This article describes the major additions and changes made by the Live Assist for Microsoft Dynamics 365 CRM Package to the Microsoft CRM Platform.
User
When this solution is installed, it checks if a user with the ID “CafeXAppUser@cafex.com” exists in the CRM. If this user isn’t found, it is created with a “Live Assist Administrator“ role. Finally, this account will be used to create all the items described below.
Roles
The LA365 solution adds three new roles to CRM:
- Live Assist Agent:
- Users with this role can use all the features related to the agent app, as well as viewing the Chat Activity and related records.
- Live Assist Supervisor
- Supervisors can access the agent app and the Live Assist Supervisor page, where they can see all the ongoing chats in the Organization and participate as well, sending public messages to the visitor and agent or private messages to the agent.
- Live Assist Administrator
- The Live Assist Administrator can perform all the actions above as well as managing engagements, users and other Live Assist settings.
For more information about the roles and how to enable/disable them, see User Roles and Enabling and Disabling User Roles
Entities
The new entities and fields related to our solution are prefixed with cxlvhlp_ .
Chat Activity
New entity created by Live Assist.
API path: /api/data/v8.1/cxlvhlp_chatactivities
Entity Name: cxlvhlp_chatactivity
Display Name: Chat Activity
The Chat Activity is used to store all the information related to a chat. Once the agent takes a chat, a record is automatically created for this entity. It contains several fields like “chat start time”, “chat source URL” and “transcript URL”. For a full list of fields, call the Web API Path or alternatively, you can access the customizations under “Settings” in CRM and select the Chat Activity fields:
This entity is defined as an activity entity. This means that by default it has relationships with several CRM entities, like Case (Incident), Opportunity and Lead, among several others.
The agent can open the main Chat Activity from the CRM. This is the only form that has been customized for Live Assist for Dynamics 365 to display information about this entity. However, some form components like Saved Queries, Web Resources, and Quick Forms have been added to provide an interactive and comprehensive set of pages for agents to use.
The Dynamics 365 sitemap has been customized and it will display new items depending on the users' roles. The image below shows the options available for an Account Administrator:
| Menu Item | Area | Roles Required | Description |
| Live Assist Agent | Service | any | Opens the agent app in full mode |
| Live Assist Supervisor | Service | Supervisor or Administrator | Opens the agent supervisor application |
| Live Assist Administration | Service | Administrator | Opens the Live Assist Admin Portal |
| Knowledge Base | Service | any | Opens the knowledge base search |
| Live Assist | Settings | Administrator | Opens the Chat Settings page |
Since the CRM Package version 3.0, more entities have been added to store extra contextual information about chats in CRM. These entities have relationships with the Chat Activity entity and are displayed in Sub Grids and Quick View Forms in the main Chat Activity form. You can read more about these entities below:
Browser Context
New entity created by Live Assist.
API path: /api/data/v8.1/cxlvhlp_browsercontexts
Entity Name: cxlvhlp_browsercontext
Display Name: Browser Context
The Browser Context entity has been added to the LA365 solution on version 3.0.
This entity has been added to store extra information about the visitor’s browser.
The following fields are stored in the Browser Context:
- Source Page URL: indicates the URL where the visitor started a chat.
- Type: Stores the browser vendor (Chrome, Firefox, etc.)
- User Agent: The visitor browser’s “user agent” property.
- Version: The browser version.
Browser Context records are created automatically when a Chat Activity record is generated from a chat that did not start from a mobile device using our Mobile SDK. This entity does not have any custom forms and it is displayed inside the main Chat Activity form inside a Quick Form component.
Mobile Context
New entity created by Live Assist.
API path: /api/data/v8.1/cxlvhlp_mobilecontexts
Entity Name: cxlvhlp_mobilecontext
Display Name: Mobile Context
This entity stores more information related to chat entities, more specifically the visitor’s Mobile data. This record will be automatically generated when an agent grabs a chat that started from a mobile app using our Mobile SDK.
This entity does not have any custom forms and it is displayed inside the main Chat Activity form inside a Quick Form component.
Part of this form is below:
Page View
New entity created by Live Assist.
API path: /api/data/v8.1/cxlvhlp_pageviews
Entity Name: cxlvhlp_pageview
Display Name: Page View
Page Views store information about the pages accessed by the visitor with the Live Assist for Microsoft Dynamics365 tag.
This record will be automatically generated when an agent grabs a chat. This entity does not have any custom forms and it is displayed inside the main Chat Activity form inside a Sub Grid component, as you can see below:
Survey Item
New entity created by Live Assist.
API path: /api/data/v8.1/cxlvhlp_surveyitems
Entity Name: cxlvhlp_surveyitem
Display Name: Survey Item
Another new feature for version 3.0, survey items store pre-chat and post-chat questions and answers. These items are optional and will only be displayed if the chat’s engagement has surveys enabled. Note that if the visitor does not answer an optional question, a record will not be stored in CRM.
Survey item records will be created:
- As soon as the agent grabs the chat: pre-chat questions and answers will be stored instantly;
- After the chat ends: post-chat surveys are stored in CRM within few minutes after the chat ends.
This entity does not have any custom forms and it is displayed inside the main Chat Activity form inside a Sub Grid component, as you can see below:
Contact
Original CRM entity updated by Live Assist.
API path: /api/data/v8.1/contacts
Entity Name: contact
Display Name: Contact
This entity’s Ribbon has been edited - a new button “ASSOCIATE TO CHAT” has been added to assign a CRM contact to an active chat in progress in the agent app:
Case (Incident)
Original CRM entity updated by Live Assist.
API path: /api/data/v8.1/incidents
Entity Name: incident
Display Name: Case
The Case entity has been changed to include a new field: cxlvhlp_chatsessionid. This optional field stores the value of the chat session ID - if this is set as the Chat Activity ID, it will automatically associate the Case with this activity.
Other entities
The only purpose for the cxlvhlp_chatsetting entity is to store LA365 settings for an Organization. It does not interact with other entities, forms, etc.
Three other entities have been added to the solution as well but do not interact with other entities: cxlvhlp_dynamics365search, cxlvhlp_kbrecordsforbotconversation, and cxlvhlp_knowledgesearch.
USD Package
Important: This article targets the web client experience which is soon to be deprecated.Please see the section below which shows how to access this via the Unified Service Desk Administrator app
Live Assist for Microsoft Dynamics 365 also has a package for Unified Service Desk. This package contains all the configuration and customization values necessary to provide a cohesive user experience with the same behaviours of the Web solution. You can access all the Unified Service Desk settings by accessing Settings -> Unified Service Desk (if available):
Unified Service Desk Administrator app
There is now a newer environment for the configuration of Unified Service Desk Settings this can be accessed by
Use the https://<orgURL>.dynamics.com/apps to navigate to the Unified Service Desk Administrator app.
Go to Settings > My Apps > Unified Service Desk Administrator.
As you can see below there are similar settings to those shown above and you will be able to customize Unified Service Desk.
Removing the Live Assist Package from the CRM
After removing the Live Assist for Microsoft Dynamics 365 from an organization, the following will happen:
- Custom Live Assist entities will be removed;
- Live Assist customizations to existing CRM entities will be removed;
- Live Assist roles and permissions will be removed;
Currently, the cafexAppUser will not be removed when Live Assist is uninstalled.