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 the…
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 concepts around creating resources and services.
Within Dynamics 365 we can use Omnichannel for Customer Service to present chats to customers. The typical way of doing this is to “simply” have chat widget show when a customer visits a website / portal page. But what-if we want to proactively prompt the customer to start a chat?
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 some of the concepts of setup needed before you can schedule your resources and services.
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 give an overview of service scheduling.
I have recently started using Microsoft’s “Omnichannel Admin Center” app to configure Dynamics 365 Omnichannel for Customer Service. This replaces our previous app to administer Omnichannel for Customer Service. The new app contains many features connected with Unified Routing. Some I am still experimenting with! But one feature I have already used to great effect is the new routing diagnostics option. I will explain how in this post.
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 review service level agreements (SLAs).
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 review entitlements.
Omnichannel for Customer Service and the Customer Service Workspace provide us an API where we can use JavaScript to control the behaviour of the multi-session experience for out customer service agent. In this post I link to a video which explains this capability.
Omnichannel for Customer Service allows us to connect with a Virtual Agent. It is then possible to trigger a transfer to a human agent from within our topics / authoring canvas. But what if your customers are getting frustrated with a BOT that doesn’t understand them? In this post I will explain how we can use the “system fallback” setting to help with that scenario.
