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.
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.
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.
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.
A new feature is coming to the Unified Routing feature found in Microsoft’s Dynamics 365 Customer Service app …. It will allow us to route work items to agents based on a contact having one or more preferred resources. I will describe this new feature in this post.
At the Birmingham HQ of the Dynamics 365 and Power Platform user group (D365PPUG) we are busy planning our next face to face event. If you haven’t registered yet I suggest you do so soon.
Microsoft’s Customer Service Workspace provides a user interface for Dynamics 365 tailored to scenarios often found in contract centres. Microsoft plan to enhance it with the 2022 Wave 2 release of Dynamics 365. In this post I take a quick look at the new interface.
Since the launch of Omnichannel I have often blogged about its capabilities. In this post I will create a collection of links to all of my posts concerning Omnichannel and its related technologies.
Within Microsoft’s Unified Routing for Dynamics 365 we can route work items using AI based sentiment predictions. In this post I look at how!
Microsoft’s Omnichannel for Customer Service gives us many of the contact centre features we require out of the box. But in all projects “extra” requirements will surface that need a custom approach. In this blog post and video, I will discuss how we can customize the customer service workspace interface using canvas apps.
Microsoft’s Omnichannel for Customer Service is fantastic … but if like me you have had a problem with the agent presence in the Customer Service Workspace app just spinning and spinning you might have a problem to resolve!