With Microsoft’s Omnichannel for Customer Service I recently had a requirement to create one or more categories for each conversation. The idea being that agents could categorize conversations to support various reporting requirements later down the line.
Microsoft’s Omnichannel voice channel for Dynamics 365 gives us great capabilities for contact centres. In this post I will consider what might happen if we have large numbers of customers waiting in a queue
I have been experimenting with using a Power Virtual Agent as an IVR within Microsoft’s Omnichannel for Customer Service. In this post I will explain my findings so far.
I recently gave a demo of the new voice channel within Dynamics 365’s Omnichannel for Customer Service app. In that post I covered the basics of inbound calling. This time I will explain how to setup and make outbound calls.
I am so excited to have recently started to use the new 1st party voice channel Microsoft have made available for the Omnichannel for Customer Service app.
Recently a customer of mine needed to have an agent script in their customer service workspace that opens an email using a template. I will explain how I achieved this in this blog post.
Have you been having problems in Dynamics 365 moving app profiles for your customer service workspace (CSW) from instances to instances using solution??? If so then this blog post might be for you!
In Microsoft’s Customer Service Workspace App we can use a combination of agent scripts and macros to create automations that can aid agent productivity. In this post I will explain one example of how these might be used to create a case.
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 Dynamics 365 