Microsoft Dynamics 365

NEIL PARKHURST (MVP)

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Omnichannel for Customer Service

Migrate to Omnichannel Admin Center

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.

June 11, 2021 in Omnichannel for Customer Service.

Customer Service Workspace – App profile manager, session templates and more!

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…

April 22, 2021 in Omnichannel for Customer Service.

Omnichannel for Customer Service – Simplify Navigation

I recently read about the ability to simplify the user navigation in Microsoft’s Dynamics 365 Omnichannel for Customer Service and Customer Service Workspace apps. I’m all for something that might reduce my mouse clicks! In this post I will explain how I configured this option and give my initial thoughts.

April 15, 2021 in Omnichannel for Customer Service.

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.

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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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