Clik here to view.
Dynamics 365 Real-time Marketing – My first look
I have recently been asked to review the new real-time marketing feature. I have therefore been busy testing its capabilities and comparing real-time marketing and outbound marketing. This post will...
View ArticlePower Automate Cloud Flows – Format Choices and more
Recently I needed to show the text of a choices field in a post created by a Cloud Flow. Meaning I needed to return the actual text of the choice field rather than the value. In this video I...
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Omnichannel for Customer Service – Outbound Voice Calling
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...
View ArticleClik here to view.
Omnichannel for Customer Service – Voice IVR BOTS
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.PrerequisitesObviously, you will...
View ArticleClik here to view.
Omnichannel for Customer Service – Voice channel overflow
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...
View ArticleClik here to view.
Omnichannel for Customer Service – Conversation Categories
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...
View ArticleClik here to view.
Omnichannel for Customer Service – Interruptible IVR BOTs
Within Microsoft’s Omnichannel for Customer Service app with the voice channel we can use a Power Virtual Agent as an IVR BOT. These are powerful, but I have found that as the BOT makes statements or...
View ArticleClik here to view.
D365PPUG Birmingham Meeting – June 22nd 2022
AT LAST… we are back with a Dynamics 365 and Power Platform face to face event in Birmingham.Our next Birmingham Dynamics 365 & Power Platform User Group meeting will be on Wednesday 26th Feb 2020...
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Unified Routing – Custom Assignment Rules
Microsoft’s Omnichannel for Customer Service makes use of Unified Routing to allocate (assign) work items to agents. Typically, once a conversation or record is routed to a queue, we use either...
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D365PPUG Birmingham – Announcements
At the Birmingham division of “Dynamics 365 and Power Platform User Group” (D365PPUG) we are busy planning our first to face to face event since before COVID changed everything. Plus, we have several...
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D365PPUG Birmingham – Speaker Announcement June 22nd
Have you registered for our Dynamics 365 and Power Platform user group event on 22nd June in Birmingham? If not, I suggest you register ASAP.Our next Birmingham Dynamics 365 & Power Platform User...
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Customer Service Workspace – Presence Issue
Microsoft’s Omnichannel for Customer Service is fantastic … but if like me you have had a problem with the agent presence in the Customer Service Workspace app just spinning and spinning you might have...
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D365PPUG Birmingham – Feb Event Video
During Feb’s Birmingham user group event Mike Chappell gave an informative presentation around Synapse Link.Warning: Mike did suffer some demo gremlins. Afterwards he found out he was just not being...
View ArticleClik here to view.
Dynamics 365 Real-time Marketing – My first look
I have recently been asked to review the new real-time marketing feature. I have therefore been busy testing its capabilities and comparing real-time marketing and outbound marketing. This post will...
View ArticlePower Automate Cloud Flows – Format Choices and more
Recently I needed to show the text of a choices field in a post created by a Cloud Flow. Meaning I needed to return the actual text of the choice field rather than the value. In this video I...
View ArticleClik here to view.
Omnichannel for Customer Service – Outbound Voice Calling
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...
View ArticleClik here to view.
Omnichannel for Customer Service – Voice IVR BOTS
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.PrerequisitesObviously, you will...
View ArticleClik here to view.
Omnichannel for Customer Service – Voice channel overflow
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...
View ArticleClik here to view.
Omnichannel for Customer Service – Conversation Categories
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...
View ArticleClik here to view.
Omnichannel for Customer Service – Interruptible IVR BOTs
Within Microsoft’s Omnichannel for Customer Service app with the voice channel we can use a Power Virtual Agent as an IVR BOT. These are powerful, but I have found that as the BOT makes statements or...
View Article