Connecting Power Virtual Agents to a Real Life Person using Omni Channel Engagement
Not all times you will want to provide live chat opportunities for a customer to a real person. Self Service… Continue Reading admin’s Article on their blog https://www.crmcat.co.uk/customer-service/connecting-power-virtual-agents-to-a-real-life-person-using-omni-channel-engagement/?utm_source=rss&utm_medium=rss&utm_campaign=connecting-power-virtual-agents-to-a-real-life-person-using-omni-channel-engagement Blog...
Supervisor Monitoring in Omni Channel Engagement
When organisations are managing incoming requests from multiple channels, there needs to be some oversight to ensure the users can… Continue Reading admin’s Article on their blog Supervisor Monitoring in Omni Channel Engagement When organisations are managing incoming requests from multiple channels, there needs to be some oversight to ensure the users can be supported, especially if things get challenging or customers get...
Conversation States in Omni Channel Engagement
One of the features when I first started reviewing Omni Channel Engagement which I found challenging was to understand the… Continue Reading admin’s Article on their blog Conversation States in Omni Channel Engagement One of the features when I first started reviewing Omni Channel Engagement which I found challenging was to understand the conversation state within the application. I found in some cases I could edit the...
An Introduction to Skill Based Routing in Omni Channel Engagement
We have looked at how the Entity Records Channel uses routing and this post will now take it even further… Continue Reading admin’s Article on their blog An Introduction to Skill Based Routing in Omni Channel Engagement We have looked at how the Entity Records Channel uses routing and this post will now take it even further and give an introduction on how Skill Based routing works in the Omni Channel Engagement App. Skill...
See Conversations in Dynamics 365 in other Apps from Omni Channel
We have looked in detail around interactions with staff and customers work within Omni Channel Engagement in previous posts and… Continue Reading admin’s Article on their blog See Conversations in Dynamics 365 in other Apps from Omni Channel We have looked in detail around interactions with staff and customers work within Omni Channel Engagement in previous posts and now lets take a deep dive into how these conversations...
Create a Custom Presence in Omni Channel Engagement
We covered how to set the presence in Omni Channel Engagement in a previous post, and this post will cover… Continue Reading admin’s Article on their blog Create a Custom Presence in Omni Channel Engagement The standard presences available are fairly generic. Organisations may want to use them as they resonate with other presences you find on Microsoft Teams. In some cases it’s useful to create custom presences that...
Creating Custom Style Widgets in Omni Channel Engagement
When creating widgets that appear on the front page of a companies website or even within in their customer service… Continue Reading admin’s Article on their blog Creating Custom Style Widgets in Omni Channel Engagement When creating widgets that appear on the front page of a companies website or even within in their customer service section, some considerations need to be made. It is important the widgets reflect the...
What is the Entity Channel in Omni Channel Engagement?
Many of the recent posts have been focused on the Chat Channel within the Omni Channel Engagement Hub. You may… Continue Reading admin’s Article on their blog What is the Entity Channel in Omni Channel Engagement? Many of the recent posts have been focused on the Chat Channel within the Omni Channel Engagement Hub. You may have been wondering what other channels are available within the application. The channel which has...
Sentiment Analysis in Omni Channel Engagement
This post covers a review of the real time sentiment analysis in the Omni Channel Engagement Application When a customer… Continue Reading admin’s Article on their blog Sentiment Analysis in Omni Channel Engagement Having reviewed the Conversation and Session entity, this information isn’t stored in the conversation and cannot be reported on at this time (not that I have found!) however as it is shown at runtime and...
Using Macros in Agent Scripts within Omni Channel Engagement
Agent Scripts promote the use of being able to work through a set of questions or actions and Macro’s provide… Continue Reading admin’s Article on their blog https://www.crmcat.co.uk/customer-service/using-macros-in-agent-scripts-within-omni-channel-engagement/?utm_source=rss&utm_medium=rss&utm_campaign=using-macros-in-agent-scripts-within-omni-channel-engagement Blog Syndicated with admin’s...
Getting started with Marcos in Omni Channel Engagement
Macro’s in Omni Channel Engagement allow for specific levels of automation to take place whilst a user is talking to… Continue Reading admin’s Article on their blog Getting started with Marcos in Omni Channel Engagement Macro’s in Omni Channel Engagement allow for specific levels of automation to take place whilst a user is talking to a customer. The most common places to embed Macro’s are on Agent...
