Note
Access to this page requires authorization. You can try signing in or changing directories.
Access to this page requires authorization. You can try changing directories.
Applies to: Dynamics 365 Contact Center—standalone and Dynamics 365 Customer Service only
As a customer service representative (service representative or representative), you communicate with customers to resolve issues. All those conversations are stored as transcripts in the application. When you want to find any details from the transcripts, you can search for them.
Search details in transcripts
Sign in to the Copilot Service workspace app.
Select Search in the navigation bar. The Search tab opens in the application tab panel.
Type a phrase in the search box, and then select the search icon. The results appear as a list.
Select a result. The Conversation Form opens in the application tab panel.
You can now view the details in the Transcript section.
Note
- Users with the System Administrator role can access conversations that are handled by other representatives.
- If your administrator blocked files of MIME type ".txt" in the Dataverse instance, then you can't save conversation transcripts.