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Sending Dynamics 365 Emails from Queues
I recently had a small challenge, which I have decided to blog about just in case you face a similar issue. I had a requirement to send emails from a queue but when I created an email in my Dynamics...
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Unified Routing – Effort Base Routing
Within Dynamics 365 we can now use effort-based routing to assign conversations or records to users. Meaning from Omnichannel for Customer Service we could route case records, web chat conversations...
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Dynamics 365 and Power Platform Birmingham – 25th Jan 2023
Christmas is done the New Year has started and so our attention is turning to our next free Dynamics 365 event in Birmingham! A key focus of which will be a timely presentation on developing your Power...
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Omnichannel for Customer Service – Rejecting or missing notifications
When a conversation starts in Microsoft Omnichannel for Customer Service app the agent typically sees a notification including the ability to reject the call. Or if they miss the notification a wait...
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Omnichannel for Customer Service – “internal” chat
I recently had a requirement for internal users to chat with agents in the contact center. Maybe (for example) sales app users would want to speak to agents staffing the helpdesk. Dynamics 365 does...
View Articlehow Create PhoneCall Activity in background on unified service desk ?
hi i try scriptlet but it not workingits posible to add phonecall activity from actioncall or scriptlet in background ?my senario is i have incoming call from lync SDK i detect it and i want create one...
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Dynamics 365 and Power Platform Birmingham – 22nd March 2023
I love Dynamics 365 and the Power Platform but I admit keeping up-to-date with all the latest developments can be a constant challenge. I’ve been very busy recently! So I haven’t given the next release...
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SLA – Recalculate on reactivation of cases
I have blogged a few times about capabilities around service level agreements (SLAs) within Dynamics 365 Customer Service! This time I plan to cover a specific requirement that frequently arises …. as...
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Omnichannel Voice – Phone Number Setup
In this post I will explain how I initially connected Microsoft’s Dynamics 365 Omnichannel for Customer Service to Azure Communication Services and configured the voice channel.I’d already installed...
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Power Apps – Show Currency in Canvas App Gallery
I recently had a requirement to display a list of opportunities in a gallery in a canvas app screen. This was easy to achieve but my opportunities were in multiple currencies so how could I show money...
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Omnichannel for Customer Service – Real-time Analytics
Microsoft’s Omnichannel for Customer Service includes “loads” of reporting options. One of my favourite reports right now is the “real-time analytics” dashboard. In this post I will explain why and...
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Birmingham D365 & Power Platform User Group – 25th May 2023
I can’t believe it is almost May already! Summer is almost here …. We are busy planning the next Birmingham Dynamics 365 and Power Platform User Group (D365PPUG). It’s going to be a great free evening...
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Unified Routing – Preferred Agent Routing (and Agent Scripts)
When we are using Omnichannel for Customer Service we can use Unified Routing to assign conversations to a contact’s preferred agent. This is a useful approach to give a personalized experience to...
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Customer Service Workspace – Enhanced Case Experience
We can now enable enhanced case forms within the Customer Service Workspace. (Microsoft’s Dynamics 365 Customer Service app that supports multiple sessions / tabs.) In this blog post I will explain how...
View ArticleIs it possible to edit or open a completed activity to a previous date?
I need to take a closed activity (custom created, however no different than phone call or email, etc..) so it is registered to the previous months activities, not current. Example, entered and...
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