Omnichannel for Customer Service – Emergency Situations
May20

Omnichannel for Customer Service – Emergency Situations

I have recently been helping a company in Texas implement Microsoft’s new Omnichannel voice channel. They presented me with an “interesting” requirement … as call centers in Texas may be located in tornado alley! Meaning they might need to suddenly leave as a twister is due. This got me thinking as to be able to quickly alert customers that you have closed due to an emergency might be a… Continue Reading Neil...

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Omnichannel for Customer Service – IVR BOT Skills Based Routing
May19

Omnichannel for Customer Service – IVR BOT Skills Based Routing

In this blog post I hope to describe how you can setup an IVR BOT for Microsoft’s Omnichannel for Customer Service voice channel. And how the BOT can question the customer on their needs then trigger skills-based routing to ensure the best agent answers the query. I may also mention a few “tricks / tips” I have applied in my IVR BOT setup. There are several parts to this process … IVR BOT… Continue Reading Neil...

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D365PPUG Birmingham Meeting – June 22nd 2022
May16

D365PPUG Birmingham Meeting – June 22nd 2022

AT LAST … we are back with a Dynamics 365 and Power Platform face to face event in Birmingham.Our next Birmingham Dynamics 365 & Power Platform User Group meeting will be on Wednesday 26th Feb 2020 from 6:30 pm until 9:00 pm. Save this date in your diary! The Wesleyan has once again kindly agreed to host our event at Colmore Circus, Queensway, Birmingham, B4 6AR. This is next to Snow Hill… Continue Reading Neil...

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Omnichannel for Customer Service – Interruptible IVR BOTs
May14

Omnichannel for Customer Service – Interruptible IVR BOTs

Within Microsoft’s Omnichannel for Customer Service app with the voice channel we can use a Power Virtual Agent as an IVR BOT. These are powerful, but I have found that as the BOT makes statements or asks questions customer can skip ahead. This can be useful but sometimes we want to ensure the customer hears certain messages in full. In this post I will explain how we can control when a BOT… Continue Reading Neil...

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Omnichannel for Customer Service – Conversation Categories
May12

Omnichannel for Customer Service – Conversation Categories

With Microsoft’s Omnichannel for Customer Service I recently had a requirement to create one or more categories for each conversation. The idea being that agents could categorize conversations to support various reporting requirements later down the line. In some scenarios the case table is used extensively. If so, I normally turn to that to understand what type of queries were logged from… Continue Reading Neil...

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Omnichannel for Customer Service – Voice channel overflow
Apr27

Omnichannel for Customer Service – Voice channel overflow

Microsoft’s Omnichannel voice channel for Dynamics 365 gives us great capabilities for contact centres. In this post I will consider what might happen if we have large numbers of customers waiting in a queue. I am sure every contact centre manager will tell you that at times they may suffer from “excessive” calls. Meaning at some point we will want “overflow” logic to kick in to govern how to…...

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Omnichannel for Customer Service – Voice IVR BOTS
Apr08

Omnichannel for Customer Service – Voice IVR BOTS

I have been experimenting with using a Power Virtual Agent as an IVR within Microsoft’s Omnichannel for Customer Service. In this post I will explain my findings so far. Prerequisites Obviously, you will need Omnichannel for Customer service installed and your voice channel configured! But beyond that there are some extensions that need to be installed before you can make use of the full… Continue Reading Neil...

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Omnichannel for Customer Service – Outbound Voice Calling
Apr05

Omnichannel for Customer Service – Outbound Voice Calling

I recently gave a demo of the new voice channel within Dynamics 365’s Omnichannel for Customer Service app. In that post I covered the basics of inbound calling. This time I will explain how to setup and make outbound calls. Many contact centres will require outbound calling. Often the requirement will simply involve an agent manually starting a call to a customer. I guess it is this simple… Continue Reading Neil...

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Power Automate Cloud Flows – Format Choices and more
Mar12

Power Automate Cloud Flows – Format Choices and more

Recently I needed to show the text of a choices field in a post created by a Cloud Flow. Meaning I needed to return the actual text of the choice field rather than the value. In this video I demonstrate how I achieved this. Continue Reading Neil Parkhurst’s Article on their blog Power Automate Cloud Flows – Format Choices and more Recently I needed to show the text of a choices field in a post created by a Cloud Flow....

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Dynamics 365 Real-time Marketing – My first look
Mar01

Dynamics 365 Real-time Marketing – My first look

I have recently been asked to review the new real-time marketing feature. I have therefore been busy testing its capabilities and comparing real-time marketing and outbound marketing. This post will include my initial findings and thoughts. And at the end of this post, I will try and give a summary of the pros / cons of real-time marketing compared to the features we already have in Dynamics… Continue Reading Neil...

