Discovering Azure DevOps and D365 Business Applications
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 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
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
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
