One of the features available in the Omnichannel Engagement Hub is the capability to escalate chats from power virtual agent or even a chat bot built using the azure bot framework to an available agent. When using routing rules for a chat work stream, we can use pre-chat questions to assist with routing the chat … Continue reading Using Power Virtual Agent Variables with the Omnichannel Engagement Hub
Importing Work Items into Azure DevOps without the Team Explorer AddIn
One of the common methods of importing work items into Azure DevOps is via Excel. I’ve previously discussed this in another blog I’ve linked below. What is Azure DevOps and can it help with user adoption A video demonstration of how this works is also in the above blog. The method shown previously, requires the … Continue reading Importing Work Items into Azure DevOps without the Team Explorer AddIn
Omni Channel Engagement Hub – Setting up Co-Browse
One of the features currently in preview for the Omni Channel Engagement Hub is Co-Browse. The co-browse feature is provided by ScreenMeet, a Microsoft ISV with an existing co-browse and remote assist solution that integrates with Dynamics 365. The solution offered for co-browse has now been extended to the Omni Channel Engagement Hub. The video … Continue reading Omni Channel Engagement Hub – Setting up Co-Browse
An Overview of the Omni Channel Engagement Hub
This weekend I was fortunate to be able to speak about the Omni Channel Engagement Hub at the Scottish Summit 2020 held in Glasgow. There have been a few requests for me to record the session and so I have! The session has been rerecorded and you can watch it here: https://youtu.be/SzOsa0XVoSY Please feel free … Continue reading An Overview of the Omni Channel Engagement Hub
Testing Testing… 123 : Testing Canvas Apps using Power Apps Test Studio
Many people spend time focusing on automating their build and deployment assuming that this will improve the quality of the output. While it definitely reduces the time needed to build or deploy solutions and certainly reduces human errors which can cause defects. Automating the build and release is only part of the story. We must … Continue reading Testing Testing… 123 : Testing Canvas Apps using Power Apps Test Studio
Azure DevOps Processes Part 4: Overview of the Agile Process
There are two process which are based on the agile methodology within Azure DevOps. The Agile and Scrum processes are similar but there are key differences which I've mentioned in my previous blog introducing the Azure DevOps processes. This blog specifically aims to provide an overview of the agile process. The agile process is based … Continue reading Azure DevOps Processes Part 4: Overview of the Agile Process
Azure DevOps Processes Part 3: Overview of the CMMI Process
I have been slowly working my way through detailing the standard processes available within Azure DevOps. In my previous post, I provided an overview of the Basic process - the simplest process available. This post is fully dedicated to the CMMI process. The CMMI ( Capability Maturity Model Index) process closely aligns to the waterfall … Continue reading Azure DevOps Processes Part 3: Overview of the CMMI Process
