I recently had a small challenge, which I have decided to blog about just in case you face a similar issue. I had a requirement to send emails from a queue but when I created an email in my Dynamics 365 Sales Hub app I could only send emails from users. It will be a…
We can now enable enhanced case forms within the Customer Service Workspace. (Microsoft’s Dynamics 365 Customer Service app that supports multiple sessions / tabs.) In this blog post I will explain how to enable this new experience and explain some of its features.
When we are using Omnichannel for Customer Service we can use Unified Routing to assign conversations to a contact’s preferred agent. This is a useful approach to give a personalized experience to customers. But I’ve always had a concern about the amount of maintenance required to assign a preferred agent to each customer. In this post I will try and address that concern …
I can’t believe it is almost May already! Summer is almost here …. We are busy planning the next Birmingham Dynamics 365 and Power Platform User Group (D365PPUG). It’s going to be a great free evening of presentations in Birmingham.
Microsoft’s Omnichannel for Customer Service includes “loads” of reporting options. One of my favourite reports right now is the “real-time analytics” dashboard. In this post I will explain why and comment on how you can enable this feature.
I recently had a requirement to display a list of opportunities in a gallery in a canvas app screen. This was easy to achieve but my opportunities were in multiple currencies so how could I show money values with the correct currency symbol? In this post I will explain what I did.
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.
I have blogged a few times about capabilities around service level agreements (SLAs) within Dynamics 365 Customer Service! This time I plan to cover a specific requirement that frequently arises …. as we often need to understand the impact on our SLA when re-opening a resolved case.
I love Dynamics 365 and the Power Platform but I admit keeping uptodate with all the latest developments can be a constant challenge. I’ve been very busy recently! So I haven’t given the next release enough attention. Meaning I am really looking forward to our next Birmingham user group …. we plan to focus on all the exciting features expected in the next release
I recently had a requirement for internal users to chat with agents in the contact center. Maybe (for example) sales app users would want to speak to agents staffing the helpdesk. Dynamics 365 does include Teams integrations which may be useful for this scenario! But what-if you wanted to apply the same routing logic for these internal users as your external customers.
When a conversation starts in Microsoft Omnichannel for Customer Service app the agent typically sees a notification including the ability to reject the call. Or if they miss the notification a wait timer will eventually hide the notification. That is great but what happens after the conversation is missed or rejected??
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.
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.
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.
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.
Microsoft Dynamics 365 