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…
Neil Parkhurst
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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…
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…
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…
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…
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…
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…
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…
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…
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…