Omnichannel for Customer Service – Notifications
Jun29

Omnichannel for Customer Service – Notifications

Microsoft’s Omnichannel for Customer Service includes the ability to alert your agents when incoming conversations arrive or if someone transfers a conversation to them or someone just wants to consult them about a live conversation. These notifications are as you’d expect a standard feature of Omnichannel for Customer Service but there are quite a few options we can use to tailor how and when… Continue Reading Neil...

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D365UG Birmingham – Virtual Event July 8th
Jun23

D365UG Birmingham – Virtual Event July 8th

As Covid-19 restrictions continue our next Birmingham Dynamics 365 / Power Platform user group event will again be virtual. The negative is you won’t get to enjoy our famous free buffet. But the amazing benefit is everyone can join regardless of location. In these times of lock-down I would argue that attending user group events to enhance your Dynamics 365 skills is more important than ever…. Continue Reading Neil...

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Omnichannel for Customer Service – Skills based routing AND Virtual Agents
Jun20

Omnichannel for Customer Service – Skills based routing AND Virtual Agents

Recently I was asked to consider a requirement to roue web chats within Omnichannel for Customer Service in a particular way. In this post I explain how I used a combination of Virtual Agents and skills based routing to achieve the requirements. So the ask was, to route all chats to a group of first line or front line agents. But if those front line guys were busy we’d want anyone available in… Continue Reading Neil...

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Omnichannel for Customer Service – Teams Integration
Jun11

Omnichannel for Customer Service – Teams Integration

We can now use Microsoft Teams as a channel with Omnichannel for Customer Service. I can see many applications for this, not least for an internal help desk who needs to offer support to users across their organisation. The video below will explain how to configure the Teams channel. You can also use the link below to access Microsoft’s documentation on configuring Microsoft Teams to work with… Continue Reading Neil...

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Omnichannel for Customer Service – Twitter
Jun05

Omnichannel for Customer Service – Twitter

Microsoft’s Omnichannel for Customer Service allows us to communicate with customers on many channels, in this post I will review how to configure the ability to converse with customers using Twitter. I guess I don’t really need to explain how popular Twitter is …. Twitter averages 330 million monthly active users every month, with 500 million tweets being sent every day! With statistics… Continue Reading Neil...

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Omnichannel for Customer Service – Collection
May29

Omnichannel for Customer Service – Collection

Omnichannel for Customer Service OmniChannel for Customer Service provides omnichannel capabilities directly in Dynamics 365. Additionally it includes enterprise grade routing and also works with Unified Service Desk! Note: “Omnichannel Engagement Hub” was renamed to “Omnichannel for Customer Service”. (Therefore any old references to Omnichannel Engagement Hub imply Omnichannel for Customer… Continue...

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Omnichannel for Customer Service – Voice and Video Calls
May29

Omnichannel for Customer Service – Voice and Video Calls

Microsoft’s Omnichannel for Customer Service allows us to escalate web chat conversations to voice and video calls, this is a great feature when conversations become complex and a chat conversation is simply more long winded than a voice call. In this post I will explain how to setup the video calling feature. I will also give details about the agent and customer experiences. Setup Not… Continue Reading Neil...

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Omnichannel for Customer Service – Agent Scripts & Macros (and slugs)
May29

Omnichannel for Customer Service – Agent Scripts & Macros (and slugs)

Omnichannel for customer service contains a number of features to help improve agent productivity. In this post I will explore two of these …. Agent scripts and Macros. Plus we’ll see some slugs along the way! I’m covering the theory of agent scripts and macros in one post as I believe they are concepts that go hand in hand. (As an agent script can be used to trigger a macro.) I am assuming… Continue Reading Neil...

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Dynamics 365 Outlook App – Set entities that can be set regarding
May19

Dynamics 365 Outlook App – Set entities that can be set regarding

I recently got asked a simple question but one I didn’t immediately know the answer for! As I had to research the answer I thought a blog post might help anyone who is presented with a similar question. That being …. “In the Dynamics 365 App for Outlook we can track emails as being regarding a standard set of entities. What if we want a remove entities from this list or add custom ones?”. I… Continue Reading...

