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Omnichannel for Customer Service – Routing Diagnostics
I have recently started using Microsoft’s “Omnichannel Admin Center” app to configure Dynamics 365 Omnichannel for Customer Service. This replaces our previous app to administer Omnichannel for...
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MB-230: Microsoft Dynamics 365 Customer Service – Overview of Scheduling
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...
View ArticleClik here to view.
MB-230: Microsoft Dynamics 365 Customer Service – Scheduling Config / Setup
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...
View ArticleClik here to view.
Omnichannel for Customer Service – Proactive Chats
Within Dynamics 365 we can use Omnichannel for Customer Service to present chat widgets to customers. The typical way of doing this is to “simply” have widget show when a customer visits a website /...
View ArticleClik here to view.
MB-230: Microsoft Dynamics 365 Customer Service – Resources and Services
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...
View ArticleClik here to view.
MB-230: Microsoft Dynamics 365 Customer Service – Scheduling – Schedule Board
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...
View ArticleClik here to view.
Omnichannel for Customer Service – Pass pre-chat survey details to Virtual Agent
We can integrate Microsoft’s Omnichannel for Customer Service with Power Virtual Agents. This is a great but what if you want the “BOT” to respond to the customer in context? Say by commenting on data...
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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...
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Omnichannel for Customer Service and BOTS which don’t understand!
Omnichannel for Customer Service allows us to connect with a Virtual Agent. It is then possible to trigger a transfer to a human agent from within our topics / authoring canvas. But what if your...
View ArticleCustomer Service Workspace- API
Omnichannel for Customer Service and the Customer Service Workspace provide us an API where we can use JavaScript to control the behaviour of the multi-session experience for out customer service...
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MB-230: Microsoft Dynamics 365 Customer Service – Entitlements
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...
View ArticleClik here to view.
MB-230: Microsoft Dynamics 365 Customer Service – SLAs
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...
View ArticleClik here to view.
Omnichannel for Customer Service – Routing Diagnostics
I have recently started using Microsoft’s “Omnichannel Admin Center” app to configure Dynamics 365 Omnichannel for Customer Service. This replaces our previous app to administer Omnichannel for...
View ArticleClik here to view.
MB-230: Microsoft Dynamics 365 Customer Service – Overview of Scheduling
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...
View ArticleClik here to view.
MB-230: Microsoft Dynamics 365 Customer Service – Scheduling Config / Setup
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...
View ArticleClik here to view.
Omnichannel for Customer Service – Proactive Chats
Within Dynamics 365 we can use Omnichannel for Customer Service to present chat widgets to customers. The typical way of doing this is to “simply” have widget show when a customer visits a website /...
View ArticleClik here to view.
MB-230: Microsoft Dynamics 365 Customer Service – Resources and Services
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...
View ArticleClik here to view.
MB-230: Microsoft Dynamics 365 Customer Service – Scheduling – Schedule Board
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...
View ArticleClik here to view.
MB-230: Microsoft Dynamics 365 Customer Service – Scheduling – Advanced...
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...
View ArticleClik here to view.
MB-230: Microsoft Dynamics 365 Customer Service – Omnichannel, Configure webchat
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...
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