MicrosoftDocs · Peng Bian (pengbian) · Apr 2, 2025 · Apr 3, 2025 · Apr 3, 2025 · Apr 3, 2025
diff --git a/.acrolinx-config.edn b/.acrolinx-config.edn
@@ -0,0 +1,23 @@
+{:allowed-branchname-matches ["^main$"]
+ :allowed-filename-matches ["contact-center/"]
+ :use-skip-label true
+ :targets
+ {
+  :scores
+  {
+   :qualityscore 80
+  }
+ }
+ :guidance-profile "dc59e3ef-24fd-46d7-9156-0491aaae6bef" ;; Profile ID for "BAG-specific" 
+ :acrolinx-check-settings
+ {
+  "languageId" "en"
+  "ruleSetName" "Standard"
+  "requestedFlagTypes" ["SPELLING" "GRAMMAR" "STYLE"
+                        "TERMINOLOGY_DEPRECATED"
+                        "TERMINOLOGY_VALID"
+                        "VOICE_GUIDANCE"
+                        ]
+  "termSetNames" ["BAG" "Microsoft" "Products"]
+ }
+}
diff --git a/.openpublishing.publish.config.json b/.openpublishing.publish.config.json
@@ -6,7 +6,7 @@
       "build_output_subfolder": "dynamics365-contact-center",
       "locale": "en-us",
       "monikers": [],
-      "open_to_public_contributors": false,
+      "open_to_public_contributors": true,
       "type_mapping": {
         "Conceptual": "Content"
       },
@@ -16,14 +16,29 @@
   "notification_subscribers": [],
   "sync_notification_subscribers": [],
   "branches_to_filter": [],
+  "git_repository_url_open_to_public_contributors": "https://github.com/MicrosoftDocs/dynamics-365-contact-center",
+  "git_repository_branch_open_to_public_contributors": "main",
   "need_preview_pull_request": true,
   "dependent_repositories": [
     {
       "path_to_root": "_themes",
       "url": "https://github.com/Microsoft/templates.docs.msft",
       "branch": "main",
       "branch_mapping": {}
+    },
+    {
+      "path_to_root": "shared-content",
+      "url": "https://github.com/MicrosoftDocs/powerapps-docs-pr",
+      "branch": "main",
+      "branch_mapping": {}
+    },
+    {
+      "path_to_root": "includes",
+      "url": "https://github.com/MicrosoftDocs/dynamics-365-customer-engagement-pr",
+      "branch": "main",
+      "branch_mapping": {}
     }
   ],
-  "branch_target_mapping": {}
+  "branch_target_mapping": {},
+  "targets": {}
 }
diff --git a/.openpublishing.redirection.json b/.openpublishing.redirection.json
@@ -0,0 +1,12 @@
+{
+  "redirections": [
+
+    {
+      "source_path": "contact-center/administer/bot-connectivity-issues.md",
+      "redirect_url": "/dynamics365/customer-service/administer/configure-fallback-actions-ivr-agent",
+      "redirect_document_id": "false"
+    }
+
+  ]
+}
+
diff --git a/contact-center/TOC.yml b/contact-center/TOC.yml
@@ -1,2 +1,2 @@
 - name: Index
-  href: index.md
+  href: index.yml
diff --git a/contact-center/administer/active-enh-conv-settings.md b/contact-center/administer/active-enh-conv-settings.md
@@ -0,0 +1,80 @@
+---
+title: Manage the enhanced Active Conversation settings
+description: Manage the enhanced Active Conversation settings.
+author: gandhamm 
+ms.author: mgandham
+ms.reviewer: mgandham
+ms.topic: how-to 
+ms.date: 03/03/2025
+ms.custom: bap-template
+ms.collection:
+---
+
+# Manage enhanced Active Conversation settings
+
+The enhanced Active Conversation experience displays the customer details that are relevant to your business. When you enable the **Enhanced active conversation form** option, the **Customer 360** component is available on the **Active Conversation** form by default. You can further customize these components in Power Apps.
+
+- **Customer details**: Use the **Customer 360** component in **Account** > **Account form for Conversation Customer Card** form or **Contact** > **Contact form for Conversation Customer Card** to customize the details displayed on **Customer details**.
+
+## Manage Active Conversation form settings
+
+To enable the enhanced Active Conversation form and customize the form, perform the following steps:
+
+1. In Contact Center admin center, go to **Workspaces**.
+1. Select **Manage** for **Active conversation form settings** in **Workspaces**.
+1. Select the following options:
+    - **Enhanced active conversation form** to enable the enhanced Active Conversation experience. The following features are available as a part of the enhanced experience:
+      - Configurable **Customer 360** card with inline edit capabilities. 