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D365PPUG Birmingham – Feb Event Video
Feb21

D365PPUG Birmingham – Feb Event Video

During Feb’s Birmingham user group event Mike Chappell gave an informative presentation around Synapse Link. Warning: Mike did suffer some demo gremlins. Afterwards he found out he was just not being patient enough. Goes to prove all good things come to those who wait! Anyway, Mike gave a great demo that many people have asked to be able to watch again. So please enjoy this video … Continue Reading Neil Parkhurst’s Article...

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Omnichannel for Customer Service – Voice Channel
Feb09

Omnichannel for Customer Service – Voice Channel

I am so excited to have recently started to use the new 1st party voice channel Microsoft have made available for the Omnichannel for Customer Service app. We can now enable voice calls for inbound and outbound scenarios directly in Dynamics 365. When we couple this with the agent productivity and AI features baked into Omnichannel for Customer Service I think Microsoft really do have a unique… Continue Reading Neil...

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Customer Service Workspace – Macro to open an email based on template
Feb09

Customer Service Workspace – Macro to open an email based on template

Recently a customer of mine needed to have an agent script in their customer service workspace that opens an email using a template. I will explain how I achieved this in this blog post. Hopefully you know we can have agent scripts in the customer service workspace within Dynamics 365. And also I hope you know we can call a macro from an agent script. As in this post I will focus on the steps… Continue Reading Neil...

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App Profile Manager – Known issue when importing custom app profiles
Feb05

App Profile Manager – Known issue when importing custom app profiles

Have you been having problems in Dynamics 365 moving app profiles for your customer service workspace (CSW) from instances to instances using solution??? If so then this blog post might be for you! I have migrated a simple app profile from my sandbox to my production instance. The solution imported fine. But when I try and open the newly imported app profile, I get an error message that… Continue Reading Neil Parkhurst’s...

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Customer Service Workspace – Marco to create, save and link a case
Jan31

Customer Service Workspace – Marco to create, save and link a case

In Microsoft’s Customer Service Workspace App we can use a combination of agent scripts and macros to create automations that can aid agent productivity. In this post I will explain one example of how these might be used to create a case. Note: This information is aimed at Microsoft’s multisession experiences within Dynamics 365. Specifically meaning their Omnichannel for Customer Service App… Continue Reading Neil...

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Dynamics 365 User Group Event – February 2022
Jan24

Dynamics 365 User Group Event – February 2022

We are current busy planning our next Dynamics 365 user group event. Why not join us in February? Our next exciting Dynamics 365 Birmingham User Group meeting will be taking place on Wednesday16th Feb at 5:30pm (GMT), and we would love to have you along! We hope to see our local friends. But being a virtual event, EVERYONE will be very welcome …. Register now! To register on meetup.com …… Continue Reading Neil Parkhurst’s...

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How many “ticks” until your opportunity closes?
Jan13

How many “ticks” until your opportunity closes?

I recently had a requirement to show the number of days before an opportunity was due to close, this turned out to be slightly more complex than it first sounded. So, I thought I’d create a quick blog post to explain how I achieved this requirement. The challenge was to work out the number of days from “now” until the estimated close date. (Obviously a moving target!) I initially thought I… Continue Reading...

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Teams Chats inside Dynamics 365
Dec10

Teams Chats inside Dynamics 365

Dynamics 365 now includes several Teams collaboration options, one being the ability to enable chats directly inside Dynamics 365. In this video I demo how to use and setup this new feature. Currently Teams chats inside Dynamics 365 is a preview feature, so we may expect a few rough edges which will be ironed out before Microsoft complete the general release. But in my tests, I have found most… Continue Reading Neil...

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Dynamics 365 Customer Service SLAs and Cloud Flows
Nov11

Dynamics 365 Customer Service SLAs and Cloud Flows

Within Dynamics 365 we can use SLAs in the customer service app. Each SLA item can trigger a Power Automate Cloud Flow to complete any actions we wish to implement when a warning, failure, or success status is reached. This is great but I’ve found maintaining the Flows can become cumbersome. In this post I will explain an alternative approach. The Problem Each SLA can have multiple SLA items…. Continue Reading Neil...

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Dynamics 365 & Power Platform User Group – “Birmingham” Event
Nov04

Dynamics 365 & Power Platform User Group – “Birmingham” Event

Register now …. D365PPUG Birmingham – Wednesday 17th November 2021 5:30pm | Meetup It feels like ages since our last Birmingham user group event. Sorry about that summer break seems to have run into Autumn! Anyway, we are back with a free evening of exciting Dynamics 365 / Power Platform content on 17th November 2021. At 5:30pm. (GMT) This event is hosted by the Birmingham team, but it is a… Continue Reading Neil...

