Unified Routing – Preferred Agent Routing (and Agent Scripts)
When we are using Omnichannel for Customer Service we can use Unified Routing to assign conversations to a contact’s preferred agent. This is a useful approach to give…
Neil Parkhurst
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Birmingham D365 & Power Platform User Group – 25th May 2023
I can’t believe it is almost May already! Summer is almost here …. We are busy planning the next Birmingham Dynamics 365 and Power Platform User Group (D365PPUG).…
Omnichannel for Customer Service – Real-time Analytics
Microsoft’s Omnichannel for Customer Service includes “loads” of reporting options. One of my favourite reports right now is the “real-time analytics” dashboard. In this post I will explain…
Power Apps – Show Currency in Canvas App Gallery
I recently had a requirement to display a list of opportunities in a gallery in a canvas app screen. This was easy to achieve but my opportunities were…
Omnichannel Voice – Phone Number Setup
In this post I will explain how I initially connected Microsoft’s Dynamics 365 Omnichannel for Customer Service to Azure Communication Services and configured the voice channel. I’d already…
SLA – Recalculate on reactivation of cases
I have blogged a few times about capabilities around service level agreements (SLAs) within Dynamics 365 Customer Service! This time I plan to cover a specific requirement that…
Dynamics 365 and Power Platform Birmingham – 22nd March 2023
I love Dynamics 365 and the Power Platform but I admit keeping up-to-date with all the latest developments can be a constant challenge. I’ve been very busy recently!…
Omnichannel for Customer Service – “internal” chat
I recently had a requirement for internal users to chat with agents in the contact center. Maybe (for example) sales app users would want to speak to agents…
Omnichannel for Customer Service – Rejecting or missing notifications
When a conversation starts in Microsoft Omnichannel for Customer Service app the agent typically sees a notification including the ability to reject the call. Or if they miss…
Dynamics 365 and Power Platform Birmingham – 25th Jan 2023
Christmas is done the New Year has started and so our attention is turning to our next free Dynamics 365 event in Birmingham! A key focus of which…