+      - The default form selector to switch between active and closed conversations is hidden.
+    - **Customize active conversation form** to display **Queue**, **Start time**, options to save and refresh on the **Active Conversation** form, and enable customizations in [Customizations supported by the Conversation form](/dynamics365/customer-service/administer/supported-customizations?context=/dynamics365/contact-center/context/administer-context). Select **Power Apps** to further customize the form. If you're customizing the form in Power Apps, we recommend the following guidelines:
+       - Reduce the number of custom controls. Keep only the most frequently used controls on the default tab. The remaining data-driven controls should be distributed into secondary tabs to allow the default tab to load quickly. 
+       - Limit the amount of customizations using the form Onload event.
+       - Limit the amount of external data coming from Canvas apps for efficient and productive forms.
+       Learn more in [Design forms for performance in model-driven apps](/power-apps/maker/model-driven-apps/design-performant-forms).
+
+   > [!NOTE]
+   > When **Customize active conversation form** is enabled:
+   > - If a customer service representative (service representative or representative) initiates an outbound call to emergency services, the active conversation form doesn't display the **Save** and **Refresh** options.
+   > - If a service representative initiates a consult with other representatives who are from a different business unit and don't have read permissions at the organization level for the conversation entity, they won't have access to the conversation.
+
+
+    :::image type="content" source="../media/enh-active-conv-config.png" alt-text="Configuration settings" lightbox="../media/enh-active-conv-config-max.png"::: 
+
+## Display the form selector on Active Conversation form
+
+By default, the enhanced **Active Conversation** form doesn't display the form selector to switch between open and closed conversations. To allow your users to toggle between open and closed conversations, perform the following steps:
+
+1. In [Power Apps](https://make.powerapps.com/), add the **Show Conversation form selector** setting definition. Learn more in [Add an existing setting definition](/power-apps/maker/data-platform/create-edit-configure-settings#adding-an-existing-setting-definition).
+1.  In the **Edit Show Conversation form selector**, set the **Setting environment value** option to **Yes**. Learn more in [Update a setting definition](/power-apps/maker/data-platform/create-edit-configure-settings#updating-a-setting-definition).
+1. Optionally, in the **Setting app values** section, for a required app, you can set the value to **Yes** in the **New app value**. The tab set at the application level overrides the environment level setting.
+1. Save and publish your customizations.
+
+    :::image type="content" source="../media/powerapps-unhide-selector-mini.png" alt-text="View the show selector" lightbox="../media/powerapps-unhide-selector.png"::: 
+
+
+## Disable enhanced customer details
+
+You can choose to display the default **Customer profile** card on the enhanced **Active Conversation** form even when **Enhanced active conversation form** is enabled.
+
+The following options are available out of the box in Power Apps:
+
+|Option   | Description   |
+|----------|-----------|
+|Disable Customer 360 card for Open Conversation | Set this option to **Yes** to display the default **Customer profile** card.  |
+
+Perform the following steps to revert to the required default experience:
+
+1. In [Power Apps](https://make.powerapps.com/), select the environment that contains your solution.
+2. Select **Solutions**, and then select the required solution.
+4. Select **Add Existing** > **More** > **Setting**.
+1. On the **Add existing Setting Definition** pane, select the required option.
+1. Select **Add**.
+1.  Go to **Add Existing** > **App** > **Model-driven app**> **Add existing model-driven apps** pane.
+1. On the edit pane for the required option, set **Setting environment value**  to **Yes**.
+1. Optionally, select **New app value** for the app. For a specified app, the value set at the application level overrides the environment level setting.
+1. Select **Publish All Customizations**.
+
+
+### Related information
+
+[View customer information on Active Conversation form](/dynamics365/customer-service/use/oc-customer-summary)  
diff --git a/contact-center/administer/alm-best-practices.md b/contact-center/administer/alm-best-practices.md
@@ -0,0 +1,41 @@
+---
+title: Best practices for application lifecycle management
+description: Learn about the best practices for application lifecycle management.
+author: neeranelli
+ms.author: nenellim
+ms.reviewer: nenellim
+ms.topic: conceptual
+ms.collection: 
+ms.date: 08/27/2024
+ms.custom: bap-template
+---
+
+# Best practices for application lifecycle management
+
+This article discusses some of the best practices for managing application lifecycle using solution components.
+
+## Managed vs. unmanaged solutions 
+
+When you move configurations from one environment to another, such as development to preproduction or production, we recommend that you package the configurations into an [unmanaged](/power-platform/alm/solution-concepts-alm) solution in the source environment. Then, export the unmanaged solution as a managed solution and import into the target environment.
