Omnichannel for Customer Service – Post Chat Surveys
Omnichannel for customer service gives us two survey options, one being a pre-chat survey the other being a post chat survey. In this post I will complete a…
Neil Parkhurst
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Omnichannel for Customer Service – Co-browse
One really cool feature of Microsoft’s Omnichannel for Customer Service product is the ability to complete a co-browse with your customers. Imagine how useful it would be to…
Omnichannel for Customer Service – Session Templates
Within Microsoft’s Omnichannel for Customer Service we can configure how sessions open. The product ships with some default templates that may be all you need but in this…
MB-200: Microsoft Power Platform + Dynamics 365 Core – Import Data
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)…
Omnichannel for Customer Service – SMS
Omnichannel for Customer Service allows us to integrate SMS with Dynamics 365, in this post I will look at how this operates and how to setup the SMS…
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…
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…
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…
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…
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…