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NEIL PARKHURST (MVP)

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Tag Archives: Omni-channel Engagement Hub

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.

Omnichannel for Customer Service – Teams Integration

We can now use Microsoft Teams as a channel with Omnichannel for Customer Service. I can see many applications for this, not least for an internal help desk who needs to offer support to users across their organisation.

June 11, 2020 in Omnichannel for Customer Service.

Omnichannel for Customer Service – Collection

OmniChannel for Customer Service provides omnichannel capabilities directly in Dynamics 365. Additionally it includes enterprise grade routing and also works with Unified Service Desk! In this post I will provide a collection of links to all of my omnichannel posts.

May 29, 2020 in Omnichannel for Customer Service.

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.

November 6, 2019 in Omnichannel for Customer Service.

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 …

June 26, 2019 in Unified Service Desk.

The Omnichannel Engagement Hub, Video Demo

I recently gave a presentation at 365 Saturday in Amsterdam, in which I showed a detailed demonstration of Microsoft’s new Omni-channel Engagement Hub. Several people have asked me to record the demonstration … so here it is!

May 23, 2019 in Unified Service Desk.

Introducing – The Omnichannel Engagement Hub

I am currently sat in a very nice Aspire lounge at Birmingham airport waiting for my KLM flight to Holland. I’m off to Amsterdam to give a presentation for 365 Saturday on the new Omni-Channel Engagement Hub. Being new you may have many questions about this latest feature in Dynamics 365. In this post I will try to address many of the most obvious questions …

May 17, 2019 in Unified Service Desk.

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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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