Ativar campos para identificar clientes

Defina um campo no Dataverse para tabelas de Contacto e Conta para além dos campos predefinidos e identifique o cliente que contacta através do canal de voz.

Uma variável de contexto personalizada, ou atributos sob o contexto de chat ao vivo ou de engajamento de chamadas telefónicas, podem ser usados no XML de busca.

Por exemplo, se pretender usar os campos do Dataverse listados na tabela para identificar um chamador de voz, efetue os passos a seguir.

Na instância do Dynamics 365, verifique as regras de identificação do registo para o fluxo de trabalho de voz da seguinte maneira:

1. Para procurar msdyn_recordidentificationrule, execute a seguinte API OData.

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

2. Utilize o fetchXML a seguir para atualizar os 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() 

Informações relacionadas

Identificar os seus clientes automaticamente