Discovering Azure DevOps and D365 Business Applications
When a conversation is initiated in Omnichannel for Customer Service, the conversation is assigned to an agent in two stages. Routing - this allows the conversation to be routed to a queue based on specific routing rules allocated to the workstream. It is possible to configure basic routing rules or the newly available Unified Routing … Continue reading Omnichannel for Customer Service: Routing vs Work Assignment
Slugs. This is not about your average garden variety slug. This relates to placeholders that are used to dynamically show or refer to data within D365 Customer Service Workspace and Omnichannel Engagement Hub. Slugs are used in various ways and depending on how the slug is used, the syntax of use is different. In this … Continue reading D365 Customer Service: Slugs
When an agent accepts a chat in the Omnichannel experience for D365 Customer Service, context information is passed from the initiated chat to the agent's desktop. This context information includes pre chat variables, bot variables - if the chat was escalated from a bot - as well as custom variables sent via custom code. Context … Continue reading Omnichannel for Customer Service : Custom Context Variables
Good customer service is taken for granted. To stand out, companies need exceptional customer service that go beyond what customers expect as standard. Modern society has evolved. Customers now expect answers almost immediately and will go out in search for those answers themselves. Whether they’re searching about how to fix a device or get information … Continue reading D365 Customer Service : Voice Channel
One of the main methods of communication still used as standard by many customer service teams is the email channel. Fortunately customers have been able to configure this in the D365 Customer Service module leveraging the functionality that allows case records to be created from activity records and subsequently routed to a queue. But how … Continue reading Omni Channel Engagement Hub: Configuring the Entity Routing Channel
When a customer initiates a chat, its often a pretty good idea to have some information available that will allow an agent to know who they're talking to or even why the chat was initiated. The Omni Channel Engagement Hub allows the configuration of pre chat questions which will prompt the user to provide information … Continue reading Omni Channel Engagement Hub: Configuring Pre Chat to Automatically Identify Customers
In a previous blog, we configured a chat widget which allowed engagement with customer service agents. When creating the widget, I ignored the authentication field which is available on the chat widget form. This blog focuses on configuring authentication which will allow the agent to see that the person who initiated the chat is known … Continue reading Omni Channel Engagement Hub: Configuring Chat Authentication
I first learned about Specflow and Behaviour Driven Development in 2018 in a blog that Wael Hamze posted. In his blog, Wael explains not only what Behaviour Driven Development and Specflow is but also how it could be used with Fake-xrm-easy (Jordi Montana's Unit Testing framework) as well as Easy Repro, an open framework that … Continue reading Using Specflow and EasyRepro to improve Automated UI Testing
In my previous blog, we created a new chat widget in the Omni Channel Engagement Hub admin area and embedded the widget into a web page. The widget allows customers to interact with agents having been routed using any rules configured within Omni Channel. This blog focuses on how we can leverage the Omni Channel … Continue reading Omni Channel Engagement Hub : Initiating a Chat with a Custom Chat Button
In my previous blog post, I covered the basic setup needed for agents to be able to use the the Omni Channel Engagement Hub app. This post is a continuation on that blog, focussing on how we can quickly create a chat widget to allow your customers to interact with your agents. https://youtu.be/3a5yMoA7ac0 The video … Continue reading Omni Channel Engagement Hub: Creating a Chat Widget
