Is there a way to add leads in omnichannel customer sercvice instead of cases.

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Posted on by Furqan Majeed

I have a form called conversation summary in "Conversation" entity. Where it has a control for cases(as mentioned in the screenshot below.) I can add new cases and search for existing. The requirement is to add the same for leads and tasks. How can I achieve that problem?

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Leah Ju Microsoft Employee on at

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RE: Is there a way to add leads in omnichannel customer sercvice instead of cases.

Hi Furqan,

Currently, you can customize the following for the Customer summary page:

Add or remove custom controls

Add a web resource or iFrame to the form

Customize the layout

https://learn.microsoft.com/en-us/dynamics365/customer-service/customize-customer-summary