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MB-200: Microsoft Power Platform + Dynamics 365 Core – Email Integration
May15

MB-200: Microsoft Power Platform + Dynamics 365 Core – Email Integration

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Power Platform + Dynamics 365 Core exam. (aka MB-200) In this post I will look at concepts around email integration. There is a section of the MB-200 skills measured statement which covers implementing integrations, within this you will find a several references to email integration…. Continue Reading Neil...

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SLAs – Unified Interface (April Wave 2020)
May07

SLAs – Unified Interface (April Wave 2020)

The April 2020 release wave of Dynamics 365 includes an updated approach to SLAs. In this post I will explore how to create the “new style” Service level agreements. Assuming you have some experience with Dynamics 365 …. I guess you will already be aware that we are moving away from the classic web interface and that eventually all functionality will be only available in the new unified… Continue Reading Neil...

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USD – Migration of Customization Files
Apr30

USD – Migration of Customization Files

I often work with Unified Service Desk for Dynamics 365, having created a “solution” in my development environment I will obviously need to migrate it into a test or production instance. The process we use for this is quite straight forward, as Microsoft’s configuration migration tool can be leveraged to export and import my config. However I have always found migration of my customization… Continue Reading...

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Birmingham D365UG – May 2020 Event
Apr15

Birmingham D365UG – May 2020 Event

Our next Birmingham Dynamics 365 User Group will start at the normal time at 6:30pm on Wednesday May 13th. But unlike normal this will be a virtual event. The downside of being a virtual event is you won’t be able to sample of famous free buffet!! But on the upside we have a fantastic line-up of speakers. And being a virtual event means people outside of the Birmingham area will be very… Continue Reading Neil...

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MB-200: Microsoft Power Platform + Dynamics 365 Core – Data Management
Apr15

MB-200: Microsoft Power Platform + Dynamics 365 Core – Data Management

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Power Platform + Dynamics 365 Core exam. (aka MB-200) In this post I will look at concepts around data management. There is a section of the MB-200 skills measured statement which mentions data, we have a section of the exam headed “Manage entities and data”. Within this section there… Continue Reading Neil...

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MB-200: Microsoft Power Platform + Dynamics 365 Core – Languages
Mar28

MB-200: Microsoft Power Platform + Dynamics 365 Core – Languages

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Power Platform + Dynamics 365 Core exam. (aka MB-200) In this post I will look at concepts around languages and translations. There is a section of the MB-200 skills measured statement which references languages. It is under the heading “Perform system administration” and is within… Continue Reading Neil...

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Free Dynamics 365 Training – Please circulate!
Mar20

Free Dynamics 365 Training – Please circulate!

We are all being adversely effected by the Coronavirus, unfortunately many people may find themselves out of work or with theirs jobs at risk. As normality returns significant numbers of people could need to seek new jobs. For someone, unfortunately, returning to their old careers may be difficult. But whilst this is happening the IT industry continues to have a major skills shortage. With… Continue Reading Neil...

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MB-200: Microsoft Dynamics 365 Customer Engagement Core – Solutions
Mar05

MB-200: Microsoft Dynamics 365 Customer Engagement Core – Solutions

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around solutions. You can see below that we have a section of the exam which covers discovery, planning and analysis, within this section needing to know how to select between managed and… Continue Reading Neil...

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MB-200: Microsoft Dynamics 365 Customer Engagement Core – Subjects
Feb29

MB-200: Microsoft Dynamics 365 Customer Engagement Core – Subjects

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around subjects. You can see below that we have a section of the exam which covers system administration. Within this section configuring subjects is mentioned. Subjects are a tree of… Continue Reading Neil Parkhurst’s...

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MB-200: Microsoft Dynamics 365 Customer Engagement Core – Searching

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around searching. In the skills measured statement (shown below) under the heading “Perform solutions deployment and testing”, you will see a reference to both the relevance and… Continue Reading Neil...

