minor changes

lucciz01 · web-flow · commit 55b46d0a5310 · 2025-03-27T10:29:49.000+08:00
diff --git a/support/dynamics-365/customer-service/omnichannel-for-customer-service/agent-capacity-issue-in-customer-support-assignment.md b/support/dynamics-365/customer-service/omnichannel-for-customer-service/agent-capacity-issue-in-customer-support-assignment.md
@@ -1,6 +1,6 @@
 ---
-title: Agent capacity issue in customer support assignment
-description: Solves an issue where customer support representatives (CSRs) in Dynamics 365 Customer Service receive fewer than the configured number of customers before their status automatically changes to Busy.
+title: Agent Capacity Issue in Customer Support Assignment
+description: Solves an issue where customer support representatives (CSRs) in Microsoft Dynamics 365 Customer Service receive fewer than the configured number of customers before their status automatically changes to Busy.
 author: Yerragovula
 ms.author: srreddy
 ai-usage: ai-assisted
@@ -14,7 +14,7 @@ This article addresses the issue where customer support representatives (CSRs) i
 
 ## Symptoms
 
-Customer support representatives (CSRs) are configured to handle a specific quota of customers (e.g., 5 customers per CSR). However, their status changes to **Busy** after receiving fewer customers (e.g., 3 customers), thereby preventing further customer assignments.
+Customer support representatives (CSRs) are configured to handle a specific quota of customers (for example, five customers per CSR). However, their status changes to **Busy** after receiving fewer customers (for example, three customers), thereby preventing further customer assignments.
 
 ## Cause
 
@@ -23,35 +23,29 @@ This issue can occur due to the configuration of the workstream capacity units.
 For example, consider the scenario:
 
 - Each customer case is configured to consume 30 capacity units.
-
 - The total capacity assigned to the agent is 90 units.
 
-In this scenario, even though the agent may be configured to handle 5 customer cases, they can only handle 3 simultaneously due to the total capacity limit (3 cases × 30 units each = 90 units total). Once this capacity is reached, the agent's status changes to **Busy**.
+In this scenario, even though the agent may be configured to handle five customer cases, they can only handle three simultaneously due to the total capacity limit (3 cases × 30 units each = 90 units total.) Once this capacity is reached, the agent's status changes to **Busy**.
 
-## Solution
+## Resolution
 
 To resolve this issue, adjust the total capacity units assigned to the affected agents. This ensures that the agent can handle the intended number of customers simultaneously.
 
-1. **Determine the required capacity:**
-
-    - Identify the number of customers an agent is expected to handle (e.g., 5 customers).
-
-    - Determine the capacity units consumed by each customer case (e.g., 30 units per case).
+1. Determine the required capacity:
 
-    - Calculate the total capacity needed for the agent:Required capacity = Number of customers × Capacity units per case.Example: For 5 customers, the required capacity = 5 × 30 = 150 units.
+    - Identify the number of customers an agent is expected to handle (for example, five customers.)
+    - Determine the capacity units consumed by each customer case (for example, 30 units per case.)
+    - Calculate the total capacity needed for the agent: Required capacity = Number of customers × Capacity units per case. For example: For five customers, the required capacity = 5 × 30 = 150 units.
 
-2. **Update the agent's capacity profile:**
+2. Update the agent's capacity profile:
 
     - Go to the Dynamics 365 Customer Service admin settings.
-
     - Navigate to the capacity profiles for agents.
+    - Increase the total capacity units for the affected agents to the calculated value (for example, 150 units for five customers.)
 
-    - Increase the total capacity units for the affected agents to the calculated value (e.g., 150 units for 5 customers).
-
-3. **Save and test changes:**
+3. Save and test changes:
 
     - Save the updated capacity profile.
-
     - Test the configuration to ensure agents can now handle the desired number of customer cases without their status changing to **Busy**.
 
 For detailed instructions on managing capacity profiles, see [Create and manage capacity profiles](/dynamics365/customer-service/administer/capacity-profiles).
diff --git a/support/dynamics-365/customer-service/omnichannel-for-customer-service/chat-channel-provisioning-fails-in-due-to-license-issue.md b/support/dynamics-365/customer-service/omnichannel-for-customer-service/chat-channel-provisioning-fails-in-due-to-license-issue.md
@@ -1,6 +1,6 @@
 ---
-title: Chat channel provisioning fails in Dynamics 365 due to license issue
-description: Solves an issue where the chat channel provisioning fails in Dynamics 365 Customer Service due to a license issue.
+title: Chat Channel Provisioning Fails in Dynamics 365 Due To License Issue
+description: Solves an issue where the chat channel provisioning fails in Microsoft Dynamics 365 Customer Service due to a license issue.
 author: Yerragovula
 ms.author: srreddy
 ai-usage: ai-assisted
@@ -14,13 +14,15 @@ This article provides guidance to resolve the issue where the chat channel provi
 
 ## Symptoms
 
-When attempting to provision a chat channel in Dynamics 365 Customer Service, the system reports that there is no license available. This occurs even though licenses have been purchased.
+When you try to provision a chat channel in Dynamics 365 Customer Service, the system reports that there's no license available. This occurs even though licenses have been purchased.
 
