Virtual Agents for customer service are currently a Dynamics 365 preview feature, you can use them to quickly build BOTs using a no code approach. These BOTs can “obviously” then be consumed from your external facing website. But I had an idea to use my BOT internally to help contact center agents deal with customer queries in a smarter manner. This meant I wanted to integrated a Virtual Agent with Unified Service Desk. In this post / video I will show how I achieved this.
The USD Accelerator is a pre-built Unified Service Desk configuration aimed at helping speed your USD project.
This post will highlight the enhancements and bug fixes released in version 3_0_0_0 of The USD Accelerator.
I am currently VERY hard at work preparing training material for three courses I’ll be delivering in Australia in August. During my preparation I realised that the logic for displaying associated views in Unified Service Desk was different between the Classic web interface of Dynamics 365 and the newer Unified Interface. In this post I will document how to display an associated view using USD and the Unified Interface. (As I noticed several forum posts with people asking how to achieve this.)
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 …
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!
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 …
I love it when I find something new in Unified Service Desk! I recently spotted an action I’d not used before whilst experimenting with USD v4.1. SetReplacementParameter. But what does this action do and why would you want to use it?
The release of an updated version of The USD Accelerator supporting Unified Service Desk v4.1 and Chrome.
All browsers are pretty much the same thing, right??? The actual answer to this question is a resounding no! When working with Microsoft’s Unified Service Desk (USD) selecting the “correct” browser for your hosting type can make the difference between a solution that’s fit for purpose and one that is slow and unreliable.