Habilitar campos para identificar a los clientes

Establece un campo en Dataverse para tablas de Contacto y Cuenta distinto de los campos por defecto e identifica al cliente que contacta por el canal de voz.

Una variable de contexto personalizada, o atributos bajo el contexto de chat en vivo o de interacción telefónica, pueden usarse en el XML de obtención.

Por ejemplo, si desea usar los Dataverse campos enumerados en la tabla para identificar a una persona que llama por voz, siga los pasos que se indican a continuación.

En el caso Dynamics 365, compruebe las reglas de identificación de registros para el flujo de trabajo de voz de la siguiente manera:

1. Para buscar msdyn_recordidentificationrule, ejecute la siguiente API de OData.

   https://<_org_uri_>/api/data/v9.0/msdyn_liveworkstreams()<_workstream_id_>

2. Utilice el siguiente fetch XML para actualizar los campos.

(" https://pt-dev.crm6.dynamics.com/api/data/v9.2/msdyn_liveworkstreams(bb4c58fe-468b-d5a3-424c-c5a965ceada2)", { method: 'PATCH', body: JSON.stringify({ "msdyn_recordidentificationrule" : “
<RecordIdentificationRuleSet>
	<RecordIdentificationRule>
		<PrimaryEntity LogicalCollectionName=\"accounts\" PrimaryKeyAttribute=\"accountid\" PrimaryNameAttribute=\"name\"/>
		<fetch version=\"1.0\" output-format=\"xml-platform\" mapping=\"logical\" top=\"2\">
			<entity name=\"account\">
				<attribute name=\"accountid\"/>
				<attribute name=\"name\"/>
				<filter type=\"and\">
					<condition attribute=\"statuscode\" operator=\"eq\" value=\"1\"/>
					<condition attribute=\"name\" operator=\"eq\" value=\"${Name}\"/>
					<filter type=\"or\">
						<condition attribute=\"telephone1\" operator=\"eq\" source=\"msdyn_msdyn_ocliveworkitem_msdyn_ocphonecallengagementctx_liveworkitemid\" value=\"${msdyn_fromphone}\"/>
						<condition attribute=\"telephone2\" operator=\"eq\" source=\"msdyn_msdyn_ocliveworkitem_msdyn_ocphonecallengagementctx_liveworkitemid\" value=\"${msdyn_fromphone}\"/>
					</filter>
					<condition attribute=\"emailaddress1\" operator=\"eq\" value=\"${Email}\"/>
				</filter>
			</entity>
		</fetch>
		<ContextKey name=\"msdyn_account_msdyn_ocliveworkitem_Customer\" isPreferred=\"false\"/>
	</RecordIdentificationRule>
	<RecordIdentificationRule>
		<PrimaryEntity LogicalCollectionName=\"contacts\" PrimaryKeyAttribute=\"contactid\" PrimaryNameAttribute=\"fullname\"/>
		<fetch version=\"1.0\" output-format=\"xml-platform\" mapping=\"logical\" top=\"2\">
			<entity name=\"contact\">
				<attribute name=\"contactid\"/>
				<attribute name=\"fullname\"/>
				<filter type=\"and\">
					<condition attribute=\"statuscode\" operator=\"eq\" value=\"1\"/>
					<condition attribute=\"fullname\" operator=\"eq\" value=\"${Name}\"/>
					<filter type=\"or\">
						<condition attribute=\"mobilephone\" operator=\"eq\" source=\"msdyn_msdyn_ocliveworkitem_msdyn_ocphonecallengagementctx_liveworkitemid\" value=\"${msdyn_fromphone}\"/>
						<condition attribute=\"telephone1\" operator=\"eq\" source=\"msdyn_msdyn_ocliveworkitem_msdyn_ocphonecallengagementctx_liveworkitemid\" value=\"${msdyn_fromphone}\"/>
						<condition attribute=\"telephone2\" operator=\"eq\" source=\"msdyn_msdyn_ocliveworkitem_msdyn_ocphonecallengagementctx_liveworkitemid\" value=\"${msdyn_fromphone}\"/>
						<condition attribute=\"telephone3\" operator=\"eq\" source=\"msdyn_msdyn_ocliveworkitem_msdyn_ocphonecallengagementctx_liveworkitemid\" value=\"${msdyn_fromphone}\"/>
					</filter>
					<condition attribute=\"emailaddress1\" operator=\"eq\" value=\"${Email}\"/>
				</filter>
			</entity>
		</fetch>
		<ContextKey name=\"msdyn_contact_msdyn_ocliveworkitem_Customer\" isPreferred=\"true\"/>
	</RecordIdentificationRule>
	<RecordIdentificationRule>
		<PrimaryEntity LogicalCollectionName=\"incidents\" PrimaryKeyAttribute=\"incidentid\" PrimaryNameAttribute=\"title\"/>
		<fetch version=\"1.0\" output-format=\"xml-platform\" mapping=\"logical\" top=\"2\">
			<entity name=\"incident\">
				<attribute name=\"incidentid\"/>
				<attribute name=\"title\"/>
				<filter type=\"and\">
					<condition attribute=\"ticketnumber\" operator=\"eq\" value=\"${CaseNumber}\"/>
					<condition attribute=\"statuscode\" operator=\"eq\" value=\"1\"/>
					<filter type=\"or\">
						<filter type=\"and\">
							<condition attribute=\"statuscode\" operator=\"eq\" value=\"1\" entityname=\"ac\"/>
							<condition attribute=\"name\" operator=\"eq\" value=\"${Name}\" entityname=\"ac\"/>
							<condition attribute=\"telephone1\" operator=\"eq\" source=\"msdyn_msdyn_ocliveworkitem_msdyn_ocphonecallengagementctx_liveworkitemid\" value=\"${msdyn_fromphone}\" entityname=\"ac\"/>
							<condition attribute=\"emailaddress1\" operator=\"eq\" value=\"${Email}\" entityname=\"ac\"/>
						</filter>
						<filter type=\"and\">
							<condition attribute=\"statuscode\" operator=\"eq\" value=\"1\" entityname=\"co\"/>
							<condition attribute=\"fullname\" operator=\"eq\" value=\"${Name}\" entityname=\"co\"/>
							<condition attribute=\"mobilephone\" operator=\"eq\" source=\"msdyn_msdyn_ocliveworkitem_msdyn_ocphonecallengagementctx_liveworkitemid\" value=\"${msdyn_fromphone}\" entityname=\"co\"/>
							<condition attribute=\"emailaddress1\" operator=\"eq\" value=\"${Email}\" entityname=\"co\"/>
						</filter>
					</filter>
				</filter>
			</filter>
			<link-entity name=\"account\" from=\"accountid\" to=\"customerid\" link-type=\"outer\" alias=\"ac\"/>
			<link-entity name=\"contact\" from=\"contactid\" to=\"customerid\" link-type=\"outer\" alias=\"co\"/>
		</entity>
	</fetch>
	<ContextKey name=\"msdyn_incident_msdyn_ocliveworkitem\"/>
</RecordIdentificationRule></RecordIdentificationRuleSet> 
“}), headers: { 'Content-type': 'application/json; charset=UTF-8' } }) .then() 

Información relacionada

Identificar automáticamente a los clientes