Omnichannel for Customer Service – Collection

Omnichannel for Customer Service


 

Omnichannel for Customer Service provides omnichannel capabilities for Dynamics 365. Giving us web chat, SMS, voice and more directly within Dynamics 365.

Other related functionality includes Unified Routing to intelligently allocate work items to agents and also the Customer Service Workspace which gives agents a multi-session UI. And not forgetting Power Virtual Agents that can be used as voice IVRs or webchat BOTs.

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.

Channels

Other


Overviews / Theory

In this section I will include any posts that cover general theory about Omnichannel for Customer Service.

Title

Summary

Date

Introduction

Omnichannel for Customer Service, my initial thoughts.

May 2019

Video Demo

Omnichannel for Customer Service – Video demo.

May 2019

Omnichannel Entities

What entities re used to hold omnichannel chat data

Nov 2019

Migrate to Omnichannel Admin Center

In this post I explain how to migrate workstreams from the original Omnichannel Administration app to the newer admin center

June 2021

Top


Social Channels

In this section I will list any posts specific to working with social channels, including Facebook, Twitter and more.

Title

Summary

Date

Facebook

A video demo of creating a Facebook app to enable conversations with Omnichannel

Jan 2020

Twitter

In this post I explain how to configure Twitter with Omnichannel for Customer Service.

June 2020

Microsoft Teams

In this post I explain how we can integrate Omnichannel for Customer Service with Microsoft Teams

June 2020

WhatsApp (Twilio)

In this post I describe out to configure WhatsApp

December 2020

Top


SMS Channel

In this section I will describe the setup of SMS.

Title

Summary

Date

SMS

In this post I explain the customer experience and setup process for the SMS channel.

July 2020

SMS – Twilio

In this post I describe out to configure the SMS channel, but this time using Twilio

November 2020

Outbound Messages (SMS)

An example of sending an outbound message via SMS.

December 2020

Top


Webchat

In this section I will list any posts connected with webchat.

Title

Summary

Date

Web chat (pick method)

In this post I explain how to configure the web chat channel and work stream to use a cherry pick approach to work distribution.

October 2020

Reconnect

How to reconnect chats

October 2020

Proactive Chats

What-if we want to proactively prompt the customer to start a chat?

July 2021

Top


Voice

Voice is obviously a key channel, so any posts about voice calling will be included here.

Title

Summary

Date

Voice Channel Demo

A video demo of the voice channel in action.

February 2022

Outbound Calling

An explanation of how to configure and use outbound calling.

April 2022

IVR

In this post I explain how to use a Power Virtual Agent as an IVR BOT.

April 2022

Overflow

In this post I describe how to handle overflow and out of hours situations.

April 2022

Interruptible BOTs

Sometimes we want to ensure the customer hears certain messages in full. In this post I explain how to control when a BOT can be interrupted.

May 2022

IVR Skills Routing

In this post I describe how we can implement skills-based routing based on data collected in the IVR BOT.

May 2022

Emergency Situations

In this post I explain one approach we could implement to handle emergency situations. It also serves as an example of how an IVR BOT can call a Flow to query the Dataverse.

May 2022

Top


Agent Productivity

Here I will show any posts connected with agent productivity.

Tip:
Often there may be an overlap between agent production and the interface they use. So also check the customer service workspace section!

Title

Summary

Date

Masking Data

Masking data in Omnichannel for Customer Service.

Nov 2019

Chat Transcripts

How do chat transcripts work?

Nov 2019

Agent Scripts and Macros

An explanation of how agent scripts can be combined with macros to aid agent productivity.

May 2020

Video and Voice Calls

In this post I explain how to configure video and voice call escalation.

May 2020

Skills Based Routing AND Virtual Agents

In this video I show a complex routing example, making use of skills-based routine and a virtual agent

June 2020

Notifications

In this post I explain the options we have to configure notifications as conversations arrive (and more).

June 2020

Session Templates

In this post I explain how to create a custom session template and custom application tab.

July 2020

Co-browse

This post (and video) will explain how to use and configure the co-browse capability with your web chat.

August 2020

Post chat surveys

In this post I complete a review of the new post chat survey capability

August 2020

Slugs

Use data parameters (slugs) to add automatons into your macros and agent scripts.

August 2020

Geo Locations

See your customer’s location by enabling geo locations with Bing maps.

August 2020

Translations

Real-time chat translations explained.

September 2020

Quick Replies

Quick replies and automated messages explained.

September 2020

Sound Notifications

How to create sound notifications for your agents.

November 2020

Insights Dashboards

An overview of how to setup Omnichannel insights dashboards and what information is included.

January 2021

Simplify Navigation

In this post I explain how to enable simplified navigation in Omnichannel for Customer Service or Customer Service Workspace

April 2021

Teams chat

A demo of how to chat with other agents using Teams

December 2021

Conversation Category

Allow agents to add a category to conversations

May 2022

Canvas App for Custom Search

In this post I show a video of how we can use a canvas app in the customer service workspace to support a bespoke customer search

July 2022

Top


Power Virtual Agents

Power virtual agents give us a low code approach to creating intelligent BOTs that might be used in web chat scenarios or maybe as an IVR for voice calls.

Title

Summary

Date

PVA and Omnichannel

Power Virtual Agents and Omnichannel

 

January 2020

Pass pre-chat survey details to virtual agent

A description of how we can pass pre-chat survey questions into a Power Virtual Agent.

August 2021

BOTs that don’t understand!

 

Often you might have a BOT which repeatedly says “I don’t understand” or the customer repeatedly answers a question “incorrectly”. In this post I explain how we can use a fallback topic to transfer to a human when the BOT can’t work out the customer’s intent.

June 2021

 

Top


Unified Routing

Unified Routing is a powerful tool to distribute work items (and conversations) to our agents. 

Title

Summary

Date

Voice Channel Demo

A video demo of the voice channel in action.

 

February 2022

Routing Diagnostics

In this post I explain how we can use routing diagnostics

July 2021

Machine Learning

Use machine learning to route cases intelligently.

October 2021

Routing without Omnichannel

Unified Routing without Omnichannel! How to “just” route records. (Can also be done with Omnichannel!!)

October 2021

Custom Assignment Logic

In this post I show an example of how we can use a custom assignment rule to allocate records based on the owner field.

June 2022

Route with Sentiment

Route conversations using predicted sentiment

August 2022

   

Top


Customer Service Workspace

Here I will include any posts that relate to the customer service workspace. (Which is out multi-session interface used in conjunction with Omnichannel.)

Title

Summary

Date

Customer Service Workspace


Customer Service Workspace – App Profile Manager, Session templates and more!

April 2021

Customer Service Workspace – API (Video)

A video showing how we can use JavaScript to control the agent experience in multi-session situations.

June 2021

Macro to create a case

How to create a macro that will not only create a case but also save it and link it to your conversation

January 2022

KNOWN ISSUE


Having problems moving app profiles using a solution?? If so then this blog post might be for you!

February 2022

Email Macro

How to create a macro to open an email based on a template.

February 2022

Presence Issue

If you are having problems with the presence not updating in Customer Service Workspace, then this post might give you the answer!

June 022

   

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