Search on Knowledge Base Articles in Conversations using Omni Channel Engagement
Omni Channel Engagement promotes users to manage workloads and be served queries from multiple channels. An important feature is for… Continue Reading admin’s Article on their blog Search on Knowledge Base Articles in Conversations using Omni Channel Engagement Omni Channel Engagement promotes users to manage workloads and be served queries from multiple channels. An important feature is for users to be able to have access...
Internal and External Communication in Omni Channel Engagement
This post is an essential and simple one. It covers what the difference between internal and external communication in the… Continue Reading admin’s Article on their blog Internal and External Communication in Omni Channel Engagement This post is an essential and simple one. It covers what the difference between internal and external communication in the context of the Omni Channel Engagement Application, specifically for...
Add Pre-Chat Questions to a Widget in Omni Channel Engagement
When a customer first opens with a live chat widget and even before they ask a question, it can be… Continue Reading admin’s Article on their blog Add Pre-Chat Questions to a Widget in Omni Channel Engagement When a customer first opens with a live chat widget and even before they ask a question, it can be really helpful for the agent who accepts the incoming message to already have some information about that customer....
Linking records to a Conversation in Omni Channel Engagement
We covered in a previous post what the conversation entity is in Omni Channel Engagement. One of the most fundamental… Continue Reading admin’s Article on their blog Linking records to a Conversation in Omni Channel Engagement This is incredibly valuable to the user, as it gives them less time to have to click between records and look in individual timelines. It also gives them context at quick glance and can better know...
Understanding Work Distribution Type in Omni Channel Engagement
The Work Distribution Type in Omni Channel Engagement comes up in many different places within the app. Work Distribution Type… Continue Reading admin’s Article on their blog Understanding Work Distribution Type in Omni Channel Engagement Whilst basic, this type determines the user interact with entities and the setup of other entities and not just live chat sessions for users to work on, which is really essential to...
Setting up Agent Scripts in Omni Channel Engagement
Scripts are an awesome feature in Omni Channel Engagement that are designed to give ‘Agents’ ie. Users the ability to… Continue Reading admin’s Article on their blog Setting up Agent Scripts in Omni Channel Engagement Scripts are an awesome feature in Omni Channel Engagement that are designed to give ‘Agents’ ie. Users the ability to have a script within the same window they are talking to the...
What are Application Tabs in Omni Channel Engagement?
You may have read about Session Templates and now want to learn more about what an Application Tab is? This… Continue Reading admin’s Article on their blog What are Application Tabs in Omni Channel Engagement? Application Tabs, depending on the type, can and some need, parameters. For example if you wish to open a specific entity record, the GUID and type of entity need to be specified. If you are searching in the entity...
How to Minimise the Conversation Window in Omni Channel Engagement
Sometimes the conversation window can get in the way – this post covers how to get more real estate within… Continue Reading admin’s Article on their blog How to Minimise the Conversation Window in Omni Channel Engagement Sometimes the conversation window can get in the way – this post covers how to get more real estate within the main screen in Omni Channel Engagement. Blog Syndicated with admin’s...
Adding Notes in Omni Channel Engagement
Adding Notes in Model Driven Apps is a given and has been a feature for quite some time (maybe even… Continue Reading admin’s Article on their blog Adding Notes in Omni Channel Engagement Within Dynamics 365 Omni Channel Engagement, when a Conversation is linked to a record, for example a Contact, Account or Case, the ability to add notes is available. Users can add a note by using the note icon within the chat pane as...
What is a Session Template in Omni Channel Engagement?
You might have come across Sessions already in Omni Channel Engagement and I cover exactly what they are in this… Continue Reading admin’s Article on their blog What is a Session Template in Omni Channel Engagement? Navigate to a Session Template by opening the Omni Channel Administration App and going to ‘Sessions’ (not Session Templates) and modifying the tabs to see it in action. Blog Syndicated with...
Create Custom Quick Replies in Omni Channel Engagement
When managing multiple different queries, complaints and conversations from different channels, it can really help to have some ‘precanned’ replies… Continue Reading admin’s Article on their blog Create Custom Quick Replies in Omni Channel Engagement When managing multiple different queries, complaints and conversations from different channels, it can really help to have some ‘precanned’ replies...
Using Multi-Tabs in Omni Channel Engagement
Within Model Driven Apps and Dynamics 365 in general, users are familiar with navigating on the site map (which has… Continue Reading admin’s Article on their blog Using Multi-Tabs in Omni Channel Engagement Within Model Driven Apps and Dynamics 365 in general, users are familiar with navigating on the site map (which has been both vertical and horizontal in the last decade) and moving around views, forms and using...
