Discovering Azure DevOps and D365 Business Applications
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
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, 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
