Installed CRM Package Details

This article explains the major additions and changes made to the Dynamics 365 CRM platform during Live Assist for Dynamics 365 (LAD365) installation.

User

LAD365 uses an App User Account in Dynamics 365 with the ID "CafeXAppUser@cafex.com." If this account is not already present, it will be created in Dynamics 365 during installation of LAD365. The installation will assign the Live Assist Administrator role to this user account.

This App User Account (CafeXAppUser@cafex.com) will be used to create the items described below.

Roles

The LAD365 installation adds three new roles to Dynamics 365.

1. Live Assist Agent: Users with this role can use all the features for agents, as well as view the Chat Activity and related records. (Learn more about the permissions granted to the Agent role.)
2. Live Assist Supervisor: Supervisors have all of the access of the Agent role, as well as the Engagement Portal. This allows them to see ongoing conversations and participate as well. It also provides access to various reporting and management tools.
3. Live Assist Administrator: The Live Assist Administrator can perform all the actions above as well as managing engagements, users and other Live Assist settings. (Learn more about the permissions granted to the Administrator role.)

To learn more about these roles, see our user roles article. Our article on enabling and disabling user roles explains how to add or remove a user's role.  

Entities

The new entities and fields related to the LAD365 CRM solution are prefixed with cxlvhlp.

Chat Activity

New entity created by LAD365.
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 conversation. Once an agent accepts a conversation, 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. 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 others.

The agent can open the main Chat Activity from the CRM. This is the only form that has been customized for LAD365 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 will display new items depending on the users' roles. The image below shows the options available for users:

Starting with LAD365 CRM Package version 3.0, more entities have been added to store extra contextual information about conversations. 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.

Browser Context

New entity created by LAD365.
API path: /api/data/v8.1/cxlvhlp_browsercontexts
Entity Name: cxlvhlp_browsercontext
Display Name: Browser Context
 

The Browser Context entity has been added if the LAD365 package is version 3.0 or greater. This entity has stores extra information about the visitor’s browser.

The following fields are stored in the Browser Context:

• Source Page URL: the URL from where the visitor started a conversation.
• Type: Stores the browser name (Chrome, Edge, Firefox, Safari, etc.)
• User Agent: The visitor's browser “user agent” property.
• Version: The browser version.

Browser Context records are created automatically when a Chat Activity record is generated from a conversation 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 LAD365.
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 accepts a conversation 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 LAD365.
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 if these pages have the LAD365 tag. 

This record will be automatically generated when an agent accepts a conversation. 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 LAD365.
API path: /api/data/v8.1/cxlvhlp_surveyitems
Entity Name: cxlvhlp_surveyitem
Display Name: Survey Item

The entity has been added if the LAD365 package is version 3.0 or greater. Survey items store pre-conversation and post-conversation questions and answers. These items are optional and will only be displayed if the appropriate bots exist and are configured for the engagement. 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 accepts the conversation: pre-conversation questions and answers gathered by the bot will already be stored;
• After the conversation ends: post-conversation surveys are stored in CRM within few minutes after the conversation 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 LAD365.
API path: /api/data/v8.1/contacts
Entity Name: contact
Display Name: Contact

This entity’s Ribbon has been edited. A button “ASSOCIATE CONTACT TO CONVERSATION” has been added to assign a CRM contact to an active conversation in progress in the agent widget.

Case (Incident)

Original CRM entity updated by LAD365.
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 purpose of the cxlvhlp_chatsetting entity is to store LA365 settings for an organization. It does not interact with other entities or forms.

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

LAD365 also has an optional package to support the Unified Service Desk (USD). This package contains all the configuration and customization values necessary to provide a cohesive user experience with the same behaviors of the Web solution. 

Unified Service Desk Administrator app

The configuration of Unified Service Desk Settings this can be accessed by opening Dynamics 365 to your environment (https://<orgURL>.dynamics.com/apps) and going to the Unified Service Desk Administrator app.

Go to the App Menu >  Unified Service Desk Administrator.

From here you will be able to customize Unified Service Desk.

Removing the Live Assist Package from the CRM

If you remove LAD365 from an organization, the following will happen:

• Custom Live Assist entities will be removed
• LAD365 customizations to existing CRM entities will be removed
• LAD365 roles and permissions will be removed

The App User Account (CafeXAppUser@cafex.com) will not be removed when LAD365 is uninstalled.