upload the drdaft

Author: lucciz01

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: 04/18/2025
+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 may occur after recent updates or modifications to the system.
+
+## Cause
+
+This issue could be caused due to 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 are 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 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**, 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 may 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:
+author: Yerragovula
+ms.author: srreddy
+ai-usage: ai-assisted
+ms.date: 04/18/2025
+ms.custom: sap:Knowledge Management, DFM
+---
+# Knowledge articles not supporting multilingual search
+
+This article provides troublshooting steps for the 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 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 are not.
+
+## 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 may not match the language of the search query.
+2. Translations for the knowledge articles may not have been properly configured or enabled.
+
+## Troubleshooting steps
+
+### Verify the preferred language of the knowledge articles
+
+1. Open the knowledge article that's not appearing 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's not appearing 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: Resolves an issue where only the business phone number is displayed for contacts or accounts when you using the enhanced outbound dialer in Microsoft Dynamics 365 Customer Service.
+ms.reviewer: srubinstein
+author: Yerragovula
+ms.author: srreddy
+ai-usage: ai-assisted
+ms.date: 04/18/2025
+ms.custom: sap:Voice channel, DFM
+---
+# Outbound dialer enhancements 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 are available in the system.
+
+## Cause
+
+This issue could be caused due to customizations on the **Contact** form. Specifically, if a custom mobile phone field has been created, it may not be populating 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 Contact 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

@@ -4,7 +4,7 @@ description: Provides a resolution for an issue where you can't migrate SLAs to
 ms.reviewer: sdas
 ms.author: ghoshsoham
 author: soham-msft
-ms.date: 08/18/2023
+ms.date: 04/18/2025
 ms.custom: sap:Service Level Agreements\Facing errors during SLA migration
 ---
 # Troubleshoot issues with SLA migration to Unified Interface
@@ -138,3 +138,44 @@ To enable the `msdyn_ConditionXmlConversion` custom action for the condition con
 :::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/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.":::
+
+## Scenario 7: SLA migration is stuck
+
+When you migrate SLAs in Dynamics 365 Customer Service, you may experience the following issues:
+
+- SLA items fail to reflect correctly after migration.
+- The SLA timer grid does not display the timer as expected.
+- Some SLA items appear to be stuck or incomplete in the migration process.
+
+#### Cause
+
+This issue may occur due to one or more of the following reasons:
+
+1. Some SLA items may not have migrated successfully and could be stuck in the migration process.
+2. 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 issue:
+
+1. Navigate to **Settings** > **Service Management** > **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 add complexity to the SLA to identify any incompatible conditions.
+
+6. After making necessary adjustments, test the SLAs in a sandbox environment. Confirm that the SLA timer grid displays correctly and functions as expected.

support/dynamics-365/customer-service/service-level-agreements/sla-timer-continues-when-closed-case-reopen.md

@@ -0,0 +1,36 @@
+---
+title: SLA Timer Not Restarting From the Beginning When a Closed Case Is Reopened 
+description: Provides guidance on how to ensure the SLA timer restarts from the beginning when a closed case is reopened in Microsoft Dynamics 365 Customer Service.
+ms.reviewer: ghoshsoham
+author: Yerragovula
+ms.author: srreddy
+ai-usage: ai-assisted
+ms.date: 04/18/2025
+ms.custom: sap:Service Level Agreements, DFM
+---
+# A SLA timer continues instead of restarting when a closed case is reopened
+
+This article provides guidance on how to restart the SLA timer when a closed case is reopened in Dynamics 365 Customer Service. By default, the SLA timer continues from the previous time instead of restarting.
+
+## Symptoms
+
+When a case is closed and subsequently reopened in Dynamics 365 Customer Service, the [SLA timer](/dynamics365/customer-service/administer/add-timer-control-case-form-track-time-against-sla) continues from the previous time instead of restarting from the beginning. You expect the SLA timer to reset and start anew upon reopening the case.
+
+## Cause
+
+The SLA timer doesn't automatically restart upon reopening a closed case. By default, it continues to run, accounting for holiday hours, non-business hours, and pause time, while projecting SLA warning or failure time.
+
+## Resolution
+
+To ensure the SLA timer restarts when a closed case is reopened, you need to enable SLA recalculation in the system. Follow these steps:
+
+1. Navigate to the [Copilot Service admin center (previously known as Customer Service admin center)](/dynamics365/customer-service/implement/cs-admin-center).
+1. Go to **Service Terms** in **Operations**.
+1. In the **Other SLA Settings** section, select **Manage**. The **Service Configuration Settings** view is displayed.
+1. Locate the **Recalculate SLA on terminal status** setting.
+1. Set the option to **"Yes"** to enable SLA recalculation.
+
+## More information
+
+- [Understand SLAs](/dynamics365/customer-service/use/customer-service-hub-user-guide-case-sla)
+- [Recalculate service-level agreements](/dynamics365/customer-service/administer/enable-sla-recalculation)

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

@@ -14,6 +14,8 @@
       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: Icons and colors aren't displayed in case views
+      href: cases-or-incidents/icons-and-colors-not-displaying-in-case-views.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
@@ -52,6 +54,8 @@
   items:  
     - name: Data isn't updated on Insights for integrated search providers
       href: knowledge-management/data-not-updated-integrated-search-providers.md  
+    - name: Knowledge articles not supporting multilingual search
+      href: knowledge-management/knowledge-articles-not-supporting-multilingual-search.md  
 - name: Queues
   items:  
     - name: Personal view queue filters aren't working properly
@@ -112,6 +116,8 @@
           href: service-level-agreements/sla-timer-pause-state-changed.md
         - name: SLA Timer keeps running or expires before the Timer failure time 
           href: service-level-agreements/sla-timer-keep-running-or-expired.md
+        - name: SLA timer continues instead of restarting when a closed case is reopened
+          name: service-level-agreements/sla-timer-continues-when-closed-case-reopen.md
         - name: Warning appears on SLA KPI instances
           href: service-level-agreements/warning-slakpiinstances.md
     - name: SLA flow
@@ -236,6 +242,8 @@
       items:
         - name: Incoming voice calls with long greeting messages cause connection delays
           href: omnichannel-for-customer-service/greeting-message-delay-agent-connection.md
+        - name: Outbound dialer enhancements doesn't display all phone numbers
+          href: omnichannel-for-customer-service/outbound-dialer-enhancements-not-displaying-all-phone-numbers.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