Discovering Azure DevOps and D365 Business Applications
I’ve recently been speaking to several people about queues and the reason for the existence of queues. It’s believed by some that views and the ability to assign records are sufficient and that queues are unnecessary or unnecessarily complex. In this blog, I’ll explore basic queues and share my understanding of when queues are in … Continue reading Customer Service Basic Queues. Should You Use Them?
In my previous blog, I detailed how an Omnichannel trial could be created and shared how we could initiate a trial of the native voice experience. The native voice trial provides 60 minutes of voice calling minutes which can be used to evaluate the voice experience. This blog will detail how to configure a number … Continue reading Setting up Omnichannel Voice using Azure Communication Service
I previously wrote a blog detailing how to set up an Omnichannel trial. This process has changed and I thought it would be good to demonstrate the latest method of creating a trial which will allow the testing of both Unified Routing and Omnichannel Voice without experiencing errors sometimes reported. https://videopress.com/v/3H1mzMHZ?resizeToParent=true&cover=true&preloadContent=metadata Setting up Omnichannel Trial … Continue reading Setting up an Omnichannel Trial : Updated Version
I’m so excited! Omnichannel Native Voice is so close to GA I can almost taste it - not literally. But seriously, this is an exciting leap for Omnichannel which means it’s now possible to have Microsoft be the provider for the entire contact centre solution instead of different providers for different channels! The video below … Continue reading Behind Omnichannel Native Voice
If there was one thing that pulled my attention at the recent MS Inspire, it was this announcement: Satya’s announcement that D365 data will be accessible within teams at no additional cost to teams users is a welcome and to me - exciting. I’ve had some time to think about it and wanted to give … Continue reading Dynamics 365 x Teams
A popular social network which many businesses now leverage for engaging with customers is Facebook. With roughly 2.85 billion monthly active users (est as from early 2021 and not considering the catfishes which are likely included in these numbers) its no surprise that facebook dominates the social media platform landscape. According to statcounter, Facebook has … Continue reading Omnichannel for Customer Service: The Facebook Channel
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
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
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