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View Records shared with an “Access Team”
Oct31

View Records shared with an “Access Team”

I had a really simple requirement the other day but it took me time to work out the solution! So I thought I would describe my challenge and the solution …. in an attempt to help others. In this post I will explain how to create a view of records shared with from an access team. Before I show creating a view to see all opportunities shared with me from access teams …. I thought I should… Continue Reading Neil Parkhurst’s...

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JavaScript and Business Rules
Oct19

JavaScript and Business Rules

I haven’t blogged about JavaScript or code changes for some time! Probably because in Microsoft Dynamics 365 I mainly use a low code approach these days. But today I had a small challenge with some code and thought the solution I found might be useful to others ….. my challenge was that my business rules weren’t being triggered after a field had been changed using JavaScript. I guess this… Continue Reading Neil...

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Unified Routing without Omnichannel!
Oct15

Unified Routing without Omnichannel!

I have recently written a few blog posts which describe some of the features of Unified Routing with Dynamics 365. In the main those posts have focused on scenarios connected with Omnichannel for Customer Service but in this post I will explore using Unified Routing with “just” Dynamics 365 Customer Service. As we should be mindful that Unified Routing is a “stand alone” feature that can be… Continue...

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MB-230: Microsoft Dynamics 365 Customer Service – Omnichannel Record Routing
Oct02

MB-230: Microsoft Dynamics 365 Customer Service – Omnichannel Record Routing

I am currently revising for the MB-230 exam. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. As I revise I plan to publish blog posts that collectively will become a complete revision guide for anyone embarking on the same journey as me. In this post I will describe the record routing options of Omnichannel for Customer Service. You can see an extract from… Continue Reading Neil...

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MB-230: Microsoft Dynamics 365 Customer Service – Omnichannel Agent Experience
Sep27

MB-230: Microsoft Dynamics 365 Customer Service – Omnichannel Agent Experience

I am currently revising for the MB-230 exam. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. As I revise I plan to publish blog posts that collectively will become a complete revision guide for anyone embarking on the same journey as me. In this post I will describe the agent experience within Omnichannel for Customer Service. You can see an extract from the… Continue Reading Neil...

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MB210: Microsoft Dynamics 365 for Sales – Playbooks
Sep16

MB210: Microsoft Dynamics 365 for Sales – Playbooks

I am currently preparing for my renewal of the MB 210 exam. I noticed that Playbooks have been included in the skills measured and I haven’t previously created a revision guide for them. Hence this post! Below you can see an extract from the current skills measured statement for the MB 210 exam. We can see that playbooks are mentioned in the configure processes section. What are Playbooks?<br… Continue Reading Neil...

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Omnichannel for Customer Service – Use Machine Learning to Route Cases
Sep11

Omnichannel for Customer Service – Use Machine Learning to Route Cases

Microsoft’s Omnichannel for Customer Service can make use of the Unified Routing option to intelligently route items to agents. In this post I will show how I configured the ability to route cases to agents using machine learning. Commonly organising will want to ensure they offer the best possible customer service in an efficient and timely manner. This often involves ensuring any cases are… Continue Reading Neil...

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Omnichannel for Customer Service – Pass pre-chat survey details to Virtual Agent
Aug20

Omnichannel for Customer Service – Pass pre-chat survey details to Virtual Agent

We can integrate Microsoft’s Omnichannel for Customer Service with Power Virtual Agents. This is a great but what if you want the “BOT” to respond to the customer in context? Say by commenting on data entered in a pre-chat survey. In this post I will explain how to pass context values to the Power Virtual Agent. In my Live chat workstream I have already configured a pre-conversation survey… Continue Reading...

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MB-230: Microsoft Dynamics 365 Customer Service – Omnichannel Overview
Aug04

MB-230: Microsoft Dynamics 365 Customer Service – Omnichannel Overview

I am currently revising for the MB-230 exam. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. As I revise I plan to publish blog posts that collectively will become a complete revision guide for anyone embarking on the same journey as me. In this post I will begin to discuss Omnichannel for Customer Service. You can see an extract from the current skills… Continue Reading Neil Parkhurst’s...

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MB-230: Microsoft Dynamics 365 Customer Service – Omnichannel, Configure webchat
Aug03

MB-230: Microsoft Dynamics 365 Customer Service – Omnichannel, Configure webchat

I am currently revising for the MB-230 exam. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. As I revise I plan to publish blog posts that collectively will become a complete revision guide for anyone embarking on the same journey as me. In this post I will explain who to configure webchat. You can see an extract from the current skills measured statement… Continue Reading Neil...