 ## Cause
 
-The issue occurs if the required Microsoft Dynamics 365 Customer Service Enterprise or Dynamics 365 Customer Engagement Plan license is not available or assigned. Licenses currently attached may be insufficient, such as basic or other messaging channel licenses, and do not include the necessary Customer Service Enterprise license required for provisioning the chat channel.
+The issue might occur if the required Microsoft Dynamics 365 Customer Service Enterprise or Dynamics 365 Customer Engagement Plan license isn't available or assigned.
 
-## Solution
+Licenses currently attached may be insufficient, such as basic or other messaging channel licenses, and don't include the necessary Customer Service Enterprise license required for provisioning the chat channel.
+
+## Resolution
 
 To resolve this issue, follow the steps below:
 
@@ -30,4 +32,4 @@ To resolve this issue, follow the steps below:
 
 3. Ensure the users have active subscription to the appropriate add-ons.
 
-Refer to [Omnichannel for Customer Service system requirements](/dynamics365/customer-service/implement/system-requirements-omnichannel) to confirm the required licenses and provisioning prerequisites.
+To confirm the required licenses and provisioning prerequisites, see [Omnichannel for Customer Service system requirements](/dynamics365/customer-service/implement/system-requirements-omnichannel).
diff --git a/support/dynamics-365/customer-service/omnichannel-for-customer-service/resource-not-found-error-when-configuring-whatsapp-channel.md b/support/dynamics-365/customer-service/omnichannel-for-customer-service/resource-not-found-error-when-configuring-whatsapp-channel.md
@@ -1,6 +1,6 @@
 ---
-title: Resource not found error when configuring WhatsApp channel
-description: Solves the error "A Resource not found for the segment" when configuring the WhatsApp channel in Dynamics 365 Customer Service or Contact Center.
+title: Resource Not Found Error When Configuring WhatsApp Channel
+description: Solves the Resource not found for the segment error when configuring the WhatsApp channel in Microsoft Dynamics 365 Customer Service or Dynamics 365 Contact Center.
 author: Yerragovula
 ms.author: srreddy
 ai-usage: ai-assisted
@@ -10,19 +10,19 @@ ms.custom: sap:WhatsApp via Twilio, DFM
 ---
 # Resource not found error when configuring WhatsApp channel
 
-This article provides guidance on resolving the error "A Resource not found for the segment 'msdyn\_UpdatePrivacyTerms'" that may occur when configuring the WhatsApp channel in Dynamics 365 Customer Service or Contact Center.
+This article provides guidance on resolving the "A Resource not found for the segment 'msdyn\_UpdatePrivacyTerms'" error that may occur when you configure the WhatsApp channel in Dynamics 365 Customer Service or Dynamics 365 Contact Center.
 
 ## Symptoms
 
-Users attempting to configure the WhatsApp channel in Dynamics 365 Customer Service (Omnichannel) encounter the error message:
+When you try to [configure the WhatsApp channel](/dynamics365/customer-service/administer/configure-whatsapp-channel) in Dynamics 365 Customer Service or Dynamics 365 Contact Center, you receive the following error message:
 
 > A Resource not found for the segment 'msdyn\_UpdatePrivacyTerms'.
 
 ## Cause
 
 This issue occurs when certain required Omnichannel-related plugins are disabled.
 
-## Solution
+## Resolution
 
 To resolve this issue, follow these steps:
 
@@ -42,18 +42,17 @@ To resolve this issue, follow these steps:
 
 1. In the **SDK Message Processing Steps** list, look in the **Name**column to locate the following plugins:
 
-    - **Microsoft.Dynamics.OmnichannelSharedBase.Plugins.PostOperationUpdatePrivacyTermsPlugin**: msdyn_UpdatePrivacyTerms of any Entity.
-
-    - **Microsoft.Dynamics.OmnichannelBase.Plugins.PostOperationUpdatePrivacyTermsPlugin**: msdyn_UpdatePrivacyTerms of any Entity.
+    - **Microsoft.Dynamics.OmnichannelSharedBase.Plugins.PostOperationUpdatePrivacyTermsPlugin**: `msdyn_UpdatePrivacyTerms` of any Entity.
+    - **Microsoft.Dynamics.OmnichannelBase.Plugins.PostOperationUpdatePrivacyTermsPlugin**: `msdyn_UpdatePrivacyTerms` of any Entity.
 
