Merge pull request #8530 from MicrosoftDocs/batch1-DFM-9-articles

6 New troubleshooting articles for Dynamics 365 Customer Service

Author: aartig13

support/dynamics-365/customer-service/cases-or-incidents/cannot-switch-teams-organizations-dynamics-365-app.md

@@ -0,0 +1,29 @@
+---
+title: Can't Switch Between Different Teams Organizations Within the Dynamics 365 App
+description: Explains the design limitation and provides guidance on switching between different Teams organizations in the Dynamics 365 app.
+author: Yerragovula
+ms.author: srreddy
+ai-usage: ai-assisted
+ms.date: 03/24/2025
+ms.custom: sap:Cases or Incidents, DFM
+---
+# Can't switch between different Teams organizations within the Dynamics 365 app
+
+This article helps you mitigate the issue where you can't switch between different Teams organizations within the Dynamics 365 app, a functionality that's available in the standalone Teams mobile and desktop applications.
+
+## Symptoms
+
+You can't find an option to switch to a different organization's Teams within the Dynamics 365 app. This functionality is available in the standalone mobile and desktop Teams applications but not within Dynamics 365.
+
+## Cause
+
+This behavior is by design. Currently, there's no workaround or quick option to switch organizations directly within the Dynamics 365 app. You must manually sign in to the desired organization separately.
+
+## Mitigation steps
+
+To access Teams functionality for a different organization within Dynamics 365, follow these steps:
+
+1. Sign out of the current organization in Dynamics 365.
+1. Sign in to the desired organization separately.
+1. Ensure that Teams integration is enabled for the specific organization within Dynamics 365. For more information, see [Configure Microsoft Teams chat in Customer Service](/dynamics365/customer-service/administer/configure-teams-chat).
+1. Use the integrated Teams chat functionality associated with the newly signed-in organization.

support/dynamics-365/customer-service/omnichannel-for-customer-service/active-conversation-form-not-showing-as-configured.md

@@ -0,0 +1,37 @@
+---
+title: The Active Conversation form doesn't display as configured
+description: Solves the problems such as repeated sections, incorrect content, missing custom fields, or missing SLA timers when the Active Conversation form isn't properly configured.
+author: Yerragovula
+ms.author: srreddy
+ai-usage: ai-assisted
+ms.date: 03/25/2025
+ms.custom: sap:Customer summary and Closed conversation form, DFM
+---
+# The Active Conversation form doesn't display as configured
+
+This article provides guidance on resolving issues related to customizing and displaying the [Active Conversation form](/dynamics365/customer-service/administer/add-customer-summary-settings) in Microsoft Dynamics 365 Customer Service.
+
+## Symptoms
+
+You might encounter the following issues in the **Active Conversation** form:
+
+- Repeated sections or incorrect content.
+- Custom fields are missing.
+- SLA timers are missing.
+
+## Cause
+
+The issue could be caused by the **Customize Active Conversation form** setting being disabled.
+
+## Resolution
+
+To ensure the **Active Conversation** form displays as configured,
+
+1. Open the Customer Service admin center.
+2. Navigate to **Workspaces** > **Active conversation form settings**.
+3. Ensure the **Customize Active Conversation form** toggle is turned on.
+4. Save the changes.
+5. Perform a hard refresh twice by pressing <kbd>CTRL</kbd>+<kbd>F5</kbd>.
+6. Test the scenario again to confirm the resolution.
+
+For more information, see [Active Conversation form](/dynamics365/customer-service/administer/add-customer-summary-settings).

support/dynamics-365/customer-service/omnichannel-for-customer-service/conversations-still-active-after-closing-browser.md

@@ -0,0 +1,37 @@
+---
+title: Active Conversation Isn't Changed to Closed or Wrap-up the Browser Closure
+description: Solves an issue encountered in Dynamics 365 Customer Service or Dynamics 365 Contact Center, where active conversations remain unresolved after a browser tab or the entire browser is closed during an ongoing session.
+author: Yerragovula
+ms.author: srreddy
+ai-usage: ai-assisted
+ms.date: 03/25/2025
+ms.custom: sap:Customer summary and Closed conversation form, DFM
+---
+# Conversations remain active after an agent closes the browser in Dynamics 365 Customer Service
+
+This article provides a resolution for an issue where active conversations remain **Active** even though an agent closes the browser or browser tab in Dynamics 365 Customer Service or Dynamics 365 Contact Center.
+
+## Symptoms
+
+When an agent closes the browser tab or the entire browser during an active conversation, the following issues might occur:
+
+- The conversation remains active, preventing the agent from continuing or ending the session.
+- The user doesn't receive responses within the interface.
+- The conversation can't be monitored or closed from the session panel.
+
+## Cause
+
+The issue occurs because the system doesn't detect the disconnection properly, causing the conversation to remain in an **Active** state instead of transitioning to the **Closed** or **Wrap-up** state.
+
+## Resolution
+
+To solve this issue,
+
+1. Ensure the agent closes the conversation in the session panel. This action will transition the conversation from the **Wrap-up** state to the **Closed** state. For more information, see [Manage sessions in the workspace app](/dynamics365/customer-service/use/oc-manage-sessions#close-a-session).
+
+1. Enable reconnection settings to allow users to reconnect to the previous chat session. For more information, see [Configure reconnection to a chat session](/dynamics365/customer-service/administer/configure-reconnect-chat) for detailed instructions.
+
+## More information
+
+- [Understand conversation states in Omnichannel for Customer Service](/dynamics365/customer-service/use/oc-conversation-state)
+- [Conversation is stuck in the Wrap-up state](../omnichannel-for-customer-service/conversation-stuck-wrap-up-state.md)

support/dynamics-365/customer-service/omnichannel-for-customer-service/email-field-validation-in-pre-conversation-survey-not-working.md