Using both the Consult and Transfer features in Omni Channel Engagement
You know how to use the Consult feature, and you know how to use the Transfer feature – but have… Continue Reading admin’s Article on their blog Using both the Consult and Transfer features in Omni Channel Engagement Using the consult feature was covered here in a previous post and explains how to bring another available agent into an existing conversation in Omni Channel Engagement. The agent who is consulting...
Downloading Chat Transcripts as a Customer in Omni Channel Engagement
As a customer, when we utilise live chat features of organisation, it can be an amazing experience. We get what… Continue Reading admin’s Article on their blog Downloading Chat Transcripts as a Customer in Omni Channel Engagement As a customer, when we utilise live chat features of organisation, it can be an amazing experience. We get what we need quickly and we get it done. This could be information regarding an order...
The Transfer feature in Omni Channel Engagement
The consult feature was covered in the previous post, but the ability to transfer is slightly different. There is the… Continue Reading admin’s Article on their blog The Transfer feature in Omni Channel Engagement Once an agent has accepted the transfer, the originating agent goes into consult mode, where they can still discuss the issue with the customer and begins in internal mode as shown by the peach colour as shown...
Using the Consult Feature in Omni Channel Engagement
Being able to ask for assistance or advice inside an organisation is often a key requirement from customer service staff,… Continue Reading admin’s Article on their blog Using the Consult Feature in Omni Channel Engagement Being able to ask for assistance or advice inside an organisation is often a key requirement from customer service staff, it’s impossible to know everything! Blog Syndicated with admin’s...
Sessions and Conversations in Omni Channel Engagement
This blog post covers exactly what Sessions and Conversations are within the Dynamics 365 Omni Channel Engagement app. They are… Continue Reading admin’s Article on their blog Sessions and Conversations in Omni Channel Engagement This blog post covers exactly what Sessions and Conversation s are within the Dynamics 365 Omni Channel Engagement app. They are sometimes used interchangeably, but they are in fact two different...
Manage Presence in Omni Channel Engagement
This post is an overview of how presence is managed in Dynamics 365 Omni Channel Engagement. Dynamics 365 Omni Channel… Continue Reading admin’s Article on their blog Manage Presence in Omni Channel Engagement Dynamics 365 Omni Channel Engagement allows users to manage their own presence in the same way as Microsoft Teams and previously we did in other programs such as Skype for Business. In fact – it works in the...
What is Omni Channel Engagement?
Omni Channel Engagement is an Application within the Microsoft Dynamics 365 family and also part of the Customer Service family… Continue Reading admin’s Article on their blog What is Omni Channel Engagement? Omni Channel Engagement is an Application within the Microsoft Dynamics 365 family and also part of the Customer Service family of products in the Microsoft Business Applications stack. You might be wondering what...
What is Dynamics 365 for Sales?
Dynamics 365 for Sales is an application created and managed by Microsoft that gives Sales departments capabilities to manage Leads… Continue Reading admin’s Article on their blog What is Dynamics 365 for Sales? Dynamics 365 for Sales is an application created and managed by Microsoft that gives Sales departments capabilities to manage Leads and Opportunities, right through to Invoices. This post gives a basic introduction...
What is the Common Data Service?
This post defines what the Common Data Service (CDS) and the Common Data Model (CDM) are. The Common Data Service and the… Continue Reading admin’s Article on their blog What is the Common Data Service? This post defines what the Common Data Service (CDS) and the Common Data Model (CDM) are. The Common Data Service and the Common Data Model are core concepts in Microsoft Business Applications and the whole PowerPlatform,...
Connecting Azure Custom Vision with Microsoft Flow
This post covers how to connect Azure Custom Vision Service (over at https://www.customvision.ai) with Microsoft Flow, enabling the use of the… Continue Reading admin’s Article on their blog Connecting Azure Custom Vision with Microsoft Flow This post covers how to connect Azure Custom Vision Service (over at https://www.customvision.ai) with Microsoft Flow, enabling the use of the prediction within Canvas and Model-driven...
I’m a Community Reporter for Microsoft Ignite 2019!
I am a Community Reporter for Microsoft Ignite, Orlando 2019! Check out the announcement by Microsoft HERE Continue Reading admin’s Article on their blog I’m a Community Reporter for Microsoft Ignite 2019! I am a Community Reporter for Microsoft Ignite, Orlando 2019! Check out the announcement by Microsoft HERE Blog Syndicated with admin’s...
Adding Virtual Agents to Dynamics 365 Dashboards for Internal Use
Virtual Agents are a feature that allows organisations to create a Bot for customers to engage with on websites by… Continue Reading admin’s Article on their blog Adding Virtual Agents to Dynamics 365 Dashboards for Internal Use Virtual Agents are a feature that allows organisations to create a Bot for customers to engage with on websites by asking it questions and providing automation capabilities. It is currently in...