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MB-200: Microsoft Dynamics 365 Customer Engagement Core – 365 Admin Roles
Jan24

MB-200: Microsoft Dynamics 365 Customer Engagement Core – 365 Admin Roles

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around 365 admin roles. You can see below that we have a section of the exam which covers security. Within this section needing to know about the Dynamics 365 admin roles is highlighted . We… Continue Reading Neil...

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Omnichannel for Customer Service and Facebook
Jan19

Omnichannel for Customer Service and Facebook

We can now intergate Dynamics 365 with Facebook messenger using the Omnichannel for Customer Service app. I have been experimenting with this cool new feature and below you will find a video explaining how it works and how you can configure it ….   Continue Reading Neil Parkhurst’s Article on their blog Omnichannel for Customer Service and Facebook We can now intergate Dynamics 365 with Facebook messenger using the...

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MB-200: Microsoft Dynamics 365 Customer Engagement Core – Security
Jan14

MB-200: Microsoft Dynamics 365 Customer Engagement Core – Security

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around Dynamics 365 security. You can see below that security roles, users, teams and hierarchy security are mentioned in the implement security section of the exam. To understand security… Continue Reading Neil...

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The USD Accelerator – Technical Guide, Release History (3_1_0_0)
Jan04

The USD Accelerator – Technical Guide, Release History (3_1_0_0)

Overview The USD Accelerator is a pre-build Unified Service Desk configuration aimed at helping speed your USD project. I am excited to announce release 3.1. This new release has a focus on the agent experience. Therefore it contains loads of bug fixes and performance enhancements. And additionally many agent focused usability changes. This post will highlight the enhancements and bug fixes… Continue Reading Neil...

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MB-200: Microsoft Dynamics 365 Customer Engagement Core – Field Security
Jan04

MB-200: Microsoft Dynamics 365 Customer Engagement Core – Field Security

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around field security. There is a section of the MB-200 exam which has a focus on implementing security, you can see below that managing field security profiles is mentioned in the configure… Continue Reading Neil...

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Omnichannel for Customer Service and Power Virtual Agents
Jan01

Omnichannel for Customer Service and Power Virtual Agents

I have recently been experimenting with both Omnichannel for Customer Service and Power Virtual Agents, as now the two can be a combined their integration seemed like an obvious thing for me to review. In this post I will document how I created my first “omnichannel virtual agent” and make a few observations along the way. A good starting point might be for me to describe the use case for… Continue Reading Neil...

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MB-200: Microsoft Dynamics 365 Customer Engagement Core – Discovery, Planning and Analysis
Jan01

MB-200: Microsoft Dynamics 365 Customer Engagement Core – Discovery, Planning and Analysis

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around discovery, planning and analysis. There is a section of the MB-200 exam which has a focus on discovery, planning and analysis, the associated skills measure statement is shown below.

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MB-200: Microsoft Dynamics 365 Customer Engagement Core – App Designer
Dec28

MB-200: Microsoft Dynamics 365 Customer Engagement Core – App Designer

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around the app designer. You can see below that we have a section of the exam which covers user experience design. Within this section we can see that the site map and app designer are… Continue Reading Neil Parkhurst’s...

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MB-200: Microsoft Dynamics 365 Customer Engagement Core – Forms
Dec28

MB-200: Microsoft Dynamics 365 Customer Engagement Core – Forms

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around forms. You can see below that we have a section of the exam which covers managing the user experience and within that the need to know how to create and configure forms is referenced;

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Omnichannel for Customer Service – Entities
Nov24

Omnichannel for Customer Service – Entities

Recently I gave a presentation regarding Omnichannel for Customer Service at 365 Saturday in Paris, afterwards I was asked a question about the files customers might send in webchat conversations. In this scenario a large volume of attachments were expected and these would need to be managed. Therefore they wanted to know where the attachments were stored. In this post I hope to answer that… Continue Reading Neil...

