Omnichannel for Customer Service and Facebook
We can now intergate Dynamics 365 with Facebook messenger using the Omnichannel for Customer Service app.
Introducing – The USD Accelerator
The USD Accelerator (in my opinion) is a fantastic tool but what is it and why would you use it?? Think of The USD Accelerator as a template solution, meaning a large percentage of the application can be delivered in a very short timescale.
Omnichannel for Customer Service and Power Virtual Agents
I have recently been experimenting with both Omnichannel for Customer Service and Power Virtual Agents, as now the two can be a combined their integration seemed like an obvious thing for me to review. In this post I will document how I created my first “omnichannel virtual agent” and make a few observations along the way.
Omnichannel for Customer Service – Entities
Recently I gave a presentation regarding Omnichannel for Customer Service at 365 Saturday in Paris, afterwards I was asked a question about the files customers might send in webchat conversations. In this scenario a large volume of attachments were expected and these would need to be managed. Therefore they wanted to know where the attachments were stored. In this post I hope to answer that question and more!
Omnichannel for Customer Service – Chat Transcripts
Microsoft’s new “Omnichannel for Customer Service” adds powerful webchat capabilities into Dynamics 365. I’ve been experimenting with some of its latest features…. In this post I’ll explain how visitors to your website can access their chat transcripts.
Omnichannel for Customer Service – Masking Data
I have recently been experimenting with Microsoft’s new Omnichannel for Customer Service. This fantastic tool gives us webchat (and much more) within Dynamics 365. One really useful feature is the ability to “mask” data. In this post I will explain this feature.
USD and Virtual Agents
Virtual Agents for customer service are currently a Dynamics 365 preview feature, you can use them to quickly build BOTs using a no code approach. These BOTs can “obviously” then be consumed from your external facing website. But I had an idea to use my BOT internally to help contact center agents deal with customer queries in a smarter manner. This meant I wanted to integrated a Virtual Agent with Unified Service Desk. In this post / video I will show how I achieved this.
USD – IsUSD (Alternative Approach)
I love it when I’m asked fantastic questions! Recently someone reported a problem whilst using the window.IsUSD command. If you don’t know this is a JavaScript command we can use to see if our code is being run within USD or not. In this post I’ll describe an alternative approach.
USD – Associated Views (Unified Interface)
I am currently VERY hard at work preparing training material for three courses I’ll be delivering in Australia in August. During my preparation I realised that the logic for displaying associated views in Unified Service Desk was different between the Classic web interface of Dynamics 365 and the newer Unified Interface. In this post I will document how to display an associated view using USD and the Unified Interface. (As I noticed several forum posts with people asking how to achieve this.)
USD and Omni-channel Engagement Hub – Australia
Are you interested in Microsoft’s Unified Service Desk for Dynamics 365 or the brand-new Omni-channel Engagement Hub? Are you in or able to get to Australia in August? Then this post is for you …