Filter a Gallery in Canvas Apps on the Status Reason field (or any other OptionSet in CDS)
So this post is out of pure frustration that this information seems to be really hard to find (for me… Continue Reading admin’s Article on their blog Filter a Gallery in Canvas Apps on the Status Reason field (or any other OptionSet in CDS) So this post is out of pure frustration that this information seems to be really hard to find (for me anyway) for what seemed like a basic requirement. I wanted to load a Gallery of...
Remember to check out the April Release Notes for PowerPlatform & Dynamics 365
April ’19 release overview – Release Notes Download the April ’19 Release Notes PDF (last updated May 30, 2019) The April ’19 release notes describe all new features releasing from April 2019 through September 2019 for Dynamics 365 and Power Platform. Previews for some features will start in February 2019. Continue Reading admin’s Article on their blog Remember to check out the April Release Notes for...
Creating a Custom Flow for Virtual Agent Experiences
This blog post is an extension of the Getting Started with Virtual Agents, so if you’d like the background or… Continue Reading admin’s Article on their blog Creating a Custom Flow for Virtual Agent Experiences This blog post is an extension of the Getting Started with Virtual Agents, so if you’d like the background or know how to get started before you read this, check out that post first! Custom Flows in the...
Getting Started with Virtual Agents in Dynamics 365
Being able to talk to a live chat agent is a popular website feature, especially in the Retail industry where… Continue Reading admin’s Article on their blog Getting Started with Virtual Agents in Dynamics 365 Being able to talk to a live chat agent is a popular website feature, especially in the Retail industry where staff are on hand to be able to manage and solve customer queries so they can get back to buying products....
Create Custom Insight Cards using Microsoft Flow
Relationship Insights, as part of Dynamics 365, has been a great feature, often used (and sold) as part of the… Continue Reading admin’s Article on their blog Create Custom Insight Cards using Microsoft Flow Relationship Insights, as part of Dynamics 365, has been a great feature, often used (and sold) as part of the Sales Application to be able to remind users that there are important deadlines or meetings coming up. Blog...
Setting Reminders and Notifications on a Schedule within Dynamics 365 CE using Microsoft Flow – crmcat
Scheduling a record was not something achieved without some thought using workflows in Dynamics 365 CE. Mostly the ‘Bulk Delete’ trick was used where scheduled Bulk Delete of records (normally to remove legacy data) would act as the trigger for your custom workflow, effectively creating a scheduling system. Still, this doesn’t feel exactly clean and this functionality was not… Continue Reading admin’s Article on their...
Create a Customer Sentiment Solution in Dynamics 365 CE using Azure Cognitive Services – crmcat
Having a business system that gives actionable insights is important, allowing staff to be able to take information and turn it into useful knowledge relevant to their goals and mission within the business. This mission often involves interacting with customers. In an era of self-service, it’s not all the time the interactions are outbound, and customer interactions can come through via… Continue Reading admin’s Article on...
How to build a single HTTP request from data within a collection in Microsoft Flow – crmcat
A challenge in Microsoft Flow is to obtain specific data from a collection of objects (Like Dynamics 365 records) and use some data from those records within a single HTTP request. Why not make multiple HTTP requests within the ‘Apply Each’ loop I hear you ask? Well my friend, because there could be 100 records or more, that’s 100 hits to an endpoint which is really unnecessary,… Continue Reading admin’s Article on their...
Iterate over child entities in Dynamics 365 using Microsoft Flow – crmcat
One of the weaknesses of traditional workflows within Dynamics 365 is their inability to natively iterate over child records. Great news! Microsoft Flow allows you to be able to iterate over child records and pass in query string parameters allowing you to limit the returned collection. It achieves this using OData syntax. Trust me though, even if you have never used OData syntax before,… Continue Reading admin’s Article...
Creating HTTP requests to Dynamics 365 using Microsoft Flow – crmcat
It is absolutely amazing how many things Microsoft Flow can do. One of the most useful actions I have come across is making HTTP requests that integrate with Dynamics 365. Using Flow to make HTTP requests to external services allows for you to create loosely coupled integrations very easily. Once the solution feature is released in October 2018, it will also be easy to maintain. This post… Continue Reading admin’s Article...
CRMUG Summit EMEA 2019 – 27th – 29th March – Amsterdam
CRMUG Summit EMEA is back March 2019 in Amsterdam! A Call for Proposals is soon to be announced, so get… Continue Reading admin’s Article on their blog