Discovering Azure DevOps and D365 Business Applications
In my previous blog, I showed how we can create a new omni channel trial. Before you can use the trial to leverage the full capabilities of omni, the trial will need to be configured. In this blog, I'll detail how to set up what I consider to be the base configuration of omni. This … Continue reading Omni Channel Base Configuration: Creating Users and Queues
A defect was introduced in a recent release of D365 Customer Service which impacts new and some upgraded Omni Channel installs. This defect prevents the presence icon from appearing in the top right hand corner. In the most recent release the team have created a loader page which gives an indication of the progress of … Continue reading Omni Channel Engagement Hub: Fix Missing Presence Icon
So you've heard about the Omni Channel Engagement Hub and want to see what all the fuss is about. But, you cant work out which license to add, where to go to set it up or why you're not seeing the right screens! You may also be getting some random error messages - some of … Continue reading Creating an Omni Channel Engagement Hub Trial
This is a true story about someone in the #PowerAddicts community, but not quite brave enough, or ready to share her identity. Therefore, we will call her Jessica! It is a tale of an underdog, a girl who literally has fought for her life at times, to obtain financial stability and a sense of worth. … Continue reading Make your story count
One of the latest features now available in preview for the Omni Channel Engagement Hub is outbound messaging. Outbound messaging is perfect for scenarios where a company may want to send sms notifications to a customer based on an event. E.g. To notify the customer that addiitonal information is required for a claim they may … Continue reading Omni Channel Engagement Hub: Configuring Outbound Messaging
This blog carries on from my last blog which showed how to create the Smart Assist bot and the configurations required in Azure. This blog will show what should be configured in Dynamics 365. To complete the setup, it is important to have bot application id and the app registration application id. Information on how … Continue reading Configuring Smart Assist Part 2
In this blog, I will do my level best to detail the steps included in creating a smart assist bot that will help agents to schedule appointments for customers they're chatting with. It would be helpful to understand and have knowledge of the Azure Bot Framework, but it absolutely not necessary. Smart Assist bots enable … Continue reading OmniChannel Engagement Hub: Creating a Smart Assist Bot
Agents working in a call centre may sometimes need assistance/guidance or information during a conversation that will help them maximise a sale, resolve an issue quicker or confirm that what is being shared with a customer is accurate. By utilising the Omni Channel Engagement Hub, agents have access to productivity tools which not only enables … Continue reading OmniChannel Engagement Hub : Smart Assist
The final process left to cover in this series of blogs is the Scrum process. In my previous blogs, I've detailed the differences between the Scrum and Agile process. This blog will provide an overview of the scrum process template. The Scrum process in Azure DevOps closely resembles the agile process. However, there are key … Continue reading Azure DevOps Processes Part 5: Overview of the Scrum Process
One of the latest features of the Omni Channel Engagement Hub is the ability to see notifications of an incoming conversation when the agent dashboard is not in focus. Prior to this release, agents could potentially miss notifications if they had another tab open or if the browser was minimised. This would affect customers as … Continue reading Configuring and Troubleshooting Omni Channel Engagement Hub Desktop Notifications
