A Complete Guide to Workforce Engagement Management Part 1
I’ve been spending quite a bit of time lately digging into Workforce Engagement Management, or WEM, in Dynamics 365 Contact Center, and I really feel that this part of D365 Contact Center…
Dian Taylor
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A Complete Guide to Workforce Engagement Management Part 1
Learn what Workforce Engagement Management (WEM) is in Dynamics 365 Contact Center and how forecasting and capacity planning help you have the right reps, with the right skills, available at the right…
DEMO | D365 Customer Service Self Service: Create a Case from a Portal
Customers want to be able to get help when they need it, without always having to call or wait for a CSR. That’s why self-service is such an important part of the…
DEMO: Real-Time translation in D365 Contact Center
Ever wish your customer service conversations could magically speak the same language? Well, Dynamics 365 Contact Center has a little translation magic up its sleeve! In this demo, I'm taking a look…
How to configure governance in D365 Customer Service
In today’s world AI is becoming a bigger part of the customer service experience. AI is already helping customer service reps by generating email responses, find solutions to customer issues, summarizing conversations,…
How to configure governance in D365 Customer Service
AI is becoming a bigger part of the customer service experience, but with all that AI comes the need for some guardrails! In this video, I'll show you the new governance feature…
Self Service: Customer Order Inquiry in D365 Customer Service Demo
What if your customers could check their order status without ever needing to talk to a customer service representative? In this demo, see how an AI agent in Dynamics 365 Customer Service…
Demo: Embedded Dialer in D365 Customer Service/Contact Center
In this video I demonstrate the embedded dialer in the Customer Service Workspace, part of D365 Customer Service/Contact Center. X: https://x.com/D365Goddess LinkedIn: https://www.linkedin.com/in/diantaylor/ Bluesky: https://bsky.app/profile/d365goddess.bsky.social Website: https://d365goddess.com
How to enable and configure Service Agent in D365
In my last post I wrote about the Service Agent in Dynamics 365 Customer Service and its capabilities. I discussed what it is, what it is capable of and how it can…
How to enable and configure Service Agent in D365
In my previous video I discussed the Service Agent in Dynamics 365 Customer Service and it's capabilities. I discussed what it is, what it is capable of and how it can help…