+
+## Environment parity
+
+For a successful import into the target environment, maintain parity between the source and target environments. Also, make sure that the installed solutions are of the same version on the source and target environments. 
+
+## Update of configuration and active layers
+
+We recommend that you don't edit managed configuration records on the target environment directly. If you edit a managed configuration, you create an active customization for that configuration record that can lead to multiple issues as follows:
+
+- The active customization can lead to a failure when you delete the managed solution containing the configuration. The failure happens due to the presence of multiple solution layers in which a configuration record exists that's a part of the managed solution.
+
+- The active layer on the managed record can prevent future configuration updates from source environment being applied onto the target environment. It can in turn lead to a bad user experience and confusion around features not working despite successful import of the latest version of the managed solution. The active layer always takes precedence over the managed layer. 
+
+The correct approach is to import any changes to managed configuration records as part of the managed solution imports.
+
+## Deletion of managed configuration records
+
+You can't delete the managed configuration records on target environments in which you imported the managed solutions. The correct way to delete the imported configuration is to delete the managed solution that brought in the configuration.
+
+### Related information
+
+[Migrate configurations for channels using solutions](/dynamics365/customer-service/administer/migrate-channel-config-using-solutions?context=/dynamics365/contact-center/context/administer-context)  
diff --git a/contact-center/administer/autonomous-agents-overview.md b/contact-center/administer/autonomous-agents-overview.md
@@ -0,0 +1,45 @@
+---
+title: Autonomous service agents in Dynamics 365 (preview)
+description: Learn about the autonomous agents in Dynamics 365 and how they can help in running your contact centers efficiently and resolving issues quickly.
+author: neeranelli
+ms.author: nenellim
+ms.reviewer: nenellim
+ms.topic: conceptual
+ms.collection: bap-ai-copilot
+ms.date: 04/07/2025
+ms.custom: bap-template
+---
+
+# Autonomous service agents in Dynamics 365 (preview)
+
+[!INCLUDE [preview-banner](~/../shared-content/shared/preview-includes/preview-banner.md)]
+
+Autonomous agents are intelligent tools designed to enhance customer service efficiency and effectiveness in Dynamics 365 Contact Center and Dynamics 365 Customer Service. With generative AI, they improve customer intent discovery and real-time knowledge management and support self-service and assisted scenarios.
+
+[!INCLUDE [preview-note](~/../shared-content/shared/preview-includes/preview-note-d365.md)]
+
+## Customer Intent Agent
+
+The Customer Intent Agent uses generative AI to autonomously discover intents by analyzing past and current cases and customer conversations. It identifies the most common intents and suggests new ones, helping you understand customer needs better. This agent can also recommend the best knowledge articles to resolve customer issues, improving self-service and assisted service experiences. Learn more in [Use intent agents](../use/use-intent-suggestions.md).
+
+## Case Management Agent
+
+> [!NOTE]
+> Case Management Agent is available in Customer Service only.
+
+The Case Management Agent helps automate case lifecyle&mdash;create, update, resolve, and close&mdash;to save time that service representatives would otherwise spend on manually filling case details. Administrators can customize the agent's behavior by configuring rules per the organization's requirements. Learn more in [Use Case Management Agent to create and update cases](/dynamics365/customer-service/use/use-case-creation-agent) and [Use Case Management Agent to follow up and close cases](/dynamics365/customer-service/use/use-follow-up-closure).
+
+## Customer Knowledge Management Agent
+
+> [!NOTE]
+> Customer Knowledge Management Agent is available in Customer Service only.
+
+The Customer Knowledge Management Agent helps extract knowledge from cases and manage customer knowledge in real time. After a case is closed, the Knowledge Management Agent analyzes case details, fills knowledge gaps, and makes sure of compliance. Learn more in [Review knowledge articles created by Customer Knowledge Management Agent](/dynamics365/customer-service/use/admin-km-agent-review).
+
+### Related information
+
+[Enable intent for support representatives](enable-intent-for-service-reps.md)   
+[Overview of Customer Intent Agent](overview-customer-intent-agent.md)  
+[Set up Case Management Agent](/dynamics365/customer-service/administer/set-up-autonomous-case-agents)  
+[Manage Customer Knowledge Management Agent ](/dynamics365/customer-service/administer/admin-km-agent)  
+[Set up a pay-as-you-go plan](/dynamics365/customer-service/administer/setup-pay-as-you-go)  
diff --git a/contact-center/administer/bot-scenario-configure.md b/contact-center/administer/bot-scenario-configure.md
@@ -0,0 +1,70 @@
+---
+title: Configure a sample voice agent template
+description: Learn how to configure a sample voice agent template.
