I haven’t blogged about JavaScript or code changes for some time! Probably because in Microsoft Dynamics 365 I mainly use a low code approach these days. But today I had a small challenge with some code and thought the solution I found might be useful to others ….. my challenge was that my business rules weren’t being triggered after a field had been changed using JavaScript.
I have recently written a few blog posts which describe some of the features of Unified Routing with Dynamics 365. In the main those posts have focused on scenarios connected with Omnichannel for Customer Service but in this post I will explore using Unified Routing with “just” Dynamics 365 Customer Service. As we should be mindful that Unified Routing is a “stand alone” feature that can be applied to many use cases
I am currently revising for the MB-230 exam. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. As I revise I plan to publish blog posts that collectively will become a complete revision guide for anyone embarking on the same journey as me. In this post I will describe the record routing options of Omnichannel for Customer Service.
I am currently revising for the MB-230 exam. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. As I revise I plan to publish blog posts that collectively will become a complete revision guide for anyone embarking on the same journey as me. In this post I will describe the agent experience within Omnichannel for Customer Service.
I am currently preparing for my renewal of the MB 210 exam. I noticed that Playbooks have been included in the skills measured and I haven’t previously created a revision guide for them. Hence this post!
Microsoft’s Omnichannel for Customer Service can make use of the Unified Routing option to intelligently route items to agents. In this post I will show how I configured the ability to route cases to agents using machine learning.
We can integrate Microsoft’s Omnichannel for Customer Service with Power Virtual Agents. This is a great but what if you want the “BOT” to respond to the customer in context? Say by commenting on data entered in a pre-chat survey. In this post I will explain how to pass context values to the Power Virtual Agent.
I am currently revising for the MB-230 exam. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. As I revise I plan to publish blog posts that collectively will become a complete revision guide for anyone embarking on the same journey as me. In this post I will begin to discuss Omnichannel for Customer Service.
I am currently revising for the MB-230 exam. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. As I revise I plan to publish blog posts that collectively will become a complete revision guide for anyone embarking on the same journey as me. In this post I will explain who to configure webchat.
I am currently revising for the MB-230 exam. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. As I revise I plan to publish blog posts that collectively will become a complete revision guide for anyone embarking on the same journey as me. In this post I will cover advanced scheduling concepts.
