3 thoughts on “D365 Customer Service: Slugs

  1. Hi Tricia

    Thanks for this post.

    For the Customer Service Workspace, are slugs in macros only available if you have 3rd party channels integrated? I was under the impression that the slugs get the data from the session (ie if you open a case from the dashboard).

    Many thanks, Alex


    1. Hi!
      Slugs and Macros can be used with 3rd party channels but are noticeably stronger with first party channels. Slugs can get data from the session context as well as omnichannel context – i.e. out of session typically passed to omnichannel.
      Hope that helps!


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