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 No…
Sarah Critchley
46
Posts
9,580
Views
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 No…
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 No…
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 No…
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 No…
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 https://www.crmcat.co.uk/customer-service/the-transfer-feature-in-omni-channel-engagement/?utm_source=rss&utm_medium=rss&utm_campaign=the-transfer-feature-in-omni-channel-engagement…
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 No…
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 No…
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 No…
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 No…