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.
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.
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 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.
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.
I have recently moved from using the original Omnichannel Administration app to the newer Omnichannel Admin Centre. If like me you want to use the newer admin experience you will need to migrate your current workstreams. In this post I will explain the process I followed.
Customer Service Workspace for Microsoft’s Dynamics 365 gives us the ability to open sessions and tabs in customer service scenarios. This can be very useful when an agent is juggling resolving multiple cases simultaneously. When they open a case it will be common to open the customer record, in this post I will show how…