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MB-230: Microsoft Dynamics 365 Customer Service – Scheduling – Advanced Scheduling Concepts
Aug02

MB-230: Microsoft Dynamics 365 Customer Service – Scheduling – Advanced Scheduling Concepts

I am currently revising for the MB-230 exam. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. As I revise I plan to publish blog posts that collectively will become a complete revision guide for anyone embarking on the same journey as me. In this post I will cover advanced scheduling concepts. Below you can see an extract from the current skills measured… Continue Reading Neil Parkhurst’s...

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MB-230: Microsoft Dynamics 365 Customer Service – Scheduling – Schedule Board
Jul29

MB-230: Microsoft Dynamics 365 Customer Service – Scheduling – Schedule Board

I am currently revising for the MB-230 exam. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. As I revise I plan to publish blog posts that collectively will become a complete revision guide for anyone embarking on the same journey as me. In this post I will cover the schedule board. Below you can see an extract from the current skills measured statement for… Continue Reading Neil...

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MB-230: Microsoft Dynamics 365 Customer Service – Resources and Services
Jul28

MB-230: Microsoft Dynamics 365 Customer Service – Resources and Services

I am currently revising for the MB-230 exam. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. As I revise I plan to publish blog posts that collectively will become a complete revision guide for anyone embarking on the same journey as me. In this post I will cover concepts around creating resources and services. Below you can see an extract from the current… Continue Reading Neil...

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Omnichannel for Customer Service – Proactive Chats
Jul28

Omnichannel for Customer Service – Proactive Chats

Within Dynamics 365 we can use Omnichannel for Customer Service to present chat widgets to customers. The typical way of doing this is to “simply” have widget show when a customer visits a website / portal page. But what-if we want to proactively prompt the customer to start a chat? Maybe they have paused on a particular page for a long time … something like that might act as a good trigger… Continue Reading Neil...

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MB-230: Microsoft Dynamics 365 Customer Service – Scheduling Config / Setup
Jul27

MB-230: Microsoft Dynamics 365 Customer Service – Scheduling Config / Setup

I am currently revising for the MB-230 exam. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. As I revise I plan to publish blog posts that collectively will become a complete revision guide for anyone embarking on the same journey as me. In this post I will cover some of the concepts of setup needed before you can schedule your resources and services. Below… Continue Reading Neil...

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MB-230: Microsoft Dynamics 365 Customer Service – Overview of Scheduling
Jul26

MB-230: Microsoft Dynamics 365 Customer Service – Overview of Scheduling

I am currently revising for the MB-230 exam. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. As I revise I plan to publish blog posts that collectively will become a complete revision guide for anyone embarking on the same journey as me. In this post I will give an overview of service scheduling. Below you can see an extract from the current skills measured… Continue Reading Neil...

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Omnichannel for Customer Service – Routing Diagnostics
Jul14

Omnichannel for Customer Service – Routing Diagnostics

I have recently started using Microsoft’s “Omnichannel Admin Center” app to configure Dynamics 365 Omnichannel for Customer Service. This replaces our previous app to administer Omnichannel for Customer Service. The new app contains many features connected with Unified Routing. Some I am still experimenting with! But one feature I have already used to great effect is the new routing… Continue Reading Neil...

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MB-230: Microsoft Dynamics 365 Customer Service – SLAs
Jul09

MB-230: Microsoft Dynamics 365 Customer Service – SLAs

I am currently revising for the MB-230 exam. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. As I revise I plan to publish blog posts that collectively will become a complete revision guide for anyone embarking on the same journey as me. In this post I will review service level agreements (SLAs). Below you can see an extract from the current skills measured… Continue Reading Neil...

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MB-230: Microsoft Dynamics 365 Customer Service – Entitlements
Jun29

MB-230: Microsoft Dynamics 365 Customer Service – Entitlements

I am currently revising for the MB-230 exam. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. As I revise I plan to publish blog posts that collectively will become a complete revision guide for anyone embarking on the same journey as me. In this post I will review entitlements. Below you can see an extract from the current skills measured statement that… Continue Reading Neil Parkhurst’s...

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Customer Service Workspace- API
Jun14

Customer Service Workspace- API

Omnichannel for Customer Service and the Customer Service Workspace provide us an API where we can use JavaScript to control the behaviour of the multi-session experience for out customer service agent. Below you will find a link to a video which explains the concept behind this API and gives one example of how we might use it. Continue Reading Neil Parkhurst’s Article on their blog Customer Service Workspace- API Omnichannel...

