in Dynamics 365.
+    - Try to generate a case summary using the custom table.
+    - Confirm that the summary displays correctly without any error.
+
+Alternatively, if creating a relationship between the custom table and the OOB "case" table isn't feasible, you can resolve the issue by removing the product data reference from the case summaries configuration. Follow these steps:
+
+1. Navigate to the **Copilot Configuration Settings** within Dynamics 365.
+2. Remove the product data reference from the case summaries configuration. For more information, see [Manage fields Copilot uses for case summaries](/dynamics365/customer-service/administer/copilot-map-custom-fields).
+3. Save the changes.
+4. Retest the feature to confirm that the error no longer appears and that the case summary displays correctly.

support/dynamics-365/customer-service/toc.yml

@@ -4,6 +4,14 @@
   items:
     - name: Can't switch between different Teams organizations in the Dynamics 365 app
       href: cases-or-incidents/cannot-switch-teams-organizations-dynamics-365-app.md
+    - name: Chatbot workstream fails to detect user's location
+      href: cases-or-incidents/user-location-not-captured-displayed-to-agent.md
+    - name: You don't have access to the data used for case summaries error
+      href: cases-or-incidents/you-dont-have-access-to-data-for-case-summaries-error.md
+    - name: The Dismiss All button doesn't work in the notifications
+      href: cases-or-incidents/dismiss-all-not-working-in-notifications.md
+    - name: Workstreams and agents are affected by changes made to other Copilot Studio bots
+      href: cases-or-incidents/add-or-manage-bots-issues.md
 - name: Customer Service Insights
   items:
     - name: Troubleshoot issues using Solution Health Hub