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Tag: customer service

Omni Channel Engagement Hub: Creating a Chat Widget

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 →

Tricia Sinclair OmniChannel 2 Comments November 9, 2020November 8, 2020 1 Minute

Omni Channel Engagement Hub: Fix Missing Presence Icon

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 →

Tricia Sinclair OmniChannel 11 Comments November 8, 2020November 7, 2020 1 Minute

Creating an Omni Channel Engagement Hub Trial

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 →

Tricia Sinclair OmniChannel 4 Comments October 30, 2020 1 Minute

Omni Channel Engagement Hub: Configuring Outbound Messaging

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 →

Tricia Sinclair OmniChannel Leave a comment August 25, 2020August 25, 2020 2 Minutes

Configuring Smart Assist Part 2

Smart Assist Part 2

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 →

Tricia Sinclair OmniChannel Leave a comment August 18, 2020December 3, 2020 1 Minute

OmniChannel Engagement Hub: Creating a Smart Assist Bot

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 →

Tricia Sinclair OmniChannel 4 Comments June 18, 2020June 18, 2020 4 Minutes

OmniChannel Engagement Hub : Smart Assist

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 →

Tricia Sinclair OmniChannel 5 Comments June 3, 2020June 4, 2020 1 Minute

Configuring and Troubleshooting Omni Channel Engagement Hub Desktop Notifications

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 →

Tricia Sinclair OmniChannel Leave a comment April 26, 2020June 15, 2020 2 Minutes

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