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Omnichannel for Customer Service – Overflow (v2)
I have previously blogged about the overflow capabilities in Microsoft’s Omnichannel for Customer Service. But the recent 2022 Wave 2 release has given us some additional capabilities. So, in this blog...
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Omnichannel for Customer Service – Voicemail
A great new feature in Microsoft’s Omnichannel for Customer Service app relates to allowing customers to leave voicemails. In this blog post I will explore this new feature.Microsoft’s Omnichannel for...
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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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D365PPUG Birmingham – September 2022
At the Birmingham HQ of the Dynamics 365 and Power Platform user group (D365PPUG) we are busy planning our next face to face event. If you haven’t registered yet I suggest you do so soon.You can...
View ArticleConvert an existing entity to an activity in CRM 2016
Hi,I need to convert an existing entity in CRM 2016 to an activity. Does anyone know how to do this ?Many Thanks,Mark
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Unified Routing – Preferred Agent Routing
A new feature is coming to the Unified Routing feature found in Microsoft’s Dynamics 365 Customer Service app …. It will allow us to route work items to agents based on a contact having one or more...
View ArticleCampaign Activities
Hello,I recently created a marketing campaign and distributed campaign activities (phone calls) to a member of my team. I had anticipated that this would create tasks for him to call each of the leads...
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Delete Dynamics 365 Data – Based on an import “Hack”!
I recently saw a “trick” with Dynamics 365 that I thought was quite cool. So, I decided to document it in a blog post. This must be a reasonably common scenario! Our sales team want to purge the system...
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Field Service – Inspections Overview
The Dynamics 365 Field Service app gives us a cool feature to manage inspections. In this post I will give an overview of this feature.What are Field Service Inspections?The Field Service app of...
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Two Timelines on One Dynamics 365 Form
I noticed almost in passing a new feature in the October “Wave 2” release of Dynamics 365. This is the ability to add more than one timeline per form. In this post I will explore this feature and try...
View ArticleDisable/Hide an option set value
We use option sets quite often. Regularly I get asked to change the values of these as business requirements change.Is there a way to disable an option set value, or hide a value that is no longer...
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Field Service – Inspection Reporting
In previous posts I have explained how we can create inspections; in this post I will focus on how we gain access to the inspection data. (To support reporting).You can review my earlier post which...
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Dynamics 365 and Power Platform Birmingham Event – 24th Nov
We are really excited to announce our next Birmingham based face to face event. This time we’ll meet on 24th November. This will be our last Dynamics 365 and Power Platform event of 2022, so don’t miss...
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Omnichannel for Customer Service – Overflow (v2)
I have previously blogged about the overflow capabilities in Microsoft’s Omnichannel for Customer Service. But the recent 2022 Wave 2 release has given us some additional capabilities. So, in this blog...
View ArticleClik here to view.
Omnichannel for Customer Service – Voicemail
A great new feature in Microsoft’s Omnichannel for Customer Service app relates to allowing customers to leave voicemails. In this blog post I will explore this new feature.Microsoft’s Omnichannel for...
View ArticleClik here to view.
Omnichannel for Customer Service – Callbacks
The new direct callback feature found in Microsoft’s Omnichannel for Customer Service gives customers the ability to request a callback as soon as an agent becomes available. I will explore this new...
View ArticleClik here to view.
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...
View ArticleClik here to view.
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...
View ArticleConvert an existing entity to an activity in CRM 2016
Hi,I need to convert an existing entity in CRM 2016 to an activity. Does anyone know how to do this ?Many Thanks,Mark
View Article