 2. Verify the **Status**column for each plugin:
 
-    - If the plugin is disabled, select it by clicking the checkbox next to its name.
+    - If the plugin is disabled, select it by selecting the checkbox next to its name.
 
-    - Click the **Activate** button in the toolbar.
+    - Select the **Activate** button in the toolbar.
 
 ### Step 4: Save and Publish Customizations
 
-1. Once the necessary plugins are activated, click **Save** in the toolbar.
+1. Once the necessary plugins are activated, select **Save** in the toolbar.
 
-2. Then, click **Publish All Customizations** to apply the changes.
+2. Then, select **Publish All Customizations** to apply the changes.
diff --git a/support/dynamics-365/customer-service/omnichannel-for-customer-service/the-remote-name-could-not-be-resolved-error-when-enabling-or-adding-a-user.md b/support/dynamics-365/customer-service/omnichannel-for-customer-service/the-remote-name-could-not-be-resolved-error-when-enabling-or-adding-a-user.md
@@ -1,6 +1,6 @@
 ---
-title: The remote name could not be resolved error when enabling or adding a user
-description: Solves the error "The remote name could not be resolved" when enabling or adding a user in Dynamics 365 Contact Center.
+title: The Remote Name Could Not Be Resolved Error When Enabling Or Adding a user
+description: Solves the The remote name could not be resolved error when enabling or adding a user in Microsoft Dynamics 365 Contact Center.
 author: Yerragovula
 ms.author: srreddy
 ai-usage: ai-assisted
@@ -10,41 +10,41 @@ ms.custom: sap:Voice channel , DFM
 ---
 # "The remote name could not be resolved" error when enabling or adding a user
 
-This article provides guidance on resolving the error message "The remote name could not be resolved" when attempting to enable or add a user in the environment.
+This article provides guidance on resolving the "The remote name could not be resolved"  error that occurs when you try to enable or add a user in an environment in Dynamics 365 Contact Center.
 
 ## Symptoms
 
-When attempting to enable or add a user, the following error message is displayed:
+When you try to enable or add a user, you receive the following error message:
 
 > The remote name could not be resolved.
 
 ## Cause
 
 This issue can occur due to an out-of-the-box plugin associated with Omnichannel, that can affect the user synchronization process.
 
-## Solution
+## Resolution
 
 Follow these steps to resolve the issue:
 
-1. Open the Customer Service Admin application.
+1. Open the Customer Service admin center.
 
-2. Open the browser console using the shortcut <kbd>Ctrl</kbd> + <kbd>Shift</kbd> + <kbd>I</kbd>.
+2. Open the browser console using the shortcut <kbd>Ctrl</kbd>+<kbd>Shift</kbd>+<kbd>I</kbd>.
 
-3. Execute the following command in the console to check the current app setting:
+3. Run the following command in the console to check the current app setting:
 
     `Xrm.Utility.getGlobalContext().getCurrentAppSetting("msdyn_IsCCaaSOrURProvisioned");`
 
     If the returned value is `true`, proceed to the next step.
 
-4. Execute the following command in the console to update the setting to `false`:
+4. Run the following command in the console to update the setting to `false`:
 
     `Xrm.Utility.getGlobalContext().saveSettingValue('msdyn_IsCCaaSOrURProvisioned', false);`
 
 5. Wait approximately 15 minutes for the setting to update.
 
-6. Refresh the browser page or log out and log back into the Customer Service Admin application.
+6. Refresh the browser page or sign out and sign back in to the Customer Service admin center.
 
-7. Re-execute the initial command to confirm the returned value is now `false`:
+7. Re-run the initial command to confirm the returned value is now `false`:
 
     `Xrm.Utility.getGlobalContext().getCurrentAppSetting("msdyn_IsCCaaSOrURProvisioned");`
 
diff --git a/support/dynamics-365/customer-service/toc.yml b/support/dynamics-365/customer-service/toc.yml
@@ -208,11 +208,11 @@
       items:
         - name: Incoming voice calls with long greeting messages cause connection delays
           href: omnichannel-for-customer-service/greeting-message-delay-agent-connection.md
-        - name: The remote name could not be resolved when enabling or adding a user
+        - name: '"The remote name could not be resolved" error when enabling or adding a user'
           href: omnichannel-for-customer-service/the-remote-name-could-not-be-resolved-error-when-enabling-or-adding-a-user.md
         - name: Use diagnostic messages to troubleshoot call issues
           href: omnichannel-for-customer-service/use-diagnostic-messages-in-call-issues.md
     - name: WhatsApp via Twilio
       items:
-        - name: Resource not found when configuring WhatsApp channel
+        - name: '"Resource not found" error when configuring WhatsApp channel'
           href: omnichannel-for-customer-service/resource-not-found-error-when-configuring-whatsapp-channel.md
