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Unified Routing without Omnichannel!
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...
View ArticleJavaScript and Business Rules
I haven’t blogged about JavaScript or code changes for some time! Probably because in Microsoft Dynamics 365 I mainly use a low code approach these days. But today I had a small challenge with some...
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View Records shared with an “Access Team”
I had a really simple requirement the other day but it took me time to work out the solution! So I thought I would describe my challenge and the solution …. in an attempt to help others. In this post I...
View ArticleClik here to view.
Dynamics 365 & Power Platform User Group – “Birmingham” Event
Register now …. D365PPUG Birmingham – Wednesday 17th November 2021 5:30pm | MeetupIt feels like ages since our last Birmingham user group event. Sorry about that summer break seems to have run into...
View ArticleMultiple Campaigns against the one lead
Hi,Is there a way to mark a lead with multiple marketing campaigns so i know which ones have been targeted to which leads as one lead may have 3 or 4 marketing campaigns it's involved in and i want to...
View ArticleTeams Chats inside Dynamics 365
Dynamics 365 now includes several Teams collaboration options, one being the ability to enable chats directly inside Dynamics 365. In this video I demo how to use and setup this new feature.Currently...
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How many “ticks” until your opportunity closes?
I recently had a requirement to show the number of days before an opportunity was due to close, this turned out to be slightly more complex than it first sounded. So, I thought I’d create a quick blog...
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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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MB-230: Microsoft Dynamics 365 Customer Service – Omnichannel Overview
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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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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Omnichannel for Customer Service – Use Machine Learning to Route Cases
Microsoft’s Omnichannel for Customer Service can make use of the Unified Routing option to intelligently route items to agents. In this post I will show how I configured the ability to route cases to...
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MB210: Microsoft Dynamics 365 for Sales – Playbooks
I am currently preparing for my renewal of the MB 210 exam. I noticed that Playbooks have been included in the skills measured and I haven’t previously created a revision guide for them. Hence this...
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MB-230: Microsoft Dynamics 365 Customer Service – Omnichannel Agent Experience
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 Record Routing
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.
Unified Routing without Omnichannel!
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...
View ArticleJavaScript and Business Rules
I haven’t blogged about JavaScript or code changes for some time! Probably because in Microsoft Dynamics 365 I mainly use a low code approach these days. But today I had a small challenge with some...
View ArticleClik here to view.
View Records shared with an “Access Team”
I had a really simple requirement the other day but it took me time to work out the solution! So I thought I would describe my challenge and the solution …. in an attempt to help others. In this post I...
View ArticleClik here to view.
Dynamics 365 & Power Platform User Group – “Birmingham” Event
Register now …. D365PPUG Birmingham – Wednesday 17th November 2021 5:30pm | MeetupIt feels like ages since our last Birmingham user group event. Sorry about that summer break seems to have run into...
View ArticleClik here to view.
Dynamics 365 Customer Service SLAs and Cloud Flows
Within Dynamics 365 we can use SLAs in the customer service app. Each SLA item can trigger a Power Automate Cloud Flow to complete any actions we wish to implement when a warning, failure, or success...
View ArticleMultiple Campaigns against the one lead
Hi,Is there a way to mark a lead with multiple marketing campaigns so i know which ones have been targeted to which leads as one lead may have 3 or 4 marketing campaigns it's involved in and i want to...
View Article