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!…
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…
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.…
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…
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)…
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…
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…
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.…
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)…
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)…
