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NEIL PARKHURST (MVP)

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Unified Service Desk

Omnichannel for Customer Service – Insights Dashboards

Within Omnichannel for Customer Service we can enable Power BI based dashboards to give insights into your customer communications across all your messaging channels. In this post I will review how to enable these dashboards and what information your supervisors will then be able to view.

January 8, 2021 in Omnichannel for Customer Service.

Omnichannel for Customer Service – Outbound Messages (SMS)

We now have the capability in Microsoft’s Omnichannel for Customer service to commence outbound conversations with our customers using SMS, WhatsApp and Twitter. In this post I will give an example of how we’d configure an outbound SMS.

December 17, 2020 in Omnichannel for Customer Service.

Omnichannel for Customer Service – WhatsApp

Microsoft’s Omnichannel for Customer Service supports the WhatsApp channel, in this post I will explain how I configured this to work in my environment.

December 14, 2020 in Omnichannel for Customer Service.

Omnichannel for Customer Service – Twilio for SMS

Microsoft’s Omnichannel for Customer Service supports two providers for sending SMS, Telesign and Twilio. I have already described the process for Telesign in another post. In this post we will look at how to configure SMS using Twilio.

November 6, 2020 in Omnichannel for Customer Service.

Omnichannel for Customer Service – Sound Notifications

A new feature has recently been added to Microsoft’s Omnichannel for Customer Service that can be used to trigger sound notifications when messages arrive.

November 5, 2020 in Omnichannel for Customer Service.

Omnichannel for Customer Service – Grab / Pick Chats

With Microsoft’s Omnichannel for Customer Service it will be common to use a push method to route your chats to the “best” agent . An alternative method of working is to show all agents all chats and someone “grab” (or cherry pick) their next chat. In this post I will look at how we configure this “pick” method for web chats.

October 24, 2020 in Omnichannel for Customer Service.

Omnichannel for Customer Service – reconnect with customers

Web chat is great but what if the customer is experiencing problems with their browser or laptop. After they restart the browser or laptop they’d need to start a new conversation with a new agent, right?

October 20, 2020 in Omnichannel for Customer Service.

Omnichannel for Customer Service – Quick Replies and Automated Messages

Microsoft’s Omnichannel for Customer Service includes many agent productivity aids, in this post I will look at how we can send quick replies and automated messages to customers.

September 27, 2020 in Omnichannel for Customer Service.

Omnichannel for Customer Service – Real-time Translations

Microsoft have just released loads of cool enhancements to their Omnichannel for Customer Service application! In this post I will review one of my favourite new features … real-time chat translations.

September 26, 2020 in Omnichannel for Customer Service.

Omnichannel for Customer Service – Customer Location

With Microsoft’s Omnichannel for Customer Service you may find it useful to know the location of your customer. Say you have stores all over the country, maybe it would help you to know the closest store to the potential customer. In this post I will explain how to configure GEO location settings in Omnichannel for Customer Service.

August 28, 2020 in Omnichannel for Customer Service.

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NEIL PARKHURST

I'm a UK based Microsoft Dynamics 365 functional consultant with 30+ years experience in IT.

I am able to provide training and consultancy on any Dynamics 365 project. And of course I'd love to be involved in your Unified Service Desk or Omnichannel for Customer Service project!

To discuss these professional services please contact me at neil.parkhurst@npdynamics.com

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