@@ -0,0 +1,26 @@
+---
+title: Email Field Validation Doesn't Work in Pre-conversation Survey
+description: Explains why email field in the Pre-conversation survey doesn't validate for incorrect email formats in Microsoft Dynamics 365 Customer Service.
+author: Yerragovula
+ms.author: srreddy
+ai-usage: ai-assisted
+ms.date: 03/25/2025
+ms.custom: sap:Live Chat Widget (LCW), DFM
+---
+# Email field validation in a Pre-conversation survey doesn't work as expected
+
+This article explains email field validation in the [Pre-conversation survey](/dynamics365/customer-service/administer/configure-pre-chat-survey) for live chat widgets in Microsoft Dynamics 365 Customer Service.
+
+## Symptoms
+
+The email field in the Pre-conversation survey doesn't validate for incorrect email formats, allowing users to enter malformed email addresses. This issue can result in difficulties in collecting accurate user information and might affect communication.
+
+## Cause
+
+The default live chat widget doesn't include built-in functionality to validate email formats in the Pre-conversation survey. Customization is necessary to enforce email format validation.
+
+## Resolution
+
+To solve this issue, create a custom live chat widget that supports email validation. Follow the guidance in [Develop a custom live chat widget](/dynamics365/customer-service/develop/develop-live-chat-widget).
+
+Alternatively, you can configure a Copilot bot with an "identification" topic to handle email collection and validation. For more information, see [Create and edit topics in Copilot Studio](/microsoft-copilot-studio/authoring-create-edit-topics?tabs=webApp).

support/dynamics-365/customer-service/omnichannel-for-customer-service/number-cannnot-upgraded-calling-sms-maxed-out-error.md

@@ -0,0 +1,32 @@
+---
+title: This Number Cannot be Upgraded Calling and SMS Capabilities Maxed Out error
+description: Helps resolve an error related to a trial phone number in Azure Communication Services.
+author: Yerragovula
+ms.author: srreddy
+ai-usage: ai-assisted
+ms.date: 03/25/2025
+ms.custom: sap:Messaging capabilities, DFM
+---
+# "This number cannot be upgraded. Calling and SMS capabilities maxed out" error
+
+This article helps you resolve the error you may encounter when your SMS channel is configured to use a trial phone number in Azure Communication Services.
+
+## Symptoms
+
+When you try to upgrade the capabilities of a phone number in Azure Communication Services, the following error message occurs:
+
+> This number cannot be upgraded. Calling and SMS capabilities maxed out.
+
+## Cause
+
+This issue occurs when you try to upgrade the capabilities of a phone number in a trial environment and the maximum allowed capabilities for calling and SMS have been reached. Trial environments have limitations, and phone numbers in such environments can't be upgraded.
+
+## Resolution
+
+To resolve this issue,
+
+1. Remove the default trial phone number.
+2. Use the purchased phone number instead of the default phone number.
+
+For information on configuring an SMS channel using Azure Communication Services, see [Configure an SMS channel using Azure Communication Services](/dynamics365/customer-service/administer/configure-sms-channel-acs).
+For information on trial phone numbers in Azure Communication Services, see [Frequently asked questions about trial phone numbers in Azure Communication Services](/azure/communication-services/concepts/telephony/trial-phone-numbers-faq).