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Omnichannel for Customer Service and BOTS which don’t understand!
Jun14

Omnichannel for Customer Service and BOTS which don’t understand!

Omnichannel for Customer Service allows us to connect with a Virtual Agent. It is then possible to trigger a transfer to a human agent from with our topics / authoring canvas. But what if your customers are just getting frustrated with a BOT that doesn’t understand them? In this post I will explain how we can use a configuration setting to help with that scenario. It may be common to construct… Continue Reading Neil...

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Migrate to Omnichannel Admin Center
Jun11

Migrate to Omnichannel Admin Center

I have recently moved from using the original Omnichannel Administration app to the newer Omnichannel Admin Centre. If like me you want to use the newer admin experience you will need to migrate your current workstreams. In this post I will explain the process I followed. As I have configured numerous channels I actually have quite a few workstreams, all of which needed to be migrated to the… Continue Reading Neil...

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MB-230: Microsoft Dynamics 365 Customer Service – Queues
Jun02

MB-230: Microsoft Dynamics 365 Customer Service – Queues

I am currently revising for the MB-230 exam. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. As I revise I plan to publish blog posts that collectively will become a complete revision guide for anyone embarking on the same journey as me. In this post I will begin to describe the concept of queues. Below you can see an extract from the skills measured… Continue Reading Neil Parkhurst’s...

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MB-230: Microsoft Dynamics 365 Customer Service – Customer Voice
Jun01

MB-230: Microsoft Dynamics 365 Customer Service – Customer Voice

I am currently revising for the MB-230 exam. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. As I revise I plan to publish blog posts that collectively will become a complete revision guide for anyone embarking on the same journey as me. In this post I will review surveying customer opinions with customer voice. The section of the skills measured statement… Continue Reading Neil...

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D365UG Birmingham Videos
May20

D365UG Birmingham Videos

We recorded our recent D365UG Birmingham event. In fact we recorded the one before as well! At these events we had some great presentations. The videos from those presentations are available to watch here …. The first of four presentations I have uploaded is actually from me! In this video I talk about the customer service workspace and how it compares to other Dynamics 365 apps for… Continue Reading Neil Parkhurst’s...

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MB-230: Microsoft Dynamics 365 Customer Service – Knowledge Management
May13

MB-230: Microsoft Dynamics 365 Customer Service – Knowledge Management

I am currently revising for the MB-230 exam. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. As I revise I plan to publish blog posts that collectively will become a complete revision guide for anyone embarking on the same journey as me. In this post I will review knowledge management. The section of the skills measured statement that mentions knowledge… Continue Reading Neil Parkhurst’s...

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Dynamics 365 Customer Service – Three Stage SLA
May09

Dynamics 365 Customer Service – Three Stage SLA

Out of the box it is pretty easy to create a two stage SLA with Dynamics 365. This is great as often we have a need for a service level agreement that relates to “First Response By” and “Resolve By”. But occasionally a requirement comes up for a third stage to our SLA, typically something like “Resolution Planned By”. I recently needed to configure exactly this for a customer and thought it…...

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MB-230: Microsoft Dynamics 365 Customer Service – Automate Cases (Part Two)
May05

MB-230: Microsoft Dynamics 365 Customer Service – Automate Cases (Part Two)

I am currently revising for the MB-230 exam. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. As I revise I plan to publish blog posts that collectively will become a complete revision guide for anyone embarking on the same journey as me. In this post I will begin to discuss the options available to use for case automation. Part of the skills measured… Continue Reading Neil Parkhurst’s...

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MB-230: Microsoft Dynamics 365 Customer Service – Automate Cases (Part One)
May01

MB-230: Microsoft Dynamics 365 Customer Service – Automate Cases (Part One)

I am currently revising for the MB-230 exam. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. As I revise I plan to publish blog posts that collectively will become a complete revision guide for anyone embarking on the same journey as me. In this post I will begin to discuss the options available to use for case automation. Part of the skills measured… Continue Reading Neil Parkhurst’s...

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Dynamics 365 Birmingham – Amazing Free May 2021 Event
Apr27

Dynamics 365 Birmingham – Amazing Free May 2021 Event

We have our next “Birmingham” Dynamics 365 event planned for Wednesday 19th May at 5:30pm. This is a free virtual event so open to everyone. Everyone can register on meetup here for free. Our next exciting Dynamics 365 Birmingham User Group meeting will be taking place on Wednesday 19th May 2021 at 5:30pm, and we would love to have you along! We hope to see our local friends. But being a… Continue Reading Neil...

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