Live Assist for Microsoft Dynamics 365 with CRM (version 3.7.0, April 2018 release, and later) can integrate into the different CRM offerings provided by Dynamics 365. For Customer Service, Sales, or another channel, Live Assist can associate chat activities with CRM entities by adding a few attributes to your CRM entity description.
For details on how to enable your CRM entities with Live Assist chat activities, see: Auto Association
Agents can only see the: Contact, Chat Activities, and Cases cards in the Chat Context Panel when they grab a chat, if they are granted the following roles:
- Customer Service Representative
- CSR Manager
For details of Live Assist Roles, see: User Roles within Live Assist for Microsoft Dynamics 365
Agents can use the Auto Associate Command to associate chat activities with enabled CRM Entities. By default, an agent can auto associate the following:
- Cases (incidents)
The new Unified Interface does not support the required capabilities for us to slide the context panel out over Dynamics 365. It will be retained in the Dynamics Classic interface, but be aware that when you migrate to Unified Interface, it will no longer be present.
All of the information in the context panel is available in the chat activity section. You can still easily access chat activity details from the widget by clicking on the button under the text area .