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Omnichannel for Customer Service – Chat Transcripts
Nov18

Omnichannel for Customer Service – Chat Transcripts

Microsoft’s new “Omnichannel for Customer Service” adds powerful webchat capabilities into Dynamics 365. I’ve been experimenting with some of its latest features…. In this post I’ll explain how visitors to your website can access their chat transcripts. I have often had a requirement for the customer to be able to access a copy of a chat transcript at the end of a conversation. Each chat… Continue...

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MB 200: Microsoft Dynamics 365 Customer Engagement Core – OneNote Integration
Nov15

MB 200: Microsoft Dynamics 365 Customer Engagement Core – OneNote Integration

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around OneNote integration. You can see below that we have a section of the exam which covers implementing integrations, within that we have a section regarding Office 365 and OneNote. I… Continue Reading Neil Parkhurst’s...

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Omnichannel for Customer Service – Masking Data
Nov06

Omnichannel for Customer Service – Masking Data

I have recently been experimenting with Microsoft’s new Omnichannel for Customer Service. This fantastic tool gives us webchat (and much more) within Dynamics 365. One really useful feature is the ability to “mask” data. In this post I will explain this feature. Imagine your contact centre agents are chatting with customers using Omnichannel for Customer Service, in these regulated times you… Continue Reading...

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D365UG Birmingham – 4th Dec 2019
Nov05

D365UG Birmingham – 4th Dec 2019

I can’t believe we are entering the final few weeks of 2019 …. We’ve had a great year at D365UG Birmingham! We’ve hosted events this year including many fantastic topics, such as Dynamics 365 Marketing, Portals, PowerBI, Omnichannel and also talked loads about new “CRM” features. We plan to close the year by going on a mission to help widen our knowledge of Dynamics 365. So, we have three… Continue...

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MB-200: Microsoft Dynamics 365 Customer Engagement Core – Business Process Flows
Oct30

MB-200: Microsoft Dynamics 365 Customer Engagement Core – Business Process Flows

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around business process flows. You can see below that we have a section of the exam which covers managing the user experience. Within this section under the heading “Create and manage… Continue Reading Neil...

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MB-200: Microsoft Dynamics 365 Customer Engagement Core – Business Rules
Oct28

MB-200: Microsoft Dynamics 365 Customer Engagement Core – Business Rules

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around business rules. You can see below that we have a section of the exam which covers managing the user experience. Within this section under the heading “Create and manage processes”… Continue Reading Neil...

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Installing The USD Accelerator
Oct27

Installing The USD Accelerator

Recently a few people have asked me questions about how to install The USD Accelerator, so I have produced a video showing a typical install process. The USD Accelerator is my free to download USD configuration aimed at helping people get up and running with Unified Service Desk as quickly as possible. You can find out all about The USD Accelerator here. As you will see in this video by… Continue Reading Neil Parkhurst’s...

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MB-200: Microsoft Dynamics 365 Customer Engagement Core – Email Templates
Oct27

MB-200: Microsoft Dynamics 365 Customer Engagement Core – Email Templates

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around email templates. You can see below that we have a section of the exam which covers the user experience. Within this section needing to know how to create email templates is… Continue Reading Neil Parkhurst’s...

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MB 200: Microsoft Dynamics 365 Customer Engagement Core – Currencies
Oct27

MB 200: Microsoft Dynamics 365 Customer Engagement Core – Currencies

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around currencies. You can see below that we have a section of the exam which covers solution deployment and testing, within that we have a section regarding system administration. Currencies… Continue Reading Neil...

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MB-200: Microsoft Dynamics 365 Customer Engagement Core – Workflows
Oct27

MB-200: Microsoft Dynamics 365 Customer Engagement Core – Workflows

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around workflows. You can see below that we have a section of the exam which covers managing the user experience and within that workflows are mentioned. There are several types of processes… Continue Reading Neil...

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MB 200: Microsoft Dynamics 365 Customer Engagement Core – Excel Templates
Oct24

MB 200: Microsoft Dynamics 365 Customer Engagement Core – Excel Templates

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around Excel templates. You can see below that we have a section of the exam which covers managing the user experience. Within this section needing to know how to create Excel templates is… Continue Reading Neil...