+author: gandhamm
+ms.author: mgandham
+ms.reviewer: mgandham
+ms.topic: how-to 
+ms.collection: bap-ai-copilot
+ms.date: 03/03/2025
+ms.custom: bap-template
+---
+
+# Configure a sample voice agent template
+
+[!INCLUDE[cc-rebrand-bot-agent](../includes/cc-rebrand-bot-agent.md)]
+
+
+ > [!NOTE]
+ > Some examples are for illustration only and are fictitious. No real association is intended or inferred.
+
+This article explains how the Interactive Voice Response (IVR) or voice agent sample that's created in Microsoft Copilot Studio works when connected with a workstream in Dynamics 365 Contact Center or Dynamics 365 Customer Service. The sample provides a prebuilt template with the following capabilities for managing customer conversations:
+
+- **Intent detection from conversational phrases**: Identifies the caller's intent by analyzing spoken phrases, ensuring inquiries are routed to the appropriate resources or workflows. The template recognizes customer intent to track order status.
+
+- **Numeric input by voice**: Allows users to provide numeric information through voice input. This streamlines the process for entering data such as account numbers or PINs without using a keypad.
+
+- **Distinguish number entities based on length**: Differentiates between numeric entities based on their length, enhancing accuracy in identifying account numbers, phone numbers, or other relevant data.
+
+- **self-service/account lookup**: Enables callers to access account information or perform self-service tasks without customer service representative assistance, improving efficiency and customer satisfaction.
+
+- **Reprompt/entity validation**: Prompts callers for clarification if the initial input is unclear, validates entities to ensure correct information is captured. This reduces errors and improves the interaction experience.
+
+## Prerequisites
+
+- Dataverse is provisioned in your environment to store and manage tables. Learn more in:
+    - [Improve copilot responses from Microsoft Dataverse](/power-apps/maker/data-platform/data-platform-copilot)
+    - [Create low-code plug-ins to use with a copilot (preview)](/power-apps/maker/data-platform/low-code-plugins-copilot-studio)
+    - [Add knowledge to an agent](/microsoft-copilot-studio/knowledge-add-existing-copilot)
+- [Voice channel is provisioned](../implement/provision-channels.md)
+- [Procure phone numbers](/dynamics365/customer-service/administer/voice-channel-manage-phone-numbers?context=/dynamics365/contact-center/context/administer-context)
+- [Workstream is set up and the phone number is linked to a voice channel](/dynamics365/customer-service/administer/voice-channel-inbound-calling?context=/dynamics365/contact-center/context/administer-context). 
+
+## Import and configure voice agent template
+
+
+1. Download the [sample voice agent zip](https://go.microsoft.com/fwlink/?linkid=2297969) file and save it to your local machine.
+1. In Copilot Studio, perform the steps in [import a solution](/microsoft-copilot-studio/authoring-export-import-copilot-components#import-a-solution-to-add-component-collections-to-an-environment) to import the zip file. The template is displayed on the **Scenarios** page.
+1. In the Agents page, you see the voice agent. You can modify the AI agent's (agent) workflow setting, topics, and call routing to align with your customer service processes and scenarios.
+1. To finish the agent configuration in Dynamics 365 Contact Center or Customer Service, perform the steps in [Set up voice agents in the voice channel](/dynamics365/customer-service/administer/voice-channel-pva-bots?context=/dynamics365/contact-center/context/administer-context).
+
+ > [!NOTE]
+ > We recommend that you add the agent to the voice workstream in the omnichannel app and test it before you make changes to the topics.
+
+## Contoso Order Status voice agent workflow
+
+The voice agent template is intended to help customers track the status of their orders. When you call the the phone number linked to the workstream the agent is added, the workflow is as follows:
+
+1. The agent greets the customer and asks how it can help.
+1. The customer says, "I want to track my order."
+1. The agent recognizes the customer's intent to track an order and prompts the customer to provide the order number or phone number. 
+1. The customer can either say the order number or enter it using the dialpad. 
+1. The agent then validates the order number. If the order number isn't valid, the agent prompts the customer to specify the order number again.  
+1. The agent then asks for your zip code. 
+1. The customer can either say the zipcode or type it in. The agent validates the zip code. If the zip code isn't valid, the agent prompts the customer to specify the zip code again.
+1. The agent retrieves the status and tells you the status of your order.
+1. The agent then asks the customer if there's anything else it can help the customer with. Based on the customer's response, the following actions occur:
+     - **No**: Call ends. 
+     - **Yes**: Call continues, but the agent doesn't engage with the call further. In Copilot Studio, you can add an end conversation topic to end the call.
+1. The agent transfers the customer to a customer service representative based on the workstream configuration, if the customer requests to speak to a service representative at any point during the call. 
+