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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Mapping channel - case...
Service | Customer Service, Contact Center, Fie...
Answered

Mapping channel - case origin

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Posted on by FloPri

Hi, i was wondering if there is an out-of-the box mapping between the channel of a session (webchat, facebook,..) and the case origin field of the case. It seems that the create new case button on the conversation is always setting it to webchat.

Is it a bug or a feature?

I have the same question (0)
  • KristineRisberg Profile Picture
    KristineRisberg 57 on at
    I'm wondering about the same thing. It seems as though the button for +New Case on the active conversation form sets the Origin value to Web (since the Origin column itself does not have a default value) and my guess is that this is because when the conversation form was introduced it was primarily for webchats and then the logic behind that has not been updated as social channels and the voice channel have been added to Omnichannel. 

    Ideally you want to be able to map type of engagement channel on the live work item with the case origin values. 

    Can anyone share insights on whether that's achievable? 
  • Verified answer
    Daivat Vartak (v-9davar) Profile Picture
    Daivat Vartak (v-9d... 7,847 Moderator on at
    Hello FloPri,
     

    You've hit on a common point of confusion with Dynamics 365 Customer Service and case creation from Omnichannel conversations. While it seems intuitive that the "Case Origin" field should automatically reflect the conversation's channel (web chat, Facebook, etc.), the out-of-the-box behavior is not as granular as you might expect.

    Here's a breakdown:

    Out-of-the-Box Behavior:

    • Default "Web Chat" Origin: By default, when you use the "Create Case" button directly from an Omnichannel conversation, the "Case Origin" field often defaults to "Web Chat," regardless of the actual channel.

    • Limited Mapping: There isn't a direct, automatic mapping of every Omnichannel channel to a corresponding "Case Origin" value.

    • "Feature" vs. "Bug": It's more of a design limitation or a "feature" as it is designed. The system is designed to provide a quick and easy way to create a case, and the focus is on the conversation content.

      •  

    Why This Happens:

    • Focus on Conversation Context: The primary goal of the "Create Case" button is to quickly capture the conversation context and create a case.

    • Channel Variability: There are numerous Omnichannel channels (SMS, voice, social media, etc.), and mapping each to a specific "Case Origin" value would require extensive configuration.
    • Customization Flexibility: Microsoft likely intended for organizations to customize this behavior based on their specific needs.

      •  

    How to Achieve Channel-Specific Case Origins:

    1. Power Automate
       
      • Create a Power Automate flow that triggers when a case is created.

      • Within the flow, retrieve the conversation details (channel, etc.).

      • Use conditional logic to map the conversation channel to the desired "Case Origin" value.

      • Update the case record with the correct "Case Origin."

      • This is the most flexible and recommended approach.

        •  

    2. JavaScript 

      • You can use JavaScript on the case form to set the "Case Origin" field based on the conversation context.

      • This involves retrieving the conversation details using the Omnichannel APIs.

      • This is a more technical approach.

        •  

    3. Plugin
       
      • Develop a custom plugin that triggers on the creation of a case.

      • Retrieve the conversation details and update the "Case Origin" field.

      • This is also a technical approach.

        •  

    4. Custom Routing Rules

      • While not a direct mapping, you can use routing rules to help differentiate the cases. For example, you can route facebook cases to a specific queue, and then have a default case orgin for that queue. 

        •  

      5.  

    Recommendation:

    • Power Automate is generally the most straightforward and maintainable solution. It allows you to create a no-code/low-code solution that can be easily modified.


      •  
    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.
     
    My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.
     
    Regards,
    Daivat Vartak

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