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MB 200: Microsoft Dynamics 365 Customer Engagement Core – Word Templates
Oct24

MB 200: Microsoft Dynamics 365 Customer Engagement Core – Word Templates

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around Word templates. You can see below that we have a section of the exam which covers managing the user experience. Within this section needing to know how to create word templates is… Continue Reading Neil Parkhurst’s...

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USD and Virtual Agents
Oct12

USD and Virtual Agents

Virtual Agents for customer service are currently a Dynamics 365 preview feature, you can use them to quickly build BOTs using a no code approach. These BOTs can “obviously” then be consumed from your external facing website. But I had an idea to use my BOT internally to help contact center agents deal with customer queries in a smarter manner. This meant I wanted to integrated a Virtual Agent… Continue Reading Neil...

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MB-200: Microsoft Dynamics 365 Customer Engagement Core – Charts
Oct08

MB-200: Microsoft Dynamics 365 Customer Engagement Core – Charts

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around charts. In the skills measured statement (shown below) under the heading “manage user experience design”, you will see a reference to charts. Charts can be essential to help us… Continue Reading Neil...

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MB-200: Microsoft Dynamics 365 Customer Engagement Core – Document Management
Oct07

MB-200: Microsoft Dynamics 365 Customer Engagement Core – Document Management

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around document management. You can see below that we have a section of the exam which covers integration. Within this section topics such as SharePoint, OneDrive and OneNote are referenced…. Continue Reading Neil...

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MB-200: Microsoft Dynamics 365 Customer Engagement Core – Microsoft Flow
Oct03

MB-200: Microsoft Dynamics 365 Customer Engagement Core – Microsoft Flow

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around Microsoft Flow. You can see below that we have a section of the exam which covers integration. Within this section needing to know how to create, execute and share flows is mentioned. <img...

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MB-200: Microsoft Dynamics 365 Customer Engagement Core – Views
Sep27

MB-200: Microsoft Dynamics 365 Customer Engagement Core – Views

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around views. In the skills measured statement (shown below) under the heading “manage user experience design”, you will see a reference to views. Note: My intention is for these notes to… Continue Reading Neil...

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MB-200: Microsoft Dynamics 365 Customer Engagement Core – Dashboards
Sep27

MB-200: Microsoft Dynamics 365 Customer Engagement Core – Dashboards

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around dashboards. In the skills measured statement (shown below) under the heading “manage user experience design”, you will see a reference to dashboards. In this post I will focus on the… Continue Reading Neil...

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The USD Accelerator – Release V3.0
Sep26

The USD Accelerator – Release V3.0

Overview The USD Accelerator is a pre-built Unified Service Desk configuration aimed at helping speed your USD project. This post will highlight the enhancements and bug fixes released in version 3_0_0_0 of The USD Accelerator. Several of the new features and bug fixes will have been created because of feedback received from people using The USD Accelerator. I’d like to express a big thank… Continue Reading Neil...

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MB 200: Microsoft Dynamics 365 Customer Engagement Core – Hierarchical Relationships
Sep21

MB 200: Microsoft Dynamics 365 Customer Engagement Core – Hierarchical Relationships

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around hierarchical relationships. You can see below that we have a section of the exam which covers managing entities and data. Within this section needing to know how to create and modify… Continue Reading Neil...

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MB 200: Microsoft Dynamics 365 Customer Engagement Core – Entity Relationships
Sep19

MB 200: Microsoft Dynamics 365 Customer Engagement Core – Entity Relationships

I am creating a series of blog posts that collectively are designed to help anyone preparing for the Microsoft Dynamics 365 Customer Engagement Core exam. (aka MB-200) In this post I will look at concepts around entity relationships. You can see below that we have a section of the exam which covers managing entities and data. Within this section needing to know how to create and modify… Continue Reading Neil Parkhurst’s...

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