Omnichannel for Customer Service – Test Speaker / Microphone
Agents using Microsoft’s Omnichannel for Customer for voice calls can now test their speaker / microphone. I explain how in this post. Until recently agents could select the…
Neil Parkhurst
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Omnichannel for Customer Service – Call Quality Surveys
We have a new feature in Omnichannel for Customer Service, the ability to collect feedback from agents on call quality. In this post I will explain this new…
Store AI Created Case Summary Data
I have recently been working on a requirement to store case summary data. In this post I will explain how I created an approach to store a “snapshot”…
Omnichannel for Customer Service – Conditional Agent Scripts
When using Microsoft’s Omnichannel for Customer Service we can use agent scripts to offer prompts to agents or trigger productivity macros. In this post I will explain how…
D365PPUG Birmingham – April 2024 Event
We have another amazing free Dynamics 365 / Power Platform event planned for April! Our next in-person meeting will take place on Thursday 11th April from 18:00 at the Wesleyan Building in Birmingham. You…
Dynamics 365 – Knowledge Base Filtering
I was recently asked how we can control the filters available to agents when using the knowledge articles. I needed to research this feature; in this post I…
Omnichannel for Customer Service – Phone Number Formats
When using Microsoft’s Omnichannel for Customer Service you may need to ensure phone numbers held on your accounts and contacts are in a specific format. In this post…
Omnichannel for Customer Service – Change Agent Presence
Within Microsoft’s Omnichannel for Customer Service agents can manually change their presence / status to be available, do not disturb etc. Supervisors can also change this status for…
Omnichannel for Customer Service – v2.0 Chat Widget Customizations
I recently explained how we can customize the appearance of chat widgets within Microsoft’s Omnichannel for Customer Service using data tags. In this post I will expand on…
Omnichannel for Customer Service – Data Tags and Chat Widgets
When we create a chat widget using Microsoft’s Omnichannel for Customer Service we can customize its appearance in several ways. In this post I will explain how “data…