Omnichannel Voice – Phone Number Setup
In this post I will explain how I initially connected Microsoft’s Dynamics 365 Omnichannel for Customer Service to Azure Communication Services and configured the voice channel.
Dynamics 365 and Power Platform Birmingham – 25th Jan 2023
Christmas is done the New Year has started and so our attention is turning to our next free Dynamics 365 event in Birmingham! A key focus of which will be a timely presentation on developing your Power Platform and Dynamics 365 career.
Unified Routing – Effort Base Routing
Within Dynamics 365 we can now use effort-based routing to assign conversations or records to users. Meaning from Omnichannel for Customer Service we could route case records, web chat conversations and more to agents based on effort estimate models. I will describe this new feature in this post.
Omnichannel for Customer Service – Callbacks
The new direct callback feature found in Microsoft’s Omnichannel for Customer Service gives customers the ability to request a callback as soon as an agent becomes available. I will explore this new feature in this blog post.
Omnichannel for Customer Service – Voicemail
A great new feature in Microsoft’s Omnichannel for Customer Service app relates to allowing customers to leave voicemails. In this blog post I will explore this new feature.
Omnichannel for Customer Service – Overflow (v2)
I have previously blogged about the overflow capabilities in Microsoft’s Omnichannel for Customer Service. But the recent 2022 Wave 2 release has given us some additional capabilities. So, in this blog post I will approach this subject again!
Dynamics 365 and Power Platform Birmingham Event – 24th Nov
We are really excited to announce our next Birmingham based face to face event. This time we’ll meet on 24th November. This will be our last Dynamics 365 and Power Platform event of 2022, so don’t miss out.
Field Service – Inspection Reporting
In previous posts I have explained how we can create inspections; in this post I will focus on how we gain access to the inspection data. (To support reporting).
Two Timelines on One Dynamics 365 Form
I noticed almost in passing a new feature in the October “Wave 2” release of Dynamics 365. This is the ability to add more than one timeline per form. In this post I will explore this feature and try and explain why I think this is cool! And along the way I will mention a few other timeline enhancements.
Field Service – Inspections Overview
The Dynamics 365 Field Service app gives us a cool feature to manage inspections. In this post I will give an overview of this feature.
Delete Dynamics 365 Data – Based on an import “Hack”!
I recently saw a “trick” with Dynamics 365 that I thought was quite cool. So, I decided to document it in a blog post. This must be a reasonably common scenario! Our sales team want to purge the system of some old contacts. They were given a spreadsheet listing all the existing data. And people marked the ones that needed to be deleted. Great! But how do I easily remove these contacts from our Dynamics 365 instance.
Microsoft Dynamics 365 