Discovering Azure DevOps and D365 Business Applications
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
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
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, 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
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
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
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
