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Tag: dynamics 365

D365 Customer Service: Slugs

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 →

Tricia Sinclair OmniChannel 3 Comments May 17, 2021 3 Minutes

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

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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