Clik here to view.
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...
View ArticleClik here to view.
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...
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.
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...
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 ArticleClik here to view.
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...
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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...
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...
View ArticleClik here to view.
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...
View ArticleClik here to view.
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.
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...
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 Article