support/dynamics-365/customer-service/toc.yml

@@ -1,5 +1,9 @@
 - name: Dynamics 365 Customer Service
   href: welcome-customer-service.yml
+- name: Cases or Incidents
+  items:
+    - name: Can't switch between different Teams organizations in the Dynamics 365 app
+      href: cases-or-incidents/cannot-switch-teams-organizations-dynamics-365-app.md
 - name: Customer Service Insights
   items:
     - name: Troubleshoot issues using Solution Health Hub
@@ -132,6 +136,12 @@
       items:
         - name: Can't deploy a custom Agent script solution
           href: omnichannel-for-customer-service/custom-agentscript-solution.md
+    - name: Customer summary and Closed conversation form
+      items:  
+        - name: Conversations remain active after an agent closes the browser
+          href: omnichannel-for-customer-service/conversations-still-active-after-closing-browser.md
+        - name: The Active Conversation form doesn't display as configured
+          href: omnichannel-for-customer-service/active-conversation-form-not-showing-as-configured.md  
     - name: Conversation control
       items:
         - name: Conversation is stuck in a wrap-up state
@@ -145,19 +155,25 @@
         - name: Chat isn't initiated when starting a new chat from portal
           href: omnichannel-for-customer-service/new-chat-not-initiated-portal.md
         - name: Error when creating a chat widget or social channel
-          href: omnichannel-for-customer-service/error-create-chat-widget-social-channel.md  
+          href: omnichannel-for-customer-service/error-create-chat-widget-social-channel.md
     - name: Live Chat Widget (LCW)
       items:
         - name: Chat widget icon doesn't load on portal
           href: omnichannel-for-customer-service/chat-widget-icon-does-not-load-portal.md
         - name: Chat widget doesn't load on the portal
-          href: omnichannel-for-customer-service/chat-widget-not-loading-portal.md                    
+          href: omnichannel-for-customer-service/chat-widget-not-loading-portal.md     
+        - name: Email field validation in a Pre-conversation survey doesn't work as expected
+          href: omnichannel-for-customer-service/email-field-validation-in-pre-conversation-survey-not-working.md           
     - name: Licensing, provisioning, and installation
       items:
         - name: Instance unavailable to select on the provisioning app
           href: omnichannel-for-customer-service/instance-unavailable-provision-omnichannel.md
         - name: Omnichannel provisioning fails with an error
           href: omnichannel-for-customer-service/omnichannel-provision-fail-errors.md
+    - name: Messaging capabilities
+      items:
+        - name: '"This number cannot be upgraded, Calling and SMS capabilities maxed out" error'    
+          href: omnichannel-for-customer-service/number-cannnot-upgraded-calling-sms-maxed-out-error.md
     - name: Copilot Studio agents
       items:
         - name: Copilot Studio agent conversations are active after a chat ends
@@ -185,6 +201,6 @@
     - name: Voice channel
       items:
         - name: Incoming voice calls with long greeting messages cause connection delays
-          href: omnichannel-for-customer-service/greeting-message-delay-agent-connection.md 
+          href: omnichannel-for-customer-service/greeting-message-delay-agent-connection.md
         - name: Use diagnostic messages to troubleshoot call issues
           href: omnichannel-for-customer-service/use-diagnostic-messages-in-call-issues.md 

support/power-platform/dataverse/import-export-data/data-export-option-not-available-in-application-insights.md

@@ -0,0 +1,50 @@
+---
+title: Data Export Option Not Available in Azure Application Insights
+description: Solves an issue where you can't find the data export option while setting up Application Insights for log analytics and observability in a new environment. It explains the cause of this issue and outlines steps to resolve it.
+author: Yerragovula
+ms.author: srreddy
+ai-usage: ai-assisted
+ms.date: 03/25/2025
+ms.custom: sap:Importing and exporting data, DFM
+---
+# Data export option isn't available in Azure Application Insights
+
+This article provides a resolution for the issue where the [data export](/power-platform/admin/set-up-export-application-insights) option isn't available while setting up Application Insights for log analytics and observability in a new environment.
+
+## Symptoms
+
+The data export option isn't available when setting up Azure Application Insights for log analytics and observability in a new environment.
+
+## Cause
+
+The data export feature is only supported in managed environments. If the environment is unmanaged, the feature won't be available. Additionally, premium licenses are required to enable the capabilities associated with data export.
+
+## Resolution
+
+To enable the data export feature, follow these steps:
+
+1. Confirm the environment type:
+
+   1. Navigate to the [Power Platform admin center](https://admin.powerplatform.microsoft.com/).
+   2. Check the environment settings to determine if it's set to managed.
+
+      If the environment is unmanaged, convert it to managed. For detailed instructions, see [Enable or edit Managed Environments in the admin center](/power-platform/admin/managed-environment-enable#enable-or-edit-managed-environments-in-the-admin-center).
+
+2. Ensure all necessary licenses are in place before proceeding. For more information, see [Licensing overview for Microsoft Power Platform](/power-platform/admin/pricing-billing-skus).
+
+3. Confirm the user has one of the required administrative roles:
+
+   - Power Platform administrator
+   - Dynamics 365 administrator
+   - Microsoft 365 Global administrator
+
+4. After converting the environment to managed, check if the data export option is now available in Azure Application Insights.
+
+5. Manually schedule data exports. For more information, see [Export data to Application Insights](/power-platform/admin/set-up-export-application-insights).
+
+   > [!NOTE]
+   > Currently, Azure Application Insights doesn't support automatic scheduling for data exports. Users need to manually schedule exports.
+
+## More information
+
+[Conversation diagnostics in Azure Application Insights (preview)](/power-platform/admin/conversation-diagnostics-application-insights)

support/power-platform/dataverse/toc.yml

@@ -160,6 +160,10 @@
       href: email-exchange-synchronization/exception-appears-server-side-sync.md
     - name: '"You cannot send email as the selected user" error'
       href: email-exchange-synchronization/cannot-send-email-as-another-user.md
+- name: Importing and exporting data
+  items:
+    - name: Data export option isn't available in Azure Application Insights
+      href: import-export-data/data-export-option-not-available-in-application-insights.md
 - name: Plug-in execution
   items:
     - name: